The Happy Puzzle Company Case Study

Background

The Happy Puzzle Company brings exciting games and puzzles to the UK market. Many of its products are developed in-house, while others are sourced exclusively from around the world.

With a focus on fun, innovation, and family entertainment, the company is dedicated to delivering high-quality games that bring people together.

As demand for indoor games surged during the Covid-19 lockdown, The Happy Puzzle Company faced a significant increase in customer enquiries and orders. To maintain its high standard of customer service, it required a scalable and efficient call-handling solution.

Managing a surge in customer inquiries

In 2020, lockdown measures led to a dramatic rise in demand for The Happy Puzzle Company's products. Customers were eager to purchase indoor games and activities, leading to a surge in phone orders and customer enquiries.

Additional support to meet demand

At the same time, changes in suppliers and fluctuating order volumes meant the company needed additional customer service support, without the long-term commitment of hiring extra in-house staff.

To continue providing exceptional service, The Happy Puzzle Company turned to Answer4u for a flexible and responsive call-handling solution.

Scalable and efficient call handling

In June 2020, The Happy Puzzle Company partnered with Answer4u to implement a flexible, time-efficient phone answering service that could adapt to changing call volumes throughout the year.

Our agents provided:

• Responsive inbound call handling, ensuring no order enquiries were missed.
• Order processing and customer assistance, guiding customers through purchases.
• Scalable support, managing peaks in demand without increasing in-house staff.

Given that a large proportion of sales are made over the phone, Answer4u ensured that every customer received professional and friendly support, enhancing their buying experience.

Seamless integration with in-house systems

To provide a smooth ordering process, Answer4u agents were granted access to The Happy Puzzle Company’s client portal. This allowed them to:

• Place customer orders directly within the system.
• Handle calls efficiently, reducing wait times and improving service quality.
• Deliver a seamless customer experience, matching the high standards set by The Happy Puzzle Company.

Although online sales were available, many customers preferred to order by phone, making Answer4u’s expert call-handling service essential to the company’s operations.

Outstanding customer service and business growth

Thanks to Answer4u’s expertly trained agents, The Happy Puzzle Company successfully managed record-breaking demand in 2020 while maintaining its reputation for excellent customer service.

The partnership enabled the company to:

• Handle peak call volumes efficiently without hiring extra staff.
• Provide professional, friendly support, enhancing the customer experiences.
• Ensure every enquiry was answered, leading to increased sales and customer satisfaction.

With a scalable, professional call-handling solution in place, The Happy Puzzle Company ensured customer enquiries were answered promptly, leading to increased sales and satisfaction. This flexible support provided a reliable foundation for future growth.