CallJoy’s Virtual Phone Agent Adds More Automation
Six months following its debut, CallJoy, a cloud-based phone agent, released updates to its product.
The San Francisco-based company said it has talked to small business owners about their needs and used their feedback to improve the product.
Small businesses can't afford not to deliver great customer service via the phone. U.S. local businesses receive over 400 million calls per day. According to New Voice Media, after one negative experience, 51% of customers will never do business with that company again. But American Express found that 70% of U.S. consumers say they’ve actually spent more money with a company that delivers great service.
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 best of all - 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. To learn more about CallJoy, visit Google’s blog, The Keyword.