JF
James F.
Mid-Market (51-1000 emp.)
"Excellent product"
5/5
What do you like best about Puzzel CX Platform?

Simple to use and has features that are appropiate to our service.

Straightforward for advisers to use with quick efficiency to be able to serve customers quickly.

Effective software to handle calls, log registrations as well as email tickets to update and monitor. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

Puzzel ticketing reports could be clearer to understand. Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
Edit edit

Thank you for your review! We're thrilled to hear that you find Puzzel excellent and appreciate its simplicity and appropriate features for your service needs. We value your feedback on ticketing reports and will work on making them clearer to understand. It's great to know that Puzzel is effectively handling your customer communications through emails and calls, allowing you to respond promptly and manage volumes efficiently. Thank you for sharing your positive experience with us!

Morgan Sandberg

Customer Marketing Director

Verified User in Insurance
II
Verified User in Insurance
Enterprise (> 1000 emp.)
"High class solution for customer centric service and sales"
4.5/5
What do you like best about Puzzel CX Platform?

Puzzel offers a complete plattform for customer centers supporting true customer centric service and sales.

By collecting all the CC agent's task, regardless of channel, in one integreated system we secure that every agent always do the most important task at the time. That means blending of voice (in- and outbound), chat, e-mail and back office tasks. To operate in a complete system makes it easy to use for the agents.

The implementation/integration of the system was well structured, managed and succesful despite high comlexity in our set up.

The attention from Puzzel when incidents occurs is high class.

The possibility of own administration of the system creates speed in changes and saves costs for the customer. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

To little involvement of the customer during development projects to ensure that delivery meets the customer's expectations and intentions.

Limited opportunities for customer adaptions to support specific processes or needs. Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
Edit edit

Thank you for your fantastic review! We're delighted that you find Puzzel to be a high-class solution for customer-centric service and sales. It's great to hear that our integrated platform helps your agents prioritise tasks effectively across various channels, leading to excellent and efficient customer service.

We appreciate your feedback on the need for more customer involvement during development projects and the desire for more customisation options. We're committed to improving in these areas.

Your acknowledgment of a structured and successful system implementation, along with high-class incident attention, means a lot to us. Thank you for sharing your experience and insights, and we look forward to continuing to support your success.

Morgan Sandberg

Customer Marketing Director

JH
Jacob H.
Enterprise (> 1000 emp.)
"I've been working with Puzzel in depth since 2019. I build callflow and manage users etc."
5/5
What do you like best about Puzzel CX Platform?

I like that the customer has the ability to make changes within the call flow tool, so we don't need to contact Puzzel each time we want to change something. The design of Puzzel admin portal is user friendly and the agent application is also very straight forward. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

We need to be able to control more ourself.

Customer support for "basic" cases should be faster then 5 working days. Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
Edit edit

Hi Jacob, I’m thrilled to hear that you've been working closely with Puzzel since 2019! Your feedback is invaluable to us.

It's fantastic to know that you appreciate the flexibility our platform offers in managing call flows. We take pride in designing user-friendly interfaces, and we're delighted that you find both our admin portal and agent application straightforward.

We understand your desire for more control, and we're actively working to provide even greater autonomy. Additionally, we're committed to improving our response times for basic cases to better serve you.

At Puzzel, our aim is to simplify and enhance your contact center operations. We're grateful for your partnership and excited about the opportunity to continue supporting your business as we strive for excellence together.

Thank you very much for your feedback.

Morgan Sandberg

Customer Marketing Director

MJ
Magnus J.
Head of Office
Small-Business (50 or fewer emp.)
"Happy with Puzzel!"
4.5/5
What do you like best about Puzzel CX Platform?

Fast customer service. Easy to learn the system and get problems. Reliable Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

Previously slow in admin mode, but upgraded for the better. Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
Edit edit

Thank you for your kind words! We're delighted to hear that you're happy with Puzzel and that our fast customer service and reliable solution meets your needs. It's great to know that our constant efforts to improve are making a difference. We're committed to making your job easier and more efficient. Thank you for choosing Puzzel!

Morgan Sandberg

Customer Marketing Director

Verified User in Insurance
II
Verified User in Insurance
Enterprise (> 1000 emp.)
"Puzzel review"
3.5/5
What do you like best about Puzzel CX Platform?

The admin tool which gives us (almost) complete freedom to configure the system by ourselves.

Puzzels roadmap: I get the feeling that Puzzel has a good and clear roadmap. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

Some features and functionalities are lacking a "modern" feeling and feels like remains of an older way to do things - not yet updated.

For example: It is not possible to have a WYSIWYG editor for preconfigured chat templates. Written text will be written in raw text and there is no way to edit or configure the text which gives the text an unprofessional look for the customers. Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
Edit edit

Thank you for your review! We're glad you appreciate the flexibility of our admin tool and the clarity of our roadmap. We acknowledge your feedback on the need for a more flexible editor for chat templates. Your input is valuable as we strive to improve. We're pleased that Puzzel effectively handles and routes your customer contacts. Thank you for sharing your experience!

