Influx of Calls at the Happy Puzzle Company Influx of Calls at the Happy Puzzle Company

The Happy Puzzle Company bring games and  puzzles to the UK market. The online company  makes many of their own products in house, and  any others are sourced exclusively from around the  world. They aim to bring fun and exciting new games  to the market that can be enjoyed by families.  



In 2020, The Happy Puzzle Company had an influx of  calls from customers placing orders of indoor games and activities, the popularity of which increased as a result of Covid-19 lockdown measures. This increase in demand, as well as a change in suppliers, created  the need for a larger team to support inbound calls,  excellent customer service and to maintain the high  standard the Happy Puzzle Company pride themselves in.  

MPL Contact began working with The Happy Puzzle Company in June 2020 to provide phone answering  solutions that are time efficient and flexible in their approach to queries. As a high volume of orders are taken over the phone, the company requires responsive call handling and helpful assistance to guide customers through the purchasing journey. With fluctuating orders  throughout the year, The Happy Puzzle Company  brought in MPL Contact as a scalable solution to handle influxes of calls without the need for extra staffing.  MPL Contact ensure calls don’t go missed and that  customers are handled professionally and in good time.  



Our agents have access to The Happy Puzzle  Company’s client portal allowing them to place orders  for their customers. MPL Contact’s agents are therefore  able to deal with customer calls and take them through  ordering in one smooth process. Whilst online sales for  The Happy Puzzle Company are possible, their buyer  demographic means phone ordering is often the most  popular option for customers.



The Happy Puzzle Company had a successful  year in 2020; working with us allowed them  to cope with peaks in calls and to respond  efficiently to incredibly high demand. With  MPL Contact’s expertly trained agents,  customers were treated with a high level of  care and efficiency, creating a great customer  experience.

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