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.
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.
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 our SMS services are delivered via our Puzzel SMS Gateway to both UK and international mobile operators.
Puzzel SMS seamlessly integrates with the Puzzel Contact Centre and Puzzel Ticketing.
SMS Traffic Dashboard provides a snapshot of your traffic and an overview of trends over time.
Puzzel’s SMS services are delivered via Puzzel SMS Gateway. Puzzel SMS can also integrate with your internal systems, such as the Puzzel Contact Centre and Puzzel Ticketing. Puzzel SMS Gateway supports most known protocols for integration with in-house systems.
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:
Puzzel Ticketing 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 Ticket Rules Management system for rule-based and automatic processing of inbound SMS. Puzzel Ticketing also has a campaign module for mass SMS distribution.
“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
“We have been a delighted customer of Puzzel for over 10 years”
“With the continued R&D there is always something new to add to an already wide range of features ensuring that communicating with our customer remains seamless. With their great reporting facility, managing your staff, your customer contacts and your workload has never been easier. The support team are friendly and reliable with a real personal touch, ensuring that we have a cloud-based solution that is always up and running.”
Leigh Jansen, Head of Customer Care and Operations at Figleaves
“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.