Puzzel Contact Centre for Retail and E-commerce

Turn first-time shoppers into lifelong brand lovers

Deliver smarter shopping experiences for today’s connected customers

“To succeed in retail, you need to excel in customer service.

“To succeed in retail, you need to excel in customer service. Every interaction – whether it’s in-store, online or over the phone – needs to be designed for the customer, with convenience and empathy at its core.”

Kyle Monk, Director of Insight, British Retail Consortium

A customer service platform built for retail and e-commerce:

  • Deliver omnichannel shopping experiences
    Connect with your customers anytime, anywhere, through any channel and on any device.
  • Fully customisable to suit your customers’ needs
    Our open software can integrate with your existing CRM, plus dozens of other payment, sales and analytics apps available via our Puzzel Marketplace.
  • Scale anytime to meet seasonal demand
    Get your contact centre up and running in just days – not weeks – and scale anytime to meet seasonal or unplanned demand
    .

Engage with your customers across all channels

Meet your customers on the channels most convenient for them and continue your conversation wherever they go next. From email to web chat, voice to video, with Puzzel’s omnichannel contact centre you can ensure a consistent shopping experience in-store, over the phone and online.

Deliver a seamless customer journey from discovery to post-purchase

Create memorable experiences

The average customer will interact with a brand up to four times before making a purchase. With Puzzel’s omnichannel cloud contact centre, you can ensure every interaction is handled quickly and expertly to accelerate the decision-making process and win the sale.

Intelligent skills-based routing guarantees every customer is directed to the right agent to answer their enquiry the first time, while chatbots and self-service channels work in the background to help keep queues low. Research shows 25% of British consumers have switched to a different brand based on a poor customer experience, so providing high-quality service across all touchpoints is crucial for retaining loyalty.

Make fast and secure payments

When it comes time to purchase, your customers are protected with the highest security and privacy measures. Our cloud solutions are ISO 27001, ISO 9001 and PCI DSS certified, so you can facilitate safe and secure transactions across all channels. 

If customers need a professional consultation, a visual demonstration of your product, or a little extra help navigating your online store, agents can instantly video chat or share their screens using Puzzel Live Share. In a world where 66% of customers feel treated like a number, providing a human touch in these micro-moments that matter can make all the difference.

Build loyalty with personalised service

76% of British consumers now expect personalised customer service delivered both in-store and online.

Puzzel makes this possible with all channels and customer data consolidated into one powerful cloud platform. With a 360° view of every customer, plus seamless integrations with Salesforce, Microsoft Dynamics, and other leading CRMs, agents can deliver highly personalised service and pick up any ongoing conversation wherever it left off. Agents can also track customers’ moods during service interactions using Sentiment Analysis, while Speech Analytics can help contact centre leaders collect vital feedback and identify opportunities for future sales and promotions.

Expand beyond the high street

With more than 20 years’ experience building tailored customer service solutions and helping retailers migrate to the cloud, we are the technology partner you can trust to guide and support you on your digital transformation journey. Whether you’re a brick-and-mortar store looking to improve your digital customer service, or an experienced online retailer looking for the next big thing, our expert team is ready to help.

Trusted by leading businesses

“Was an obvious choice”

“We know the importance of re-investing in our services to be ahead of the future needs of our clients. The choice in industry-leading Claranet’s Hosted Team Voice and Puzzel’s Hosted Contact Centre to seamlessly engage our IT Help Desk analysts across voice, email, social media, SMS, with those at the front line of our client teams was an obvious choice.”

Dan Smith, CEO at Retail Assist

Proudly recognised for our standards and vision

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Leading CCaaS innovator in Europe

Discover more about Puzzel

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