Digital Engagement 

Turn first-time visitors into happy long-time customers by mastering the online journey.

Deliver customer service and buying experiences for the digital world

With almost 90% of customer journeys now beginning online, organisations need to be able to deliver compelling online customer service, sales and marketing experiences. With Puzzel Digital Engagement, you can automate and engage customers from the moment they land on your site then nurture and upsell them with proactive, personalised customer support and sales in real-time and at scale.

The real impact of Puzzel Digital Engagement

cost reduction per service request
of cases resolved at first contact
fewer incoming emails
better conversion rates
decrease in cart abandons
increase in order value

+ increased customer satisfaction by meeting expectations on availability in a work-from-anywhere-world

About Puzzel Digital Engagement 

How does Digital Engagement work?

Most websites treat all visitors the same, which results in a poor and expensive customer experience.

With Puzzel Digital Engagement you can skip the guesswork and understand who your visitors are and why they’re on your site straight away.

This is a huge advantage that empowers you to automate and personalise each individual customer journey for the most successful outcome.

With Puzzel Digital Engagement, you can set specific engagement rules and triggers, defining how to engage with different types of customers or visitors. You have complete control over the channels that customers are directed to, based on their value and intent as well as your own available resources.

Simply put, Digital Engagement boosts revenue and improves customer experience by capturing the digital behaviour , value and journey of every visitor on your site – in real-time.

Manage contact volumes

Stay in control of your customer service queues and contact volumes with strategic channel management.

With Puzzel Digital Engagement, you can guide online customers to the most efficient channel based on the type of request they have, agent availability, opening hours and workload.

Directing customers to the right channel, the first time, will immediately improve your first contact resolution rate and slash service costs.

Automate and self-service with Puzzel Smart Chatbot

Reduce your call volumes and free agents from repetitive and mundane tasks with Puzzels AI powered Smart Chatbot.

Unlike basic chatbots that simply answer FAQs, our bot is proactive, starting each conversation with contextual information relevant to the visitor’s specific needs.

They have the same tools as a live agent with the ability to navigate and assist in simple tasks to save agents time. This includes helping customers to log in and collecting required information before handing over to a live agent.

If an enquiry needs a human touch, customers are seamlessly transferred to a live agent with a full handover of their interactions, journey, and profile data, so agents are always up to speed.

Increase sales and improve loyalty with personalisation

Use customer data from your CRM to personalise offers and messaging, such as reminding a customer to renew their subscription when it’s about to expire. You can even customise rules for different customer segments including first-time visitors, long-time users, vulnerable customers and VIPs.

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.

Escalate a conversation seamlessly from chat, through to voice and on to video whenever you need to.

Use advanced interactions such as screen share or co-browsing to assist customers with complex tasks, such as filling out a form or completing a purchase.

Become a digital-first contact centre

Most customer journeys start online, which means omni-channel Contact Centres need to have the right tools for an efficient channel strategy. This is where Puzzel Digital Engagement ties it all together:

1. Direct customers to the most efficient channel based on their intent, value and your current capacity

2. Free up your resources by automating transactional conversations with our Smart Chatbots

3. Easily clear up any customer confusion by using advanced digital collaboration tools such as video calls and screen sharing

Through better channel management, our customers are able to resolve 90% of enquiries on first contact and have reduced their service costs by up to 50%.

Digitise and automate your sales and marketing

Turn first-time visitors into customers. Increase sales and leads by engaging with the right customer, at the right time and through the most efficient channel:

1. Dramatically reduce your cart abandon rates by offering assistance or discounts with high precision

2. Automate your upselling through our Smart Chatbot or live agents

3. Increase your order value by offering proactive assistance when needed so customers don’t leave the site and instead continue shopping

4. Collect leads 24/7 and assist customers outside of your opening hours with our Smart Chatbot

By proactively engaging visitors on their website, our customers have seen a 35% increase in conversion, a 5x decline in cart abandonment rates and an increase in average order value of 30%.

Trusted by award-winning businesses 

With an increase of conversion with 26%, email reduction with 40% and a 70% reduced handling time thanks to the chatbot who pre-process dialogs before handing over to a human we are more than happy. We can now provide accurate personal service at all levels, especially to our 1.2 million loyalty members who choose to use digital channels.” 

Chérie Dahlin Customer Service Manager at Granngården 

Frequently Asked Questions

Digital Engagement is een digital-first oplossing voor klantenservice. Het stelt organisaties in staat om websitebezoekers te segmenteren op basis van hun digitale gedrag, customer journey en/of waarde, en vervolgens elk individu de meest efficiënte oplossing voor hun vraagstuk te bieden. Dit kan inhouden dat bezoekers naar een bepaalde pagina op de website worden geleid voor informatie of specifieke documenten, of dat ze via webchat, spraak of video met een live-agent worden verbonden.

Digital Engagement kan uw klantenservice-, verkoop- of marketingteam helpen met het:

• …verbeteren van het oplossingspercentage bij het eerste contact door klanten direct bij de eerste keer naar het juiste klantenservicekanaal te leiden voor hun specifieke vraag
• …optimaliseren van het beheer van de verschillende kanalen door klantvragen te routeren op basis van hun prioriteit en uw beschikbare middelen
• …verhogen van de de conversie door proactief gepersonaliseerde ondersteuning te bieden op de belangrijkste momenten in de customer journey, bijvoorbeeld tijdens het afrekenen (checkout)

Onderzoek toont aan dat 66% van de klanten zich tegenwoordig als een nummer behandeld voelt. Maar met Digital Engagement kunt u ervoor zorgen dat elke klant zich gezien en begrepen voelt. Door het digitale gedrag van uw klanten te volgen, kunt u hun behoeften beter begrijpen en een meer persoonlijke service bieden. Dit bespaart kostbare tijd voor uw klanten (en kostbare middelen voor uw organisatie).

YYeJa, onze standalone oplossing voor Digital Engagement is WCGA 2.1 compliant.

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