SMS Messaging

An SMS service tailored to your needs

Puzzel SMS is a simple and user-friendly service that enables you to communicate with your customers in a fast and effective way.

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 to virtually anywhere in the world.

  • 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.

Did you know?

98% of people read any SMS they receive on their mobile within minutes.
If a response is requested, up to 45% respond within just 90 seconds.

Why use Puzzel SMS?

SMS is an effective way to communicate with your customers and employees. Puzzel SMS enables you to use SMS for both personal communication and mass communication, and provide a positive user experience. Puzzel SMS is a robust service and our customers send and receive several hundred million messages every single year.

All SMS services in one place

All our SMS services are delivered via our Puzzel SMS Gateway to both UK and international mobile operators.

An integrated channel

Puzzel SMS seamlessly integrates with the Puzzel Contact Centre and Puzzel Ticketing.

Overview of all SMS traffic

SMS Traffic Dashboard provides a snapshot of your traffic and an overview of trends over time.

Puzzel SMS services

  • SMS Campaign: Used for mass distribution to imported recipient lists at a specified time
  • SMS to Email: Incoming SMS to a specified code word is sent to an e-mail address
  • SMS Messenger: For businesses that need to supply information via SMS to customers or employees
  • SMS Inbox: Provides an overview and control of incoming SMS, with text, sender and time received
  • SMS Log search: Search for end user numbers within a specified time period and obtain an overview of all messages received and sent to various service modules

Integrate SMS into your contact centre

Integrating SMS into your contact centre solution offers endless possibilities – from mass communication to personalised customer interactions and automated messaging via smart bots and rule-based solutions.

Examples of SMS for contact centres:

• Send text messages to callers during calls, for example, with a URL.
• SMS callers in a queue, enabling them to request a callback.
• Respond to inbound SMS in the same way as web chats, with seamless handovers to agents, using Puzzel Bot Gateway.
• Measure customer satisfaction using SMS Survey.

SMS in Puzzel Case Management

Puzzel Case Management supports inbound SMS as a channel. This is especially useful for making sure sales leads generated by mass communications are manually followed up. Puzzel SMS has its own case management rules management system for rule-based and automatic processing of inbound SMS. Puzzel Case Management also has a campaign module for mass SMS distribution.

Trusted by award-winning businesses

luke sambridgeaffinity water

“It wouldn’t have been possible without Puzzel”

“Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!”

Luke Sambridge, Head of Customer Strategy & Experience

“Great service by a great company!”

“Puzzel’s omni-channel solution is great for companies that appreciate innovation, efficiency and reliability. At MYJAR, we use Puzzel’s telephony and ticketing solution, which has resulted in increased agent efficiency through Automatic Call Distributor (ACD) and skill-based routing, as well as contact prioritisation. It’s loved by agents because it’s modern, very user friendly and intuitive. Puzzel offers a fantastic range of customisable reports that you can tailor to your business requirements and their team is always available for support.”

Risto Proosa, Operations Director at MYJAR

“Great team and great support”

“Great team and great support. Always willing to listen and explore ideas with you and also share their experience to help you shape your services.”

Matthew Phillips, Assistant Director of Housing at Newlon Housing Trust

“Puzzel allowed us to have multiple users dealing with all incoming enquiries.”

“These ranged from course enquiries, directions to the three campuses, to funding enquiries.”

Declan Fallon, Glasgow Clyde College


Puzzel offers a highly effective service for measuring customer satisfaction. It gives you immediate feedback on how satisfied the customer is, and a score per team, queue and agent.

Notifications to winback teams and similar can also be enabled. This means that customers who give a low score can be contacted immediately, avoiding cancellations and negative criticism.

SMS Survey is delivered via Puzzel Contact Centre or can be integrated into your in-house customer management system.

Puzzel helps you to send SMS when it really matters. SMS is the ideal channel for important notifications, and these can be sent automatically under specified criteria from any service. Notifications can also be sent manually.

Puzzel SMS supports sending text messages with merge functions for a personal touch. For example, energy and utilities companies can message customers with their customer number and meter readings.

SMS can be utilised as a support channel via the Puzzel Contact Centre and Puzzel Ticketing, for case management. SMS is the ideal support channel for any business that deals with a lot with end users via mobile devices. In practical terms, every single user’s mobile phone is able to send and receive SMS. This requires neither a smartphone, downloading an app, nor setting up a username/password or e-mail address.

Find out more about Puzzel SMS

Contact us for an obligation-free chat