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.
AGILE AND EFFICIENT CALL HANDLING AND CUSTOMER SERVICE
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.
ACCESS TO IN–HOUSE SYSTEMS
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.