Have businesses changed? I mean, has the way of business changed? The answer is a definite yes, especially after the pandemic. The reason? The internet is the reason. Nowadays, you can do more on the phones with the Internet than 10 years ago.
Recognizing the advantages of the Internet is crucial, and businesses are well aware of this fact. The Internet changed most aspects of a business entirely. We started to change our processes and look at businesses differently as a result.
Businesses have become sophisticated in how they work. But the core aspect remains the same, sales. If you think about it, in a business, starting from planning to resource management, all the operations are driven by data.
Yes, sure data is important to run the business but remember, it is not the only factor. So, you might wonder what can be the essential factor that rivals the data. The answer is customer service.
Hubspot collected data about customer service and the surprising fact that 90% of people in the U.S. make their decision to do business with the company based on customer service.
This fact indicates that customers still value human interaction. The intimacy and feeling of talking to another person over the phone ultimately help to build trust between your customer and business. However, customer service can be time-consuming, and speed is crucial in providing efficient service.
The call center can solve the issue. By combining the call center and your customer relationship management tool (CRM), success is pretty much achievable.
So, we take a look at the HubSpot CRM and how HubSpot call center integration can help your sales team to drive more conversions.
HubSpot CRM – What Is It?
HubSpot CRM is a tool, which helps you track the customers or even potential leads in the sales funnel. It is useful for you to understand where your customers stand, either at the beginning or final conversion stage. You may think of HubSpot CRM as the skeletal framework where you add several services to that framework, depending on your business model. For example, you can add a HubSpot call center integrations (usually called a hub) which helps you to provide excellent customer service for your customers.
How HubSpot Call Center Integration Helps to Drive More Conversion
We know customer service is important for sales. However, having customer service as a namesake cannot get you the result. You need to have a strong and effective platform where you can solve the pain points of your customers faster. HubSpot integration helps you to understand the pain points and give the resolution quickly.
1. Efficient Dashboard with Customer Data
As mentioned, businesses rely on data. Having a lot of data in one place and categorized in such a way that the customer service agent can quickly take a glance at the information on why the customer is calling and what resolution can be provided. HubSpot call center integration helps you to do that.
When the second the customer calls your service, the agent can view the entire information including the history of the customer’s contact and their current issue. With a good information dashboard, you can considerably reduce the customer’s time by quickly looking into the issue.
Also, having more information helps to understand the customer and have a more deep and informative conversation. Going one step further and addressing any other issue the customer may have can build trust and increase the credibility of your business.
2. Call Management At Its Best
One of the best ways to improve customer service is to analyze the call between the customer and the agent and the way the communication takes place. Streamlining all the calls in one place can drastically help you to improve your customer service. HubSpot call center integration seamlessly centralizes all services in one place.
HubSpot CRM integration eliminates the need to manage multiple applications simultaneously for call management. If you want, you can do outbound calls from the CRM with just a click of a button. The other features are, call logging, the total duration of the call, and even the resolutions automatically entered into the CRM. All the data can be accessed under the customer’s information with the help of the dashboard. All in one place.
Having all the data in one place enables better conversations and even offers an opportunity to convert a lead into a customer without the need for manual data entry.
3. Automated Workflows
HubSpot call center integration allows you to take a customized workflow for each customer based on the resolution. Meaning, you can create a set of fully automated processes once the customer hands in the answer to their issue. You can even check the status of the prospect action in the sales funnel and take the necessary steps to convert them to a customer by automating follow-up calls and emails.
All the automation can be done within the framework of HubSpot CRM. Apart from that you can also track the progress of the customer in the sales funnel, which allows you to gain an opportunity to close the deal swiftly.
4. Ability to Add More “Hubs” for Better Conversion
One of HubSpot’s strengths is its ability to add more features (known as hubs in the HubSpot framework) to your CRM. It seamlessly allows you to experiment with each feature and select which is suitable for your business.
You can automate very specific steps for a certain scenario such as setting a remainder for follow-up emails and pushing the email during a specific time. Besides this, you can automate the whole process from storing the caller information to conversion data in a database. You can use this database to create more sophisticated marketing campaigns and efficiently get qualified leads.
5. Better Collaboration
All of the collected data not only help you to get the best conversion rates but also improve the overall customer service team. For example, the transcript of the conversation between the agent and the customer can help you to understand how empathy works, how to handle the customer in an extremely professional way, and ultimately how to give a resolution faster.
Frequently providing training sessions on the collected data to the agents can improve them significantly and helps them to achieve better conversion rates. HubSpot CRM is a collaborative ecosystem, meaning you can share knowledge, real-time feedback, and strategies to handle a particular scenario seamlessly to drive more conversions.
FAQs
- Does HubSpot have integrations?
Yes, HubSpot has varieties of integrations including call center integration. You can add an integration, by accessing your HubSpot account→Search for Automation→Click on workflow. Now you can add a workflow (integrations) by clicking on the “+” button.
- Does HubSpot offer call tracking?
Yes, HubSpot offers an automated call tracking system that automatically stores the call data in your CRM database.
- Does HubSpot have IVR greetings?
Yes, HubSpot does support IVR greetings (Auto-Attendant greetings) and also allows users to personalize the greeting based on your business’s nature.
Final Thoughts
From accessing the extensive database to real-time tracking of the performance of the customer service agent (CSA), HubSpot call center integration allows you to improve your customer service tenfold.
By leveraging HubSpot call center integration, you can have more control over the system and take quick decisions which can have a substantial impact on your conversion rate. And HubSpot call center integration is free!
