“Daktela has helped us unify communication across 19+ markets and streamline the work of our support team. We value not only the technical reliability and useful features, but also the Daktela team’s approach. This collaboration lets us guarantee top-tier customer service internationally.”
Expandeco, a leading provider of e-commerce expansion and localisation services, turned to Daktela in 2021 to overcome limitations of their previous support platform—mainly long response times, inefficient workflows, and poor vendor support. With operations across 19 countries in 16 languages, Expandeco required a robust, scalable communication platform to manage its international growth.
By adopting Daktela’s omnichannel solution, Expandeco achieved a 47% reduction in response times and a 15% boost in team efficiency. The system unified communications across voice, email, chat, and social media, introduced advanced analytics, and enabled greater automation, resulting in faster and more consistent responses—even during peak periods.
Handling up to 81,000 monthly requests in 2024, the team leveraged features like response templates, IVRs, pre-set replies, and smart status updates to enhance productivity. Managers now benefit from real-time performance tracking, allowing better planning and service consistency across all markets.
Thanks to Daktela’s flexibility, localisation options, and scalability, Expandeco has empowered its agents and improved service quality for over 160 clients, including brands like Notino and Dedoles. This partnership has become a key driver of international e-commerce success, delivering measurable time savings and elevating customer experience.
