Name: Simplifying telephony for customer service teams using Hubspot and Aircall
Uploaded: 2025-09-18T11:27:50.175Z
Duration: 40 min 24 s
Description: Simplifying telephony for customer service teams using Hubspot and Aircall

Transcript for "Simplifying telephony for customer service teams using Hubspot and Aircall": Me okay, Molly? Yeah. Perfect. Oh, it's loud. Yeah. I think we're good. I think we're good. Morning, everyone. Hopefully, everyone can hear me okay. Thanks for joining this morning. So, I guess we'll we'll kinda get straight into it. I think, you know, some more people will, will come in, I'm sure, over the next few minutes. But, so, today, yeah, we're here to chat about, Hubspot and its echo. Well, I can hear a little bit of echo in the background there. I'm not sure if if people can just kinda mute in the background, that would be that would be great. Yes. We're here to talk about a full and echo, and, hopefully, show you guys, some ways that by combining these systems, we can simplify, telephony as a channel, for for customer service teams. And before we kinda get into that, though, just really quickly intro, both myself and Molly. So I'm Andrew, and one of your answers at Attacat. And we are a, Hubspot Diamond partner. And I've been working very closely with us. Apologies. I think it's gone real live. It's gone live now. Hopefully, everyone can hear me again now. Good start. Yeah. So, hopefully, everyone can kinda see that now. Okay. We've got a few thumbs up and things there. So yes. So before we kinda get into more interesting stuff, just kinda recapping on kinda what the expectation is for you guys today. Obviously, you have to work across multiple channels. We all know that. Have answers to problems quickly. There's that expectation from customers that you'll know, that solution and have it there in front of you, working across teams, doing all the work you need to do to, provide back, into the CRM so you get the reporting you need to report back internally. Also, that kind of pressure to have, like, obviously, expert knowledge on the products and services that you offer, even doing a bit of selling yourself and handing across the sales, in an effective manner. From a manager's perspective, you've kinda gotta keep an eye on all of this, as well as be able to track, consistently SLAs and the KPIs within your team, and then report on those improvements back internally to either higher up to to board level, and also have a clear view of, what is actually happening and how you're gonna prioritize, how you're gonna improve that customer experience going forward. And kind of with all that expectation in mind, what we often still see is that when clients are starting out with their experience with Hubspot, the systems are still quite disconnected, so they aren't always seeing, full value. This is kind of, I suppose, shown just for the, you know, kind of a a few stats to kind of pull this together is that, you know, you're not alone if you're in this kind of bucket. There's only 16% of businesses that generally say their tech stack is well aligned for customer service. And, obviously, having these disconnected systems, and they used a lot of pain points for agents and managers of customers, so much so that it can take up to 74% longer, to resolve issues when you're toggling between systems, when you're having to do all of that manual data entry, finding the customer data in other systems to solve the problem, etcetera. And that leads to kind of you know, at least half of customers when they reach out to customer service teams having to put in information more than once, especially when they're going across different channels, or they're getting routed through to different people within that team. And it leads to a great deal of frustration. I'm sure everyone's probably experienced it at some point or another. And that's gonna lead to definitely not driving first contact resolution being, like, that key kind of KPI for customer services teams. But But more importantly, it's gonna lead to poor service, and that poor service has a massive negative impact on the customers that are interacting with those teams so much so that around a third of consumers would say that they would potentially stop working, stop business or go going back to that brand again if they have, a bad experience on that customer service interaction. So it's really key, obviously, as businesses to invest the time to align your tech stack. And and with telephony for some businesses being up to around, you know, 60% of intake and it always consistently being a really meaty channel in terms of the intake that customer service have to deal with. And that's why we're obviously, having such a big focus for for today. And Hubspot, as you'll all be aware, if you're you're kind of, using it regularly at the moment, is that in particular, generally, all channels can be connected and those problems can kinda be solved within Hubspot, out of the box. But sometimes telephony, can be perceived to be that little bit more difficult. It can sometimes be that sort of missing or, forgotten piece. So before we kinda get into some more, like, practical examples around this, I guess, it would be great to understand. There's just a poll on the screen. Hopefully, you can see it. It's just next to the chat tab. If you could just pop in, you know, what is the biggest, I suppose, priority pinpoint that you have right now within your customer service, or success team? Let's get back on a couple of seconds to pop in an answer. Hello. Sorry about