We Heard You — Joyner Is Investing in a Better Phone Experience
We have heard the feedback, and we want to be direct about it: wait times when calling Joyner have been longer than they should be. That is not the standard we hold ourselves to, and it is not the experience our customers and partners deserve.
Rather than patch an existing solution, we made the decision to invest in building a new phone system from the ground up — one designed specifically around the way Joyner operates and the volume of calls our team handles across multiple service lines every day.
That system is now in development, and we are committed to seeing it through. When it is live, the difference will be felt immediately on the other end of the line.
What We Are Building Toward
The new system is being built with a focus on four areas that directly affect the caller experience:
Smarter call routing means callers reach the right team faster — fewer transfers, fewer loops, less time waiting.
Calls are routed by service line — Freight, Mobility, and other divisions — so you reach a team that is already prepared for your type of inquiry.
Associates handling incoming calls will have context before they answer — reducing the back-and-forth and getting to resolution faster.
Calls received outside of business hours will be handled consistently, with clear information and next steps rather than a dead end.
Why We Built This Ourselves
There is no shortage of off-the-shelf phone platforms on the market, and we considered them. But the way Joyner is structured — with multiple service lines, multiple customer types, and a team that handles both inbound customer calls and internal coordination — the available options required significant compromise.
We chose to build something purpose-built for us. That decision requires more time and more investment upfront, but it means the end result will actually fit the way we operate — not the other way around.
We are not announcing a launch date today. What we are announcing is that this work is underway, it is being taken seriously, and it is a direct response to the feedback we have received from the people who call us.
In the Meantime
We understand that an investment in progress does not immediately solve today's experience. If you have tried to reach us and had difficulty, we want to hear about it. Our team monitors feedback directly and we take every report seriously.
The best way to reach us right now — including if you have experienced a long hold time or could not get through — is by email at help@myjoyner.com. We respond to every message.
Questions or Feedback?
We want to hear from you. Reach our team directly at help@myjoyner.com or visit myjoyner.com for more information about our services.
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