Puzzel

by Puzzel

Customer service platform

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Contact Center

Designed in the Nordics, our CCaaS platform provides all the tools, channels and functionality needed to simplify the complex. Automation ensures that agents’ time is spent more productively, data analytics provide managers with precious insights, and most important of all, customers receive a quicker, more convenient resolution.

Boost Customer Satisfaction

  • When your customers’ contact centre experience is fast and effortless, brand satisfaction and loyalty soar. Together, we make it happen.

Engage Agents

  • Our smart contact centre tools provide agents with the resources and support they need to develop and thrive.

Keep Costs Low

  • When inefficient, legacy IT infrastructure is replaced with a modern CCaaS solution, the cost savings can be incredible – especially when automation is used to replace manual, repetitive tasks.

Digital Engagement

Did you know 90% of customer journeys begin online? Your organisation needs to deliver compelling services and buying experiences across all your channels to keep customers engaged till the end. Luckily, Puzzel Digital Engagement is here to help you understand the customer journey, increase agent productivity, and provide you with personalised support in real-time.

Manage Contact Volumes

  • Connecting with your customers at the right time, in their journey will improve customer experience and increase service productivity as well as digital sales conversion rates.

Automation and Self-Service with Puzzel Smart Chatbot

  • Puzzel’s Smart Chatbot delivers a quick ROI and will improve the bot user experience. Since it’s an integrated part of your omnichannel strategy it helps create a seamless and connected experience, from the digital customer journey all the way to the contact centre.

Remove the Agent Blind Fold with Advanced Visual Interactions

  • Give online customers the same level of attention and care they would receive in your office or store. With Puzzel Digital Engagement, agents can switch seamlessly to a live video calls to showcase products, deliver personalised consultations, or resolve sensitive customer service enquiries.

Live Share

Connecting with customers face-to-face is the best way to build relationships and trust in your brand. With Puzzel Live Share, you can video call your customers and share screens to deliver that ‘in-person’ experience, from anywhere.

Get Closer to Your Customers With Video and Screen Sharing

  • Video chat anytime, anywhere:  Initiate video calls with customers at any time during voice, web chat and/or social interactions.
  • Assist with complex web tasks: Co-browse with customers to help them navigate your website, fill out forms and make purchases.
  • Expand your CX capabilities: Use video to deliver live product demonstrations or conduct consultations from your contact centre.
  • Security and transparency: Safeguard your online interactions with video verification and security checks.
  • Solve problems face to face: Diffuse customer tension with a personal touch in the moments that matter.

Smart Chatbot

Using the latest in advanced chatbot technology, Puzzel Smart Chatbot now supports every stage of the digital customer journey. Puzzel Smart Chatbot is a contextual conversational AI chatbot with the same tools as a live agent, which means it can assist in both sales and customer service 24/7 and at scale.

Why Sales and Contact Centre’s choose Puzzel Smart Chatbots

  • Save time and resources: Puzzel Smart Chatbot takes care of routine, repetitive tasks so your agents don’t have to – and transfers seamlessly to a live agent when needed.
  • Automated sales support: Use our Smart Chatbot for upselling, tailored offers and assisting with checkouts to cut down on cart abandons.
  • A contextual AI chatbot: Our Smart Chatbot reacts to customer behaviour and value, choosing the best workflow at every stage of the digital customer journey.
  • Multilingual customer experience: Bonjour! Hallå! Puzzel Smart Chatbot’s Natural Language Understanding (NLU) supports all major languages from around the world.

SMS Messaging

It offers endless possibilities – from mass communication to personalised customer interactions and automated messaging via smart bots and rule-based solutions. Puzzel can deliver SMS virtually anywhere in the world.

Unlock the Potential of Puzzel’s SMS Service

  • Mass distribution by SMS: Sending to large groups, such as your customer base or organisation, is easy via API or web tools.
  • Notifications and reminders by SMS: SMS is the ideal channel for sending notifications and reminders, improving the chances of tax returns being checked and hair appointments being remembered.
  • Handle customer enquiries by SMS: Customer enquiries can be effectively handled by SMS using Puzzel’s contact centre solution. You have complete control and can ensure all SMS messages are responded to.
  • Puzzel SMS Gateway API: Puzzel enables you to add full SMS functionality to your business platforms. Send notifications, reminders or information at more competitive and volume-based prices.

WFM

Stop agonising over complex spreadsheets and start building a more efficient and engaged workforce with our powerful workforce management solution. Puzzel WFM enables resource planners to accurately forecast demand and generate instant schedules optimised to deliver the highest service levels for your customers, the best experience for your agents, and the lowest operational cost for your business.

A Cloud Solution Built for Modern Teams

  • Multi-channel, multi-skill forecasting and scheduling for omnichannel contact centres.
  • Customise your dashboard with the charts, stats and campaign summaries you need.
  • Agent self-scheduling, including shift trading and holiday management, via a dedicated web portal and mobile app.
  • Fast to deploy, easy to use, and scalable to businesses of all shapes and sizes.

Sales Intelligence

Research shows that 60% of customers state that when they talk to customer service and sales, they feel like they are talking to different companies. The disconnect between service and sales teams can hinder the customer experience and impact sales. Puzzel Sales Intelligence streamlines the process of aligning messaging, product information, and other vital details, enabling you to provide a cohesive and uniform experience across all touch points.

  • Productivity: With tools and automation that frees up valuable time, agents can focus on customer conversations.
  • Experience: An intuitive and easy-to-understand agent interface, with relevant and consistent information available for the agent at the right moment combined with gamification elements, provides a stress-free and inspiring agent experience with more time and energy to invest in human interactions.
  • Insights: More data sources in one place and customisable dashboards allows agents and managers to always track their performance.

Quality Assurance

Just 3% of customer interactions are currently evaluated in contact centres and even fewer are acted upon. With Puzzel Quality Assurance, you can monitor the customer interactions that matter most to your business, extract key, actionable insights, and deliver personalised coaching programmes that have a real impact on your agent's performance and improve customer experience.

A Cloud Solution Built for Contact Centres:

  • Identify conversations that need attention based on customer feedback, performance data and text analytics.
  • Build flexible, multi-channel scorecards that reflect your company’s unique values and standards.
  • Engage agents with their own personalised performance dashboard and coaching programme.
  • Track all quality and performance data on a single dashboard and build your own reports.