Morgan Sandberg

Customer Marketing Director

RR
Rasmus R.
Mid-Market (51-1000 emp.)
"Great insights"
5/5
What do you like best about Puzzel CX Platform?

Capturi has given us the insights needed to qualify the feedback of customers, for future CX actions. On top of that, we have been able to improve our colleagues understanding of the daily CX routines, by providing a great real-time updated overview. It's easy to use, has a ton features on the dashboard side and we we're online in 30 minutes. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

There is nothing in the current solution we don't use and we are not missing any features atm. Review collected by and hosted on G2.com.

Philip L.
PL
Philip L.
Small-Business (50 or fewer emp.)
"Owner"
5/5
What do you like best about Puzzel CX Platform?

Extremly user-friendly.

Onboarding for new sales-rep takes about 5min.

Upload a new project takes max 1h.

The support have been great.

Using the system for about 13 years now.

Got all the features we need. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

Maybe we could use more AI - not sure how but a few more solutions with "fluffy-solutions". Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
Edit edit

Thank you Philip for your long-standing loyalty to Puzzel and for sharing your positive experience with us! It's fantastic to hear that you find our platform extremely user-friendly and that onboarding new sales reps is a breeze, along with the quick project upload process.

We're thrilled that our support team has been helpful throughout your 13 years of using Puzzel, and we're glad to hear that you have found all the features you need within our platform.

Your feedback on incorporating more AI solutions is valuable to us. We're constantly seeking ways to innovate and enhance our platform. In particular, we're expanding our AI capabilities to further assist agents in their work.

It's gratifying to know that Puzzel is helping your team maintain a high tempo and reach out to more people per hour. Improving efficiency and productivity for businesses like yours is what drives us forward.

Thank you again for your feedback and for being a valued part of the Puzzel community. We're here to support you every step of the way!

Best regards,

Morgan Sandberg

Customer Marketing Director

Viktor L.
VL
Viktor L.
CEO
Mid-Market (51-1000 emp.)
"Perfect solution for companies who books meetings"
5/5
What do you like best about Puzzel CX Platform?

Easy to use, good support, solves all of the most common needs for us Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

I would love to have more flexibility with the numbers used. Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
Edit edit

Thank you very much for your review! We're thrilled that Puzzel Sales Intelligence is making it easy for you to book meetings and support your diverse client needs. We appreciate your feedback on number flexibility and will consider it for future improvements.

Morgan Sandberg

Customer Marketing Director

JB
Josef B.
Small-Business (50 or fewer emp.)
"Great System 5/5"
5/5
What do you like best about Puzzel CX Platform?

I've been working with Puzzel for years and I like that they are always ready to help and solve problems that may occur. Besides that Puzzel is a great platform for making cold-calling in our case fun and effective! I recommend Puzzel to all my clients and will continue to do so. They are great! 5/5! Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

That i cant send out an invite to clients directly from puzzel, so they can confirm or cancel the meeting! Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
Edit edit

Hi Josef,

Thank you for your glowing review and continuous support of Puzzel! We're thrilled to hear that you've had a positive experience with us over the years.

It's fantastic to know that our team's readiness to assist and solve problems has been valuable to you. We're also delighted that Puzzel has made cold-calling both enjoyable and effective for your team, and we appreciate your recommendation to your clients.

Regarding your feedback about sending invites directly from Puzzel, we understand the importance of this feature and will certainly take it into consideration for future improvements.

Puzzel is dedicated to helping businesses like yours reach their calling goals efficiently while ensuring your sales team focuses on the right tasks throughout the day. We're committed to continually enhancing our platform to better serve your needs.

Thank you again for your feedback and support. We look forward to continuing to exceed your expectations!

Best Regards,

Morgan Sandberg

Customer Marketing Director

Paula F.
PF
Paula F.
Mid-Market (51-1000 emp.)
"CRM for giving customers good experience"
5/5
What do you like best about Puzzel CX Platform?

To be able to use different contact channels in the same tool. Also to combine with other widget services Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

Sometimes Puzzels customer service towards us customers could be better Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
Edit edit

Thank you so much Paula for sharing your valuable feedback with us! We're delighted to hear that you appreciate Puzzel's versatility in offering various contact channels within a single tool, as well as its seamless integration with other widget services.

We sincerely apologise for any shortcomings you've experienced in our customer service interactions. Rest assured, we're committed to continuously improving and providing you with the outstanding support you deserve.

It's wonderful to know that Puzzel is helping you streamline your customer journey and providing easy access to valuable statistics. Your success is our priority, and we're thrilled to be part of your journey.

Thank you once again for your feedback and for choosing Puzzel.

Warm regards,

Morgan Sandberg

Customer Marketing Director