Google’s newly unveiled ‘CallJoy’ is a Cloud-based phone agent that`s aimed at helping businesses automate their customer service.
To bring this new service to market, Google combined some very impressive technologies into a single product. The service is an amalgamation of virtual phone numbers, audio transcription service, analytics, & automated reporting. Small businesses are the ones to benefit the most from using CallJoy as it offers the same virtual customer service that only big corporations can typically afford at an affordable monthly flat rate of US $39.
CallJoy is aimed at helping small businesses to better manage inbound calls. Area 120 Google’s in-house incubator is played a vital role in bringing the service to life & Bob Summers has been credited as the founder.
CallJoy offers businesses a virtual customer service agent which will provide callers basic information about their business or redirect customers to other customer-service channels to have their requests completed. CallJoy will also block spam calls thus helping business owners avoid unprofitable calls altogether.
Users are assigned a virtual local number which is programmed to receive only the calls that matter & block call that have been identified as Spam. The computer agent can be programmed to answer calls & greet callers with a message providing them with basic information about the business. The virtual agent can also interact with callers using simple sentences within a narrow dialog range or simply route the call to the main business line if the customer wishes to talk to a real person.
CallJoy also has an inbuilt text back feature that will come in handy for delivering important information to clients like where to place an order Online or book an appointment. The computer agent may ask a customer if they would like to be sent a link for placing an order. Once the customer agrees, a text will be automatically sent to the caller’s phone containing the requested URL. The message can also be further customized to deliver other vital information.
With the caller’s permission, CallJoy records every conversation. The call is then transcribed & will be accessible from an Online dashboard for managing the service. Important information like the caller’s phone number, the recorded audio, & transcript of the message is accessible from this dashboard. These saved pieces of information will be essential for running analytics & reporting allowing the business to further gain insights about their business & the things people enquire more about in order to make such information readily available. CallJoy compiles all the important information & metrics such as call volume, new or returning calls & so on & emails it to the user on a daily basis
For now, CallJoy isn’t available for everyone. The service is currently in early access mode which means it invites only. Google hopes to further fine-tune the service before opening it up to the general public.
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