Scalable Business Solutions: Examining HubSpot's Call Center Integration

7 min read

Phone assistance is typically used by 66 percent of customers to resolve issues, making it a crucial component of any company's customer service plan. However, installing and maintaining phone support can be costly, time-consuming, and challenging to scale or manage. That’s why businesses require call center software solutions like HubSpot calling integrations to provide them with efficient correspondence solutions.

Call Centre Solutions: What Are They?

Better known as call center software, call center solutions are any program or system that controls customer-agent communication and support all facets of the call center, including outbound calls, inbound calls, call metrics and automation of timely activities.

A good call center solution helps in streamlining business procedures, customer support, and workflows, thereby improving customer experience and agent performance.

HubSpot’s Call Centre Integration

HubSpot is a leading versatile, multichannel cloud-based CRM built to facilitate collaboration between sales and marketing teams, catalog, track, and share crucial client information, and increase ROI by streamlining customer conversion and lead generation.

That is to say, HubSpot enables businesses’ sales and marketing teams to engage customers more effectively. It is currently one of the most widely used sales solutions worldwide. In fact, despite fierce enterprise competition, it is among the top 10 CRMs according to market share.

How Does HubSpot Drive Scalable Solutions With Its Call Centre Integration?

HubSpot’s call center integration simply means linking HubSpot to other business software systems used by inbound call center.

Although HubSpot is well recognized for its CRM solution, it also offers call center software that is user-friendly for all kinds of businesses through its service hub and help desk.

It is the best option for a business looking to expand as it offers a robust variety of cloud-based contact services that can scale to meet the needs of call centers. With the help of a built-in phone integration in HubSpot, contact centers can easily place calls with a single click from the platform, and also review recorded calls for business improvement.

By allowing inbound and outbound correspondence for concurrent customer support and sales calls, HubSpot adopts a hybrid approach to call centers. Its support desk aids businesses in handling tickets, organizing their workloads, and keeping track of consumer demands.

Its service hub links with its sales and marketing tools, enabling agents and sales teams to quickly maintain, retain, and expand their client base by providing them with all the information necessary to fix problems or close deals.

Some of the amazing pro-scaling features of HubSpot’s call center integration are:

  • Calling
  • Seamless Synchronisation
  • Scalability
  • Personalized Experience
  • Automatic Call Logging
  • Quick Access to Customer History
  • Productivity Maximisation
  • Progress Tracking

Now, let’s look at each of these amazing features one after the other.

Calling

HubSpot’s click-to-call feature allows agents to swiftly call clients from HubSpot. For inbound calls, courtesy of HubSpot’s client info sync, when a call is received, the integration activates and transmits crucial data from the customer card linked to the phone number.

So the support agent has a context and is aware of who they would be speaking to before picking up the phone. Also, calls are usually recorded. Hence, work peers can listen to each recorded call to learn and improve their selling abilities and techniques.

Seamless Synchronization

Businesses won't ever have to spend another minute on manual logging, thanks to HubSpot's call center integration. Support staff, sales teams, and marketers can enhance productivity, guide their clients through the whole customer lifecycle, and streamline their call workflows with HubSpot integration.

Agents don’t need to navigate numerous screens or apps; all correspondence, including calls, deals, contacts, and SMS instantly sync with their notes, tags, and recordings and can all be browsed for specific information. One screen can be used to smoothly answer calls, view the information of the caller in the incoming, and initiate outbound calls with just one tap.

Scaling Abilities

Workloads in call centers may vary seasonally, and no business wants to pay for a premium plan that will go unused for half the year. Therefore, businesses can easily scale their monthly subscription up or down depending on the number of support agents working with the HubSpot call center integration solution.

Personalized Experience

Businesses can personalize client experiences, lower agent guesswork, and boost explicit and informed client engagement with the help of HubSpot call center integration. HubSpot streamlines call log maintenance, enabling administrators to report calls and hear the audio recordings for better decision-making and operational improvement.

All Data, All in One Place

With HubSpot’s call center integration, all phone calls are recorded and monitored in a business's Contact, Company, Deal, and Ticket records. It also provides details like call length, phone number, a link to the full call recording, call results, agent comments, and just recently, call transcription!

Quick Access to Customer History

HubSpot allows businesses to launch deeper into customer history. All of a business’ customer history is available with just one click, offering teams the whole context to enhance the customer experience and have more productive conversations.

Productivity Maximisation with Added Features

HubSpot’s new Conversation Intelligence product uses real-time transcription to integrate the customer’s voice directly with a business’ CRM. Businesses can now listen to, share, and analyze conversations at scale directly in HubSpot. Additionally, they can track terms and search for keywords with just one click!

Tracking

Tracking calls and integrating them into HubSpot enables businesses to enhance lead scoring efforts, nurturing, and campaigns. These tracking capabilities are excellent for providing progress updates. Thus, with HubSpot's call center integration solution, a business can, for instance, easily answer queries like: “How many calls did the sales team make this month?

FAQs

What is HubSpot CRM integration?

HubSpot CRM integration is the act of linking a CRM to HubSpot via an API so the two programs can communicate and exchange data.

What is HubSpot’s customer success tool?

HubSpot’s customer success tool is called Service Hub and it has varied (four) subscription tiers, thereby offering choices to businesses of different sizes.

Does HubSpot support VoIP integration?

If the VoIP provider has a HubSpot-VoIP integration among their integration possibilities, then the answer is yes, HubSpot does integrate with VoIP phone services. You can usually see if a VoIP can integrate with HubSpot on the VoIP's websites as they typically have lists available.

Additionally, HubSpot has its own internal VoIP solution with tools like call recording and automatic customer conversation logging. However, the premium versions of Sales Hub and Service Hub are the only ones that offer this functionality.

Conclusion

HubSpot's call center integration solution offers a broad selection of cloud-based contact services that can scale to suit the demands of call centers, making it the best choice for a company looking to grow.

From seamless synchronization and personalized experience to scalability and productivity maximization, call center integration via HubSpot's no doubt empowers businesses with the capacity to transform the modus operandi of their call centers and efficiently handle all erstwhile difficulties and impossibilities associated with business-to-client communication.

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