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.