Here, call information - including the phone number, audio and transcript - is stored. The recorded calls are also encrypted and transcribed, and these transcripts then become searchable in the CallJoy dashboard. This can help cut down on spam calls because once spammers know the call is recorded, they usually hang up. Like other customer service software that alerts callers that calls “will be recorded for quality assurance purposes,” CallJoy records the incoming calls (which is also disclosed). If the customer is calling from a landline, however, this textback feature will be disabled and they’ll be directed to the business line instead. In addition, the feature can be customized for sharing other types of information - like the company’s email or where to find an online contact form. To do so, CallJoy’s virtual agent can send a customer who opts in an SMS text message that includes a URL where the task - like appointment booking or online orders, for example - can be completed.įor example, the agent may ask the customer “Can I send you our food ordering link?” If the customer says “yes,” the text is sent immediately. It also frees up the business owner from having to deal with the ever-increasing number of spam calls that waste their time, and can move customers off of phone lines to complete tasks online, where appropriate. Like other virtual customer service systems, CallJoy can greet the caller and offer basic information like the business hours or address, for example. Typically, customer service phone agents like this are out of reach for small business owners, but CallJoy is priced at a flat monthly fee of $39 to make the technology affordable. Aimed at the U.S.’s 30.2 million small business owners, the system offers a low-cost customer service agent that helps block spam calls, provide callers with basic business information and redirect customers to complete their requests - like appointment booking or placing a to-go order - over SMS.Īny other calls or questions would be directed to the main business phone number. The company’s latest project from its in-house incubator is CallJoy, launching today. Google is combining several technologies, including virtual phone numbers, audio transcriptions, automated reporting and analytics, in a new effort to help small business owners better manage their inbound phone calls.
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