that. Can you guys hear us now, Katie? Oh, thanks so much. Think we're back into okay. Cool. I think everyone's in. Maybe we'll, come back. Continue going? So yeah. We'll just keep going. I think it's probably best. Perfect. So yeah. So kind of hopefully, we'll get the answers to the poll at some point later on, and we can kinda go through some of those. But, we'll kind of cover most of those points anyway today in terms of those pain points. So hopefully, by the end of the session, if we get disconnected, you'll get, see examples of how you can address some of those areas, that we're gonna cover today. So in terms of, like, taking those stats and that kind of disconnected systems example, which is the core, I guess, of all the problems we kind of see, looking at Hubspot as, like, a practical example of that is if I was to phone in, to a customer service team using Hubspot, but the telephony system is not connected, then it's most likely that, you're obviously not gonna see who I am when I phone in. You're gonna have to ask for information as I do. So if you ask for my name and you search for me in Hubspot, you might find multiple records as you can see on the screen there. So you're gonna have to ask for more information to kinda narrow it down to who I am. And once you do that, you're then gonna have to find the right records. You're gonna have to probably create a ticket because that's what you need to do as an agent in terms of reporting purposes. You're gonna have to log the call, as well, which is, you know, extra manual work within this screen. You're then gonna have to move to the separate tab to then make notes, do your after call work. And this doesn't include having to maybe navigate to the contact record if you do have the right customer data in Hubspot, to solve that problem. And if you don't, you are gonna have to go to other systems that you use within the business, potentially have to reenter the same search information again to find that person. And all of this, is just really kind of adding to the time it's gonna take to solve the problem for the customer. You may not even be able to get the answer while you're on the call, and you have to hand off the different departments and and get that answer later. And all of this kinda contributes you to longer longer handling times. It's going to lead to frustrated customers and eventually it's gonna be frustrated agents as well within the team, and it's gonna not be, a sort of great process for that team to be working with, which can lead to staff frustration and potentially churn internally as well as externally with customers. But it's important, I think, to point out that, for those of you familiar with Hubspot, like, Hubspot calling can do some of these issues, but and it has its place, but it's not going to be a fully functioning solution, from a telephony side for the customer service team. And this is where kinda Aircall, comes in and why it's kind of a core focus today. And I wanna show you just quickly, how connecting AIGO and Hubspot can offer those initial benefits even if you don't have everything perfectly aligned yet. So for this example, we're using the. Because that's what hopefully customer succeeds are working. But if not, you'll probably be creating today shortly. So this time when I phone in, you can see that I am before, I pick up. I can make notes, in the call, CTI directly in Hubspot about being up to the contact record later. Being integrated, with help desk means that a ticket is automatically created. I can open that ticket, and I can see on the right hand side all the contacts and the information about caller. So I can see, you know, from a SaaS point of view, customer tier, renewal information, order or shipment information from a ecommerce as an example. You can get all that information from one screen if you have that connected into Hubspot. You don't have to then be switching out to to other channels. You can see other tickets that are open with that customer, etcetera. I can also tag, the call, so my after kinda call work is gonna be done there. So that will sync to the ticket afterwards for you to find a port in, for can't solve the problem on the call. But then I'm already in help desk, and I can go back with email directly in help desk. I've already got the comms and the transcript of the call without switching screens. So just that alone without any, more sophisticated solutions that that, we'll go through is gonna have a huge amount of value and a huge amount of benefit. If you obviously have more customer day available in Hubspot, and you have more teams working in Hubspot, then you're going to be able to really start thinking about how you can, offer, support through telephony in a more sophisticated manner. So on that note, I will pass over to Molly, so she can walk you through how you can use some of that data to power Aircall for more personalized support. Amazing. Thank you so much, Andrew. So much, Andrew. Can you hear the echo from my microphone? Because I can. Okay. No. You are you are fine, I think. Oh, really? Oh, Carly can. I'm gonna throw to the audience again. Can you guys hear an echo in my microphone? It's gone. Okay. Great. Thank you so much. Okay. So, yeah, it's a personalized and prioritize support. Really important topic. Right? Absolutely critical when it comes to customer retention and loyalty. And so it's really about when a customer picks up the phone to call you, they obviously want their issue resolved quickly and with as little effort as possible. So they don't wanna be