Verified User in Telecommunications
AT
Verified User in Telecommunications
Mid-Market (51-1000 emp.)
"User friendly"
4.5/5
What do you like best about Puzzel CX Platform?

It it easy to utilize and very user friendly. You have great FAQ and a helpful chat whenever I have questions or need help. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

It may take some time to get answer whenever I create a ticket, but I get good help when the process has started. Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
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Thank you for your review! We're delighted to hear that you find Puzzel user-friendly and appreciate our helpful FAQ and support. We acknowledge your feedback about the ticket response time and are glad to know that you receive good assistance once the process starts. It's great to hear that Puzzel is making things smoother for your customer service department. Thank you for sharing your experience!

Morgan Sandberg

Customer Marketing Director

Verified User in Insurance
EI
Verified User in Insurance
Mid-Market (51-1000 emp.)
"Technical Issues Creating Ongoing UX Problems"
1.5/5
What do you like best about Puzzel CX Platform?

Diverse and the possibility to integrate with CRM Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

Technical issues resultning in UX problems. Alot of manuel handling Review collected by and hosted on G2.com.

Response from Brona O'Donnell of Puzzel CX Platform
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Thank you for taking the time to share your feedback with us, we really appreciate it.

It’s great to hear that you value the diversity of the Puzzel CX Platform and its ability to integrate with your CRM, as well as the quality results you're seeing from AI Search and the reduction in FAQ traffic through the chatbot.

We’re sorry to hear about the technical issues and manual handling you've experienced. That’s not the experience we want for our users, and your input is incredibly valuable in helping us improve. Our team is continually working to enhance stability, reduce friction, and streamline workflows across the platform, and your comments help us identify where we can do better.

If you’re open to it, we’d love to learn more about the specific challenges you’re encountering so we can support you directly and ensure the platform works smoothly for your team.

Thanks again for your honest review and for helping us improve.

Bróna O'Donnell

Customer Marketing Manager

Verified User in Hospitality
AH
Verified User in Hospitality
Mid-Market (51-1000 emp.)
"User friendly, easy to add/remove and make changes without contacting support"
5/5
What do you like best about Puzzel CX Platform?

User friendly, easy to add/remove and make changes without contacting support and when we do contact the support we get great service Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

That there is a delay in the reports, we want to be able extract data in real time. We would also like to build our own tailor made reports but it is not possible to combine all data in one report. Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
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Dear customer, thank you very much for your excellent feedback! We're glad to hear that you find the platform user-friendly and easy to manage independently — that's precisely what we aim for. We're also pleased to hear that you found our support team helpful when you needed them.

We value your feedback on reporting and are actively working to improve access and flexibility. Accessing the right data at the right time is key for many organisations. For this reason, we offer several different ways to access and analyse data, so we may well have the solution you are looking for. Please speak to your Customer Success or Account Manager at your next business review.

Thank you for being a valued Puzzel user!

Best regards

Morgan Sandberg

Customer Marketing Director

Sharon A.
SA
Sharon A.
Supporter Care Adviser
Mid-Market (51-1000 emp.)
"Puzzel works well but could do better"
3.5/5
What do you like best about Puzzel CX Platform?

I use Puzzel daily, it's an integral part of my work. Custome Support is available, which is really useful. All emails to action in one place. Love being able to Save my different Save criteria. Can see 100 emails on one page and can search by email address and different options. Templates are great too. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

When I'm searching on page 2 or 3 (in the middle of my total emails, If I amend anything, then it takes me back to page 1 which is really annoying. Would like to be able to tweak and add a note or tag without it going back to the start. Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
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Hi Sharon

Thank you so much for your detailed feedback on Puzzel! We're delighted to hear that Puzzel is an integral part of your daily work and that you find our customer support, email centralisation and templates valuable.

We understand your frustration with the navigation returning to page 1 after making changes. Your suggestion about being able to tweak and add notes/tags without losing your place is valuable and we'll look into improving this aspect.

We're pleased that Puzzel helps you manage your emails efficiently by centralising them and keeping track of pending and received emails. Your feedback is crucial for us to improve our service.

Best regards,

Morgan Sandberg, Customer Marketing Director

Verified User in Retail
AR
Verified User in Retail
Enterprise (> 1000 emp.)
"WFM and reporting review of Puzzel"
4/5
What do you like best about Puzzel CX Platform?

I like that Puzzel offeres a platform with many different products that can handle all our customers interactions from calls to tickets and chatbot. They have frequent updates and improvements of their products. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

In some cases long handle times for reported tickets. Some basic reporting measures requires a access to their raw data package. Review collected by and hosted on G2.com.

Response from Raïsa van Olden of Puzzel CX Platform
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Dear Puzzel user,

Thank you for taking the time to share your feedback! We’re happy to hear that you value the breadth of our solution — from calls to tickets and chatbots — and that our frequent updates and improvements are making a positive impact for your team. It’s great to know that having all your customer interactions in one place is helping you scale and adapt as your needs evolve.

