Puzzel Product Card

Value Proposition

nps.today is the leading NPS and CX-based, omnichannel survey engine for Puzzel. This integration let organizations gain the ability to manage customer satisfaction and loyalty across service and sales channels with complete automation, avoiding the need for switching between systems, and without the need for major IT projects.

Below you see a video of our Puzzel solution:

MEASURE

Set up and manage branded surveys
Set up automated survey triggers based on ended calls or chat sessions in Puzzel
Set up NPS triggers in other customer systems

UNDERSTAND

Make feedback visible for the agent when claiming a call
Make feedback visible in all your other customer systems like Salesforce, Teams, Slack, and Outlook
Analyze feedback in your favorite BI system, incl. the plug & play app for Power BI
Identify trends with manual or AI based tagging/categorization

ACT

Set up automated email alerts and notifications based on responses in nps.today.

Key Features

Send Survey

Automated surveys

Surveys are automatically sent immediately after an inbound or outbound phone call or chat ends. This captures fresh feedback without manual effort, providing real-time data for both the agent and management.

In nps.today you can establish queue-specific survey frameworks by associating each unique queue with a dedicated campaign or survey to enable feedback differentiation.

View response data in Puzzel

Customer feedback tab

Agents can instantly see the customer's latest feedback and score when a call is routed through the queue.

Here they can see the following feedback data:

Ratings
Comments
Main reason
Follow-up questions
Agent ratings
P-GAP scores

Customer Tab

Agent tab

The Agent Tab grants agents direct access to review all customer feedback generated from their individual engagements.

Here they can see:

Responses
Avg. rating
NPS score
Rating distribution
The list of individual customer responses

You also have an adjusted time frame of the data presented. This makes it easy for agents to reflect on their personal performance over time. For example, an agent can look at their NPS score and feedback from "Today," the "Last 7 Days," or the "Last Month" to track improvements or spot recent issues.

Agent Tab

P-GAP

When ending a call an automated prompt asking the agent to rate the quality or outcome of the interaction from their own perspective before the customer survey is sent out.

This rating is then compared to the customer's actual rating to determine the Perception Gap (P-GAP).

This captures the agent's subjective view and encourages the agent to immediately reflect on the call. By asking them to rate their own performance while the experience is fresh in mind, it helps build self-awareness about how well they feel they meet the customer's needs.

The data gathered is crucial because it helps managers objectively identify where an agent's perception of their service differs from the customer's reality, leading to more targeted coaching and training.

Agent Tab

Close the loop

Set up automated email notification

Create automated email notifications when a customer submits important feedback. These notifications are sent directly to the agent or their manager, enabling them to rapidly act on incoming responses and close the feedback loop.

NPS notification