HubSpot Expands Its Contact Center Solution

The leading CRM provider has added inbound calling to Service Hub, its customer service software

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HubSpot Expands Its Contact Center Solution
Contact CentreLatest News

Published: May 6, 2022

Charlie Mitchell

HubSpot has announced the general availability of a new inbound calling capability within its customer service solution: Service Hub.

The feature allows companies to receive customer calls and track them in HubSpot, alongside live chat and omnichannel messaging conversations.

As such, businesses can gain a clear picture of the customer journey in one central location, helping agents to resolve queries with speed and accuracy.

Discussing the new addition on an earnings call, Yamini Rangan, CEO of HubSpot, said: “We believe this will empower customers to provide an even more authentic service in real-time.

I’m excited by the early feedback we are hearing from our customers about the new feature and the value that they’re seeing from Service Hub.

One such early adopter was Dake, a longstanding metalworking and manufacturing giant.

Previously, its legacy contact center software had prevented the company from offering a level of service that aligned with its reputation for high-quality products.

So, Dake turned to the HubSpot Marketing Hub and Sales Hub, harnessing shared inboxes to gain visibility into each customer’s interaction history. It also leverage automation features within the solution, such as omnichannel routing, to enhance contact center efficiency.

With Service Hub, Dake has achieved an average customer satisfaction score of 87%, up by 13%. With the new inbound calling capability, it aims to grow this percentage further.

Commenting on this case study, Rangan stated:

It illustrates how a connected platform makes it possible to remove friction and deliver an incredible customer experience.

Indeed, the possibility of combining the Service Hub with the HubSpot Marketing and Sales Hub is exciting as it may help deliver a clearer picture of customer journeys, automate cross-function processes, and increase collaboration.

In doing so, the company aims to build the “modern support center”, powered by omnichannel, automation, and insights. Such insights may include ticket predictions, intelligent routing, and conversation intelligence.

By following this path, Rangan sees three clear-cut opportunities to innovate. She said:

First, I think we accelerate all of this cross-sell opportunity within the installed base. I can see Marketing Hub and Sales Hub customers who’ve seen value from our platform lean into Service Hub.

“Second, as I’ve mentioned, multi-hub adoption is a pretty big lever for us, and the Service Hub relaunch should bolster our ability to sell three-plus hub deals.

“Then, longer-term, this is an important milestone for Service Hub to become a legitimate front door.”

Such a front door may well push revenues even higher, with HubSpot already achieving record revenues in the first quarter of 2022, recording total earnings of $395.6 million, up 41% Year-over-Year (YoY).

These record figures come after a series of exciting announcements in recent months, with HubSpot investing in CCaaS vendor Aircall and expanding further into Canada.

 

 

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