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Area 120

Helping small business phones get smart with CallJoy

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Think about how many times you’ve called a small business lately. I call local businesses near my home and office all the time—just last weekend, I was on the phone with the nearest exotic pet store to see if they had food in stock for our family's pet lizard.

My team within Area 120, Google’s workshop for experimental projects, conducted testing and found that small businesses receive an average of 13 phone calls every day. If you apply that average to America's 30.2 million small businesses, that would equal roughly 400 million incoming daily calls to local businesses from consumers placing a to-go order, booking an appointment, inquiring about inventory and more. That’s why we built CallJoy, a cloud-based phone agent that enables small business owners to measure, improve and automate customer service.

Meet CallJoy

With CallJoy, small businesses have access to the same customer service options that have historically only been available to larger corporations. If you’re associated with small business using CallJoy, here’s how it works: After a quick setup, you’ll receive a local phone number. CallJoy will immediately begin blocking unwanted spam calls so you receive the calls that matter—the ones from customers. Then, when the phone rings, the automated CallJoy agent answers, greets callers with a custom message and provides basic business information (like hours of operation).

If the customer calling would like to complete a task which can be done online, like place a to-go order or book an appointment, CallJoy’s virtual agent will send the customer an SMS text message containing a URL. Whether the customer speaks with you, talks to an employee, or just interacts directly with the CallJoy agent, the call will be recorded and transcribed for quality purposes. This allows small business owners to tag and search each conversation based on topic. For example, a hair salon owner can search how many times a day callers ask about “men’s haircut pricing” or “wedding hairstyles.” From here, CallJoy compiles your data in an online dashboard and emails you a daily update, which includes metrics like call volume and new versus returning callers.

Untie the phone line, improve customer service, grow sales

High call volume can overwhelm any small business, especially when coupled with peak call times and the ever-increasing monsoon of spam callers. In fact, nearly half of small business calls go unanswered because owners are just too busy or assume the caller is another spammer. When that happens, business owners can experience customer disloyalty, loss of revenue and negative online reviews.

Take for example one of the top Chinese fusion takeout eateries in Austin, Texas. Before joining CallJoy’s beta program, the restaurant staff didn’t have the bandwidth to answer incoming calls while juggling food preparation and in-restaurant diner needs. Since adding CallJoy’s textback feature, the restaurant has decreased hold times and increased productivity by automatically texting callers a URL to place their orders online.

CallJoy helps small business owners offer better customer service, make more informed business decisions and ultimately increase productivity. Starting today, small business owners can sign up for early access to this phone technology by clicking here, and for a flat monthly fee of $39. 

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