transferred three times or repeat their story to five different people to a new person every time. Next slide, please. So digging a little bit deeper into this topic, McKinsey found that 71% of consumers expect companies to deliver personalized interactions and a shocking 76% get frustrated when it doesn't happen. And so when it comes to why does this really matter, we did find that there's a 47% increase in CSAT when issues are resolved in one call versus four or more calls. And I guess none of this is really surprising, but sometimes it obviously helps to see these numbers and kind of really absorb kind of the gravity of why it's important to be able to meet these customer expectations. So then that brings us to how do we meet this expectation. Right? So from an Aircall and HubSpot perspective, the opportunity really lies in connecting your phone system directly into that gold mine of data that you already have in Hubspot. And this is where Aircall smart routing comes in. So as you can see on the screen there, you'll see a kind of call flow, and that is what we call smart flow, the Aircall. That's your inbound call routing setup. Now this allows you to route every call to the right person at the very first time, very first call based on existing customer context in HubSpot. So think about it this way. Instead of every inbound call going to a generic support queue, you can start using really valuable powerful information like who owns the account. So is this account owned by a specific account manager or general sales team? What is their account type? So are they a key or strategic client, or is it more as a low touch self-service customer? Where are they based so you can route them to an agent in the correct region? Or even is there an open deal? In which case, let's make sure that we are routing the call to the account executive working on that deal. Maybe it's an existing customer, that has an account manager, but if they have an open deal, you wanna make sure that it's routed to the account executive that is managing any upsells. So this is all made possible by our ring to by API widget, which is simply plugged into your existing call routing, and it's a drop, drag and drop. And it essentially allows Aircall to literally check that Hubspot contact record, that phone number, which contact record it's associated to in real time as that call comes in. So a great example is if I, as a contact, call in, to Attacat's mainline and my contact record is owned by Andrew on their Hubspot, who is my account manager. Then even when I dial the main, you know, Attacat's mainline, the system will recognize my phone number, check Hubspot, see that Andrew is my owner, route the call directly to him. And if Andrew's busy, we can also smartly route that to his team as a backup so that we can also ensure that the call is never missed. But that goes even further. Right? So Aircall also offers input based routing, which essentially allows the caller to proactively provide you information via the keypad IVR. So they can start putting in their order number or their customer ID, and then that input then will trigger a call, over to your CRM or help desk. And then, again, Aircall can route that call dynamically to the correct team. So for example, if a VIP customer enters their ID and we can see through their ID that they're a VIP customer, then it might be routed directly to their account manager while a self-service customer might be routed to a broader support queue. So all of this would dramatically increase the speed to resolution and offers that tailored and personalized experience that customers expect as well. So we've just covered how important it is to provide a personalized experience by using your Hubspot data, and I'm sure nobody was surprised about the value of delighting customers. But that then brings us to the challenge of what happens if you're facing high volumes of queries but you have limited capacity. Because, ultimately, that's the main challenge that businesses face. Right? So how do we deliver that level of CX and customer experience that customers expect when we are struggling with limited resources? And we've got here a few more stats to unpack this. So we know from Hubspot research that 90% of customers consider an immediate response to be essential, and yet a significant portion of inbound calls are often simple, repetitive questions that take up valuable agent time. So we see from McKinsey's research that as many as 20% of customer service calls can actually be repetitive FAQs. And I would actually from what we hear from customers, it often sounds like this is a much higher volume or higher proportion. So trying to answer all these calls instantly is obviously a huge challenge. But here's the good news. The future of customer service is to is built to to really solve this problem. And, Gartner actually predicts that by 2029, 80% of standard customer service queries will actually be managed autonomously by AI without human intervention. So how essentially do we get ahead of this curve? So the answer is agentic AI, massive, I think, buzzword that we we've had going around. So this here that you see on the screen is Aircall's AI voice agent. So think of it as your intelligence with a frontline filter. It's a twenty four seven autonomous phone agent that essentially answers calls instantly, ensuring that you never miss a query or leave a customer on hold for too long. So it's not just a fancy IVR. The AI voice agent can handle FAQs, collect caller information, qualify queries in real time as