Customer service software for e-commerce — ticketing, phone and returns in one system

Customer service challenges

• Order status questions — without access to store and shipping data, every answer takes too long.
• Returns and complaints — without a fixed process, photos, deadlines and promises get lost.
• Many channels — email, phone, forms and marketplace messages — without one queue the customer history falls apart.
• Deadlines — the 14-day statutory withdrawal period and legal guarantee mean nothing can be left lying around.
• Seasonal peaks — Black Friday and the holidays cannot be handled by the same team without automation.

How Debesis works

Debesis brings every contact channel into one queue. Each request has a number, status, priority and owner. Agents see the customer’s orders and shipment status without switching systems.

Store and shipping integration

• Store and ERP systems via API — order data and status right in the ticket.
• DPD and GLS — create shipments, print labels, track status.
• For stores operating or selling in Poland: BaseLinker, Shoper, IdoSell and InPost.

Returns and complaints with a fixed process

• The returns form automatically creates a case with all details.
• The customer is notified at every step.
• The system tracks deadlines and escalates in time.
• Photos and reports are attached to the case.

Key features

• One queue for every channel — email, phone, SMS, forms and customer portal.
• Automatic classification — AI recognises the request and priority and assigns the right team.
• SLA and escalation — every request has a deadline; cases at risk are escalated.
• Reply templates and AI suggestions — for recurring questions such as parcel status or return conditions.
• Customer portal — customers register returns themselves and see the status.
• AI voice assistant — answers order status questions around the clock.
• Reports — TTR, FCR, SLA, requests per channel and workload.

Case studies from Poland

Pielęgnacja Obuwia (Poland) — an online store with a high daily volume: with ticketing and the BaseLinker integration, 55% of requests close automatically and SLAs stay stable as volumes grow.

Sellpoint (Poland) — multichannel e-commerce: consolidated threads, classification and routing, automatic closing and SLA reports — 80% of requests closed automatically.

Pielęgnacja Obuwia case study · Sellpoint case study · All case studies