As sales grew at this kitchen and dining retailer, so did the number of complaints, and traditional communication no longer gave control over the process. In 2021 the company rolled out the Debesis ticketing system to organise customer service, shorten resolution times and keep full control over every complaint.
A well-known Polish online store for kitchen and dining equipment, operating since 2008 with a wide range of products from renowned brands. Customer trust was confirmed by, among others, the Ceneo Trusted Reviews award in 2021.
Nakrywamy.pl has operated since 2008, selling kitchen and dining equipment from renowned brands. As sales grew, so did complaints, and existing communication methods no longer gave enough control over the process.
In 2021 the company decided to roll out the Debesis ticketing system, which became the central place for all complaints arriving at a dedicated email address.
Result: more than 21,000 complaints handled, 6 hours average first response time and 2 working days average time to close — with volumes still rising.
The biggest challenge was running many conversations at once — with customers, manufacturers and staff — without losing the history of each case.
The company needed a solution to:
Debesis became the central place for all complaints arriving at the dedicated email address.
Every complaint automatically becomes a ticket with the full communication history with the customer and the manufacturer. Agents have all the information in one place and no longer search mailboxes or messengers to reconstruct a case.
The system sends status notifications automatically, helps track deadlines and organises the whole complaint process, so the team can focus on customers rather than managing correspondence by hand.
Since go-live the complaint process has run smoothly despite rising volumes. The numbers say it best:
“Debesis organised our whole complaint process and became the central place for managing requests. With the full history of every case and automated communication, our team works more efficiently and customer service is better organised.” (translated from Polish)
With Debesis, Nakrywamy.pl has one place to manage every complaint arriving at its dedicated email address. The full history of each case is available to the whole team, which improves cooperation with customers and manufacturers, speeds up complaint resolution and keeps service quality high despite rising volumes.
More than five years of cooperation and over 21,000 requests handled confirm that an organised complaint process means a more efficient team and a better customer experience.
CONTACT · DEBESIS · 24H RESPONSE
Get in touch — we will advise and show our solutions in practice
Have questions about the ticketing system, voicebots, call transcription or customer service automation?
Or would you like to book a free demo of Debesis?
👉 Contact us directly — we respond quickly and clearly.
👉 We'll advise how our solutions can improve customer service in your company.
Want to know who we are? Visit our About Debesis page.