How expondo went live with ticket automation in 5 days

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With the right team and tech in place, expondo went live with ticket automation in 5 days. Today, they save 3 minutes per email ticket.

expondo's use case at a glance

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The customer

Ecommerce, a leading marketplace for professional equipment in Europe

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The market

expondo's support team operates in German and English

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The support team

Of expondo's 400 employees, 90 are support agents

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The use case

Saving time and improving efficiency

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The solution

Email ticket tagging, auto-filling, and routing

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The success

3 minutes saved per ticket

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Day 1


  • After looking at several AI automation providers that are compatible with expondo’s CRM (Zendesk), Gerardo Di Sapio, process and tool administrator starts onboarding with Ultimate.

  • His Customer Success Manager from Ultimate, Frances, takes Gerardo through Automation 101.

  • They work on a clearly defined go-live agenda
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Day 2

  • Gerardo runs Ultimate’s AI-powered Automation Explorer tool, revealing expondo’s most common requests based on their unique support data.

  • The top 10 will become intents that trigger automated conversation flows.
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"I use tags for a better workflow within the ticket system, including reporting and ticket assignments, and for a faster setup in Zendesk settings, like triggers or automations."

Gerardo Di Sapio
Process and Tool Administrator, expondo

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Days 3, 4 & 5

  • Gerardo integrates Ultimate with Zendesk with just one click.

  • He's able to do that because we're a headless automation provider: Ultimate's virtual agent seamlessly sits within Zendesk, so there's no need to sync or manually import data.

  • He automates email triage for 10 popular intents, such as Where is My Order (WISMO) using labeling and tagging

  • expondo now saves 3 minutes per ticket thanks to ticket automation
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What's next

  • After seeing a quick and easy win with ticketing, expondo is now looking at slowly unrolling Chat automation

  • They'd like to gradually expand to offer support in more languages

  • They'd love to implement an API integration to automate common intents end-to-end 

The best parts of our solution, according to expondo

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Ease of use

A no-code platform with intuitive AI is easy and fast to set up

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Multilingual

The AI can understand and respond to any language

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Instant replies

The virtual agent immediately responds to all incoming requests

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Native integration with Zendesk

Thanks to our one-click integration

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"Gerardo and his Project Manager understood the immediate value AND the longer-term investment the VA could bring, so they put the effort where it was due to master the platform."

Frances Naguit
Customer Success Manager, Ultimate

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