well. And, also, to take that a step further, it's fully integrated with Hubspot, so we almost wanna see it as a natural extension of that three sixty degree customer view. And we also would be capturing data and logging it again against that relevant contact record. And lastly, when it's time to hand off the conversation to a human, it does so seamlessly. So let's dig a little bit deeper. So here is a look at how you would build your voice agent and why it's so powerful. So you can give it a knowledge base to answer any common recurring FAQs that come up. So it can handle, again, those repetitive queries that we talked about earlier. We're trying to redirect some of that agent's time back into more high impact, kind of conversations. So for example, a customer might ask, what is the purpose of Aircall's Hubspot integration? And the AI voice agent can provide a detailed answer, freeing up a an agent from that routine question. Then you can also build a conversational flow using conditional questions. So instead of a rigid IVR, an AI voice agent can adopt its follow-up questions based on the caller's answers, which allows you to collect structured data, like, let's say, customer ID or name in a natural and conversational way before transferring that call. Now we've seen how the voice agent can answer repetitive FAQs, qualified calls, taking customer information, but this really is that final critical final step. So it's bringing all that valuable information and conversation data back into your help desk and CRM. So as you can see on the screen, every call handled by the AI voice agent is automatically logged in Hubspot. The AI the AI captures a full transcript of the conversation along with the answers to your intake questions. And the reason why this is so important is this is the key to preventing a customer from having to repeat themselves. Right? So when a human agent then follows up when they do have capacity and perhaps the call queue has freed up a little bit, They don't have to ask, can I get your name again? What was the reason for your call? All of that context is already right there on the Hubspot contact record. So from the customer perspective, this reduces customer effort, while for the agent, it allows your team to get straight into resolving that ticket. And lastly, of course, this is really important, the AI voice agent also does know when it's time to transfer to a human because, again, that's when we bring it back to those exceptional customer experiences. And when a caller asks to speak to an agent, or if the conversation gets too complex, it will intelligently hand off the call, ensuring that the customer gets to the right person without frustration or a lost connection. Perfect. Thanks, Pauline. Yeah. I think now we're just kinda like taking AI voice agent as an example, and seeing how we can apply it when we combine it with Hubspot. And so kind of using Aircall AI and Hubspot automation to hopefully address I think as Molly mentioned in one of the stats there that, you know, at least in around 20% of inquiries are essentially FAQs or kind of admin based tasks that probably can be automated a little bit better. So as Molly mentioned, when you're using AI voice agent, the transcript of the intake questions, are all logged automatically on the call in Hubspot, and this opens up a huge amount of opportunity for what we can do. So if we take this example just to kind of, run you through something that we've built over on over here at the cap is that kind of taking this simple or generic example of booking an appointment, and in this case, maybe for a CSM, your customer success manager. Obviously, we know through Hubspot with the meeting scheduler, you can do this through live chat, or having the meeting link sent out manually, through an email, and people can book through an appointment. So this is a way where you can kinda make that experience the same, if somebody was to request the same thing over the phone. So we can build the AI voice agent, with intake questions so you can book the meeting with the correct CSM that you can see on on the left there. And this then logs the correct, on the correct contact record, obviously, as we mentioned before. We can obviously see the transcript, so then we can use that data, in a Hubspot workflow. So we can then enroll the call in a workflow, and then we can look up the answers to those intake questions. And then we can use the answers, to automatically look up, the meeting calendar of the correct CSM, in this case, Hannah. So we can check their availability. If they have a free slot, so in this case, it was on, like, the seventeenth September in the afternoon, then it will automatically book the meeting for the person who phoned in and spoke to the AI voice agent. And then it will send a notification internally to let you know you've been booked out and also send the meeting confirmation to the customer as well exactly the same way as it would work through the Hubspot meeting scheduler just now. And you just wouldn't have to have any intervention from the CSM or the agent if it did come through our customer service route initially. And this is a fairly generic example, but then we can do lots of other things with this where we can, you know, we can send out emails if there was no avail availability at the time that they requested. And we can then, provide different booking slots via email, provide the meter link, for that CSM directly in the email so they can book it themselves. Or we can provide, you know, different answers or different