We also appreciate your constructive feedback regarding ticket handling times and access to certain reporting measures. Your comments have been shared with our product and support teams so we can continue improving in these areas. In the meantime, if you’d like to discuss reporting needs or current cases in more detail, our Customer Success team is here to help.

Thanks again for being a valued Puzzel customer. We look forward to continuing to support your CX journey and helping you get even more from the platform.

— The Puzzel Team

Craig H.
CH
Craig H.
Senior Resource Planning Analyst
Utilities
Small-Business (50 or fewer emp.)
"Great products and great relationships make your business great."
4/5
What do you like best about Puzzel CX Platform?

Much of Puzzel's wide range of offerings can be configured to fit your business needs, and offer a single seemless platform for your contact centre. User interfaces are relatively intuative, albeit could use some refinement following product growth. Implementation of additional features is straightforward and well supported, and additionally, they are happy to work with you to configure bespoke connectivity to your other services, and if it is not yet available it is often on their roadmap. Upgrades and improvements are frequent, and support is always helpful. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

As the platform and range of products within grows, as significant daily users of the platform, some administrative functions could do with a rethink. Also some configuration options of PCC limit your reporting options without resorting to writing your own from the SQL database. Puzzel's WFM offerings are ok, but may not fit everyones needs. Review collected by and hosted on G2.com.

Response from Rachael Russell of Puzzel CX Platform
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Thank you, Craig, for taking the time to leave us your feedback!

We're pleased to hear you're happy with Puzzel and you feel our solution fits your business needs. We're always innovating and releasing new features to keep your contact centre updated with the latest CX and technology trends. We value your feedback on Puzzel WFM and our contact centre reporting functionality and have passed this feedback on to our development team.

Thanks again.

Rolf Bjarne E.
RE
Rolf Bjarne E.
Head of Sales & Customerservice
Small-Business (50 or fewer emp.)
"Great solution at a fair prize"
5/5
What do you like best about Puzzel CX Platform?

The Puzzel platform is simple and clear to use. Intuitive interfaces provide a good overview and easy administration. Training employees is also straightforward. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

Can't think of anything.... It works as they say, and delivers what is promised! Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
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Hi Rolf Bjarne! Thank you so much for the great feedback! We love hearing that Puzzel is easy to use and helps you handle all your customer inquiries smoothly. Great to know it does exactly what you need — that’s what we’re here for! We really appreciate having you with us.

Best regards

Morgan Sandberg

Customer Marketing Director

Kasper S.
KS
Kasper S.
Kvalitetskonsulent
Mid-Market (51-1000 emp.)
"Lovely, intuitive, and useful system."
5/5
What do you like best about Puzzel CX Platform?

One of the things I like most about Capturi is how it feels as though only your imagination sets the limits. There are so many features and ways to combine things, allowing you to achieve exactly what you want. Capturi is only as complex as you make it. If you want a simple system to listen to your calls, it can do just that. But if you want a system that, with the help of AI, trackers, graphs, and trends, allows you to analyze your business, it can do that too. Brilliant. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

I don't really have any negatives about Capturi. For what we've needed it for, it has worked perfectly. If we’re unsure about anything, we receive great guidance. I have no complaints at all Review collected by and hosted on G2.com.

Verified User in Outsourcing/Offshoring
AO
Verified User in Outsourcing/Offshoring
Mid-Market (51-1000 emp.)
"Puzzel WFM helps us save time on scheduling."
5/5
What do you like best about Puzzel CX Platform?

It's very easy to use, easy to understand and navigate. We can update schedules in real time very quick. If something goes wrong we always get a quick reply from the support. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

It would be helpful to get a notification when a holiday request has been added, in small teams that don't have many requests it can be easy to forget to check the request page. Review collected by and hosted on G2.com.

Response from Morgan Sandberg of Puzzel CX Platform
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Thank you so much for your kind words! We're really glad to hear that Puzzel WFM is helping you save time and improve efficiency. It's great to know that you find the solution easy to use and that our support team has been responsive when needed. We also appreciate your feedback about holiday request notifications – that’s a valuable insight we’ll pass along to the team.

Thanks again for sharing!

Morgan Sandberg

Customer Marketing Director

Thomas H.
TH
Thomas H.
Optimization & Training Manager
Mid-Market (51-1000 emp.)
"Extremely user-friendly and provides us with high-value insights"
5/5
What do you like best about Puzzel CX Platform?

Capturi has been instrumental in improving our customer interactions and daily operations by providing real-time insights and an easy-to-use platform. It has enhanced our training, reduced the need for traditional analysis methods, and helped us quickly identify and address challenges. The tool is user-friendly, highly beneficial, and continues to evolve, with excellent support to meet our needs. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

The tool has great potential, but time constraints can limit its full use. But overall, no major drawbacks have been identified. Review collected by and hosted on G2.com.