How Expando Powers Global Marketplace Support for 100+ Brands Using eDesk
With Ilona Medová, Head of Customer Success at Expando
About Expando
Expando helps eCommerce brands successfully scale across marketplaces like Amazon, eBay, Allegro and others. By offering localized expertise and end-to-end marketplace support, Expando ensures their clients can grow fast and operate globally.
The Challenge
With Expando scaling fast, managing multichannel support became increasingly complex. The team juggled:
• 700+ orders per day
• 300+ incoming messages daily
• 14+ support platforms (including Amazon, eBay, Allegro, and internal tools)
Ilona explains, “Imagine logging into 14 different platforms just to check messages and notifications. It wasn’t scalable, especially as we onboarded more clients.”
The Solution
eDesk became the centralized support hub that brought everything together. With smart automation, AI-powered responses, and real-time insights, Expando transformed their support operations into a streamlined, scalable machine.
Using eDesk's Presales and Queries labels, we quickly handle stock and compatibility inquiries from potential buyers helping us convert more leads and boost overall sales efficiency.
Ilona Medová
Head of Customer Success
The Result
1. Centralized Support Across 1,300+ Channels
eDesk allowed the team to consolidate all communication streams into one smart inbox.
2. Automation That Prevents Delivery Headaches
Using eDesk’s automation flows, cancellation requests are now instantly flagged and actioned before a shipment goes out—saving time and cost.
3. Faster Sales Support with Custom Labels
Labels like “Presales” and “Query” help the Expando team prioritize product compatibility questions — critical for serving their automotive clients.
4. Smarter Holiday Support with AI and Snippets
During peak sales periods, Expando uses eDesk’s AI-powered sentiment detection, snippets, and templates to respond faster and more personally.
5. 33 Languages? No Problem
eDesk’s real-time translation tools ensure seamless, Amazon-compliant customer support across 33 languages.
6. Return Rates Reduced with Proactive Tools
By prioritizing return-related tickets and enabling quick discount offers (when returns aren’t necessary), Expando reduced friction and increased customer retention.
7. One Unified Platform to Scale Global Success
At the core of Expando’s operation is centralization. With eDesk, the team can support all marketplaces and channels from a single dashboard.
eDesk drives client growth and satisfaction by streamlining multichannel communication, boosting response speed, and ensuring every customer interaction is fast, efficient, and personalized.
Ilona Medová
Head of Customer Success
How eDesk Helped Expando Succeed
• 14 platforms unified into one inbox
• 1,300+ support channels managed centrally
• 300+ daily messages processed with clarity
• 33 languages supported via AI Translations
• Presales questions turned into revenue
• Returns handled faster, with fewer refunds
