Wix Turns to AI to Help Users Provide 24/7 Customer Support

High website builder Wix has rolled out a 24/7 helpline tool to help businesses manage call volumes and improve customer service.

Available in the Wix App Market, the cloud-based conversational AI platform called Goodcall helps with call recording, spam blocking and analytics.

Small businesses that receive less than 60 calls per month will have free access to the phone support tool, while businesses that receive up to 600 calls per month will pay $19/month or can manage unlimited calls for $49 /month.

Phone support for business websites

Available to US-based customers after a beta testing period, Goodcall’s call management software is designed to capture lost revenue opportunities caused by missed customer calls.

“Partnering with Goodcall gives business owners a unique tool that strengthens customer relationships and maximizes productivity, which can ultimately increase revenue,” said Ronny Elkayam, SVP Mobile, App Market and Strategic Products at Wix. .

“We are always looking for partners who share a vision to equip small businesses with the tools they need to succeed. The latest offering is a game-changer for businesses struggling with high call volumes and complements our platform, where they can manage their business from one central location online.

In addition to call management, the Goodcall integration offers record and playback, spam blockers, and the ability to add caller-specific requests and update store hours on business listings such as Yelp, Facebook, Wix or Google.

The tool can be accessed on the Wix dashboard by clicking on the Goodcall logo, where users also have the option to teach the phone assistant tool something new, as well as access data from their call list.

The history of the conversational AI tool

In an exclusive interview with Tech Radar ProBob Summers, CEO and Founder of Goodcall, explained that the company’s journey began more than five years ago when he worked at Google on small business ads, helping local plumbers and restaurants grow. on the platform.

The Goodcall tool originated from Google and originally launched with online reputation management Yelp service before its relaunch with Wix.

“Most small businesses in the past weren’t digital native, most didn’t have websites, so most got their business from phone calls,” Summers said, digging into the logic behind the tool.

“Google created a phone-based ad system where if you typed in for a specific service such as a plumber near me, you would get an ad that said call me to fix your sink. It was a product that I was developing for Google.”

Along the way, Summers noticed a trend with small businesses online and discovered that if a business had less than ten people, they would miss more than 60% of their calls. Google would send new customers, but there would be no shortage of opportunity.

“That’s the problem Goodcall set out to solve by bringing conversational AI to these phone calls. Tools like Siri, Alexa and the Google Assistant, but for a small business,” he added.

“Our partnership with Wix brings a new layer of sophistication to small businesses and local merchants who are still struggling with missed calls and looking to build back better after the pandemic. We’re giving understaffed businesses a way to take advantage of all incoming opportunities – whether for a large order or simply to fulfill a customer request.

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Joseph P. Harris