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.
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.
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.
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.
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.