[PRESS RELEASE-LONDON, UK, NOV 2018] Since 2009, Unloc Ltd has been an enterprise customer experience consulting company, headquartered in the UK. They recently launched CXONCLOUD, an all-in-one app for small businesses to create, manage & measure customer experience in simple clicks. The timing cannot be better as CXONCLOUD app was extended to be a voice agent on the Google Assistant at the same time as Google Duplex. Google Duplex is Google’s bot that makes calls to book appointments with hair salons & restaurants on behalf of customers. Google Duplex is emerging to be contentious due to major gaps in seller experience. Unloc Ltd positions CXONCLOUD as a simple add-on to the Google Duplex, to fix the seller experience gaps of voice commerce i.e. buying & selling on voice assistants.
Customers will soon be able to say “OK Google, talk to CXONCLOUD, please”. Small business owners will then manage their bookings, ratings, reviews & recommendations using the voice assistant. Not just that, they can start giving loyalty points, rewards, announcements, referral marketing & marketing automation in simple clicks using the core features of the CXONCLOUD app.
“Adding CXONCLOUD onto the Google Assistant will solve a lot of open and bubbling questions around Google Duplex”, predicts Jay Thattai, Founder-CEO, Unloc Ltd.
A buyer or seller can change their mind on a booking for various reasons. Will Duplex know all about that to stand by one party? With CXONCLOUD in the mix, confirmations have to be initiated by the seller to the buyer through the CXONCLOUD app. This protects buyer, seller & Google Duplex as well.
Seller searching criteria
Google duplex searches sellers based on proximity, service, date & time requested by the customer. CXONCLOUD includes budget & the detailed customer experience scores of the service sellers in the search criteria to create a healthy competition. This guarantees the quality & the value of the voice search too.
Duplex calls to sellers might be engaged or go unanswered. In which case, they lose the lead. With CXONCLOUD, the opportunities are notified in parallel to all relevant sellers via the CXONCLOUD app & their business email. Only the best of the lot gets chosen, but at least they all got an opportunity to respond to the booking enquiry.
Google Duplex currently works for small businesses who do not have any way of collecting appointments digitally. With CXONCLOUD, voice assistant will work for any seller whether they use diaries or digital apps to manage their bookings.
Why just restaurants & salons?
Google Duplex currently works for salons & restaurants in a few US cities. This is sure to expand to all verticals and other cities soon. CXONCLOUD is built to work for any service sector, brick & mortar and even e-commerce businesses selling on Amazon, Shopify et al. This will really help voice assistant to roll out to all verticals faster than planned.
Duplex is rolled out to Pixel 3 phones only. With the CXONCLOUD voice agent, the capabilities can be extended to any device that runs a Google Assistant application.
Data privacy & confidentiality
CXONCLOUD speaks to the customer but doesn’t call the small business on behalf of the customer. That reduces a lot of noise around data privacy, anonymity, confidentiality, GDPR et al. It makes the voice-assisted search & booking more practical & acceptable using the proven push notification via CXONCLOUD App & business email.
Merry CXmas for small businesses!
CXONCLOUD is now available on App Store, Play Store & as a Web App too. It is commercially available for small businesses to try & buy now in the UK, US, Australia, New Zealand, Canada, India & Singapore. CXONCLOUD is beta trial with the Google Assistant. It will be ready for commercial launch by early 2019. Small businesses with CXONCLOUD licenses automatically get upgraded to voice assistants at no additional cost. Unloc has uncovered that the same solution can be used to extend the end-end customer experience capabilities with Alexa, Cortana & Siri.
CXONCLOUD is keen to collaborate with Google, Amazon, Shopify, Microsoft & Apple to extend customer experience on voice assistants & smart speakers. Equally, CXONCLOUD is starting to work with public sectors, trade unions, service aggregators, online listing directories, search engines & social media to promote & encourage voice commerce for small businesses.