November 13, 2019—Six months following its debut, CallJoy, a cloud-based phone agent, announced a new version of its product, which provides small business owners with automation, customization and scalability.
“Since we launched CallJoy in May, we’ve talked to thousands of small business owners about their needs, specifically, how CallJoy could be more helpful to them,” said Bob Summers, general manager of CallJoy. “We took their feedback and put it into our product. Now, CallJoy gives them even more time savings, business insights and control.”
According to New Voice Media, after one negative experience, 51 percent of customers will never do business with that company again. But American Express found that 70 percent of U.S. consumers say they’ve actually spent more money with a company that delivers great service. And since U.S. local businesses receive over 400 million calls per day, the consumer journey often starts on the phone line.
“When small businesses don’t deliver a delightful customer service experience via telephone, it’s not because they don’t want to please callers. Rather, it’s simply because they’re too busy serving in-person patrons and they can’t hire an employee whose sole responsibility is answering the phone,” Summers explained. “Calls go unanswered, conversations are rushed, and follow up details get lost in a pile of sticky notes.”
To ensure every caller is greeted quickly and professionally, CallJoy’s new version includes a more customizable and intelligent phone agent. Now, business owners can control what the agent’s voice sounds like and exactly what it says to customers when they call. From there, owners and managers of small businesses can easily program their agent to route calls and answer common questions. For example, the agent would ask, “In a few words, how can I help you?” Then, a caller might inquire, “Do you allow dogs on your patio?” The agent would respond, “Yes! We allow pups on our patio. Would you like to make a reservation?” If the customer does want to book a table, the agent would text the caller a URL to the restaurant’s
third-party online reservation app.
The entire virtual customer service experience is professional and friendly and doesn’t require any of the business owner or staff’s time. Moreover, if dozens of callers dial a business at one time, CallJoy can scale to handle each caller simultaneously.
“With three locations, my quick-serve restaurant is inundated with calls about food orders, catering requests and open hours,” said John Peterson, owner of the Rice Box, a top Chinese takeout restaurant in Houston. “We’ve used CallJoy for a year and are excited about the flexibility and automation in the new version, as it promises to further handle customer demand on the phone so my team can focus on what they do best - making great food and hospitality.”
CallJoy was developed by a team within Area 120, Google’s internal incubator for experimental ideas, and is currently available in the U.S. CallJoy is designed for small business owners and managers.
