Customer service system
Customer service software that brings every channel and all your data into one place
Email, phone, SMS and forms, connected to your CRM, e-commerce, couriers and other systems. Agents see the full customer history and handle the case without switching applications.
We send your login the same day. An empty account for 7 days, no credit card.
One case, every channel
The customer calls on Tuesday, emails on Wednesday and texts on Thursday. In the system it is one case with one number — nobody asks when they called or who they spoke to.
Problem
Why service falls apart as you grow
With a dozen requests a day, a shared inbox is enough. With several hundred it breaks down — and usually not because the team is doing worse.
The customer writes, calls and texts, and each channel has a different owner. The agent asks when they called and who they spoke to because the history is not in front of them. Some cases sit in personal inboxes, so nobody knows how many are really waiting.
The manager hears about a problem from a complaint instead of a report. That is not about people — it is because customer information is spread across five tools.
Customer view
What the agent sees when a customer calls
That is the difference between a request system and customer service software. The agent does not have to search — everything the company knows about this person is in one view.
- History of every contact — calls, emails, SMS and forms in one timeline, whatever the channel.
- CRM data — who the customer is, their status, who looks after them and on what terms.
- E-commerce orders — what was bought, when and at what price, without opening the store.
- Courier shipment status — fetched automatically and visible in the case.
- Earlier requests — what they were about and how they were resolved, so the same problem is not investigated twice.
- Call recordings — playable right in the case, with the agent’s note.
Without a customer view
The agent opens the inbox, CRM, store and the courier’s website. Four tabs, three logins and a question about the order number.
With a customer view
The agent picks up and sees the customer card before introducing themselves. The conversation starts with Tuesday’s order.
Channels
Four channels, one queue
The customer chooses the channel. The team works in one place, whichever channel they chose.
A message in the company inbox becomes a numbered case. Replies and attachments stay in the history, not in a personal inbox.
…and lands in the same casePhone
The call is saved and linked to the customer with the recording and a note. Even a missed call leaves an entry.
…and lands in the same caseSMS
Inbound and outbound messages in the same thread. Status updates go out automatically.
…and lands in the same caseWeb form
The case type chosen in the form sets the priority and routes the request to the right team without human intervention.
…and lands in the same caseHow it works in practice
Two situations every service team knows
On the left, the system view; on the right, what the customer receives at the same time. Click a scenario to play it.
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Form
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Case summary —
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Fault report — service form
Calls
| Status | Number | IVR choice | Wait time | Time |
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Subject: —
Active requests
| Status | Number | Title | Created |
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Request details
History
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Customers
— Email addresses —Who answers
What the customer sees
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Integrations
Data from the systems you already use
Debesis replaces neither your CRM nor your store. It fetches data from them and shows it in the case when it is needed.
If you use a system that is not on the list, we build the connection via the API. That is the difference between a platform you have to adapt to and a system that adapts to how your company works. See all integrations →
Automation and SLA
Who takes it, and by when
Assignment, priority and deadline do not depend on who happens to look at the inbox. The system sets them the moment a request arrives.
Category, sender and content decide the case type and urgency.
The case goes to the responsible team, not into a shared pot.
Assignment by availability and skill. Every case has an owner.
Response and resolution times run from the first second and are visible in the case.
An approaching deadline raises the priority and notifies the manager.
Reports show time to first response, resolution time, deadline compliance, first-contact resolution and team workload — numbers you can base staffing decisions on, not just look back at.
Customer results
Numbers from projects, not promises
requests closed automatically — about 80% of all cases. 43% of replies went out within 15 minutes.
Sellpoint · e-commerce helpdesk (Poland)
Read the case study →service requests handled in the first three months after go-live, with no downtime and no lost messages.
Dedra-Exim · after-sales service (Poland)
Read the case study →of cases handled within an hour; over 70% of messages close automatically without an agent.
Schronisko Bukowina · ticketing and telephony (Poland)
Read the case study →Rollout
Rollout around your process
You do not get an empty interface and a manual. We start with how your service works today and set the system up around it.
How it works
A conversation about your process and channels → set-up of queues, rules and deadlines → connecting your systems → team training → go-live. On the Basic plan usually one to two weeks, longer with extensive integrations — and we tell you that at the start, not along the way.
Data security
Hosting and databases are in Poland, within the EEA, under the GDPR, with backups, access control and logging. AI features are processed in the EU. Details for your IT team are on the GDPR page.
Support after go-live
You change queues, rules and announcements yourself. Bigger changes we do together. Support is by email and phone on every plan, in English and Polish.
Start without risk
A seven-day trial with your own data, no prepayment and no fixed term. If your process is not better after a week, you lose nothing.
Questions and answers about the Customer service system from Debesis
How is customer service software different from a CRM?
Does customer service software include a helpdesk?
Can the system be adapted to my company?
How does multichannel work in Debesis?
Which reports and KPIs can I measure?
How do rollout and integrations work?
Platform
Debesis can also
Customer service software is the layer that connects the other modules. Start with what you need now and add the rest later.
Customer service in your industry: E-commerce · Healthcare · Field service
Next step
Let’s talk about your service process
We show the system on your case — on the channels you actually use and the requests you actually receive. The demo takes fifteen minutes and needs no preparation on your side.
In the meeting
We walk through one of your cases from first contact to closure and show what the agent sees, what the customer receives and what stays in the system afterwards. No slides.