availability options based on customer tier and and all these different things. So, it's just to kinda show, I guess, an example of how, that can work in terms of, like, the art of the possible, with AQL AI tools and Hubspot, and how we can make life easier for the customer, so they're not, again, like, in busy periods or allows you to offer a wider range of support hours because people can get things actions, maybe when agents aren't in work or on on shift. And if we kind of apply that to lots of other use cases, if we think like an ecommerce use case of, like, an order update or where's my order, all of our clients, like, on the ecommerce side that we work with will have shipment information, available in Hubspot. So if we can gather the order number, via the AI voice agent, we can pass that through into Hubspot. And in the same way, then we can actually update via email or SMS, with updated information on, like, the latest courier status, tracking links, and all of sorts of things. You know, just in case that customer, doesn't realize they can't go and check that themselves through their account or whatever it might be. And we can apply that same kind of logic to lots of other use cases as well. So if you are requesting, you know, contract agreements or, an invoice, and you haven't got access to anymore, scheduling a service or a pay, you know, if you're from, like, a rental company or a jewelry company, you can do all these things over the phone, but then kinda get them actions in an automated way through through Hubspot. And then you can even if you take the invoicing example in particular, you could kinda you don't actually have to have all the information in Hubspot. So if you're using a system, that manages your invoicing that does talk nicely to Hubspot, then you can easily use, those workflows to basically go and get that information from that system and then pull it back into Hubspot and then communicate it back to the customer. So, obviously, the massive benefit here is really dig it into that, like, 30% of those FAQ type questions and all those admin related questions, reducing the workload on Teams, and then allowing those teams to have more time to efficiently handle the more complex issues or the issues that are really gonna drive value or could be, focused on time kind of cross selling or upselling, opportunities there where you can spend more time with each customer. Obviously, they're all these are all great ways that you can use these, amazing features. It's kinda like knowing when to apply them. So we only really know how to do that, once we have the data to allow us to get the insight to do so. You don't want to be spending the time creating one of these solutions if it's gonna gonna have a small impact on a a small number of inquiries for the team. So you need that data to, look at the current pain points, look at what is taking the longest time to resolve, and then plan what solutions, you should be building, within your team, which kinda leads us nicely into, obviously, better insights for managers and insight for agents as well while they're doing their job. So how Aircall and Hubspot can kinda help do that. And kinda why it matters, I guess, is that still a large proportion, of customer service managers still struggle to see, like, that full customer experience. There's always silos and gaps. And, obviously, as we've mentioned kind of earlier, today as well is that this leads to poor decisions for agents because they have to jump between systems. They don't have all the information to answer the inquiry. Leads to poor experiences because they're juggling and dealing with workload. Leads to, like, gaps in coaching opportunities for managers because they don't really get the chance to see what the problems are, and just less visibility on the pain points in general, which can have all the knock on effect to the the problems we've mentioned, so far. Just gonna hand over to Molly quickly who is gonna go through, some amazing features on the Aircall side of things that can give you insight into some of these areas, and then I'll it'll jump back to me, and I'll go through that from a Hubspot side and how we can apply it directly in Hubspot for you. Amazing. Yep. So this is exactly where Aircall's conversation intelligence platform would come in. So, really, we're focused on how can we start using AI powered features to turn that unstructured data. So all of those call recordings, all of those valuable conversations into structured, actionable insights that you can use to drive business results. Right? So we are really talking about two key tools here. So there is the Aircall conversation center that you see on the screen and Aircall AI assist. So think of the conversation center as sort of your single source of truth for all rep conversations. So it's a central hub where all of the recorded calls and voice mails are logged. You can quickly filter for relevant conversations. So you see those filter buttons there. In this case, I filtered for the user, Molly, for the phone line, specifically Molly mobile that Molly uses, in the last six months. And so this is where you can start filtering for the relevant conversations, and it's a huge time saver that managers need, to essentially find the insights they need faster. But I would say the real power really comes in with that AI assist layer. So AI assist essentially layers a whole suite of features on top of every call. So they are tools that essentially directly solve the pain points that we just discussed about efficiency, visibility