How expondo went live with ticket automation in 5 days

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

The customer

Ecommerce, a leading marketplace for professional equipment in Europe

The market

expondo's support team operates in German and English

The support team

Of expondo's 400 employees, 90 are support agents

The use case

Saving time and improving efficiency

The solution

Email ticket tagging, auto-filling, and routing

The success

3 minutes saved per ticket

People working together at their computers

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.

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.

"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

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.

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

Ease of use

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

Multilingual

The AI can understand and respond to any language

Instant replies

The virtual agent immediately responds to all incoming requests

Native integration with Zendesk

Thanks to our one-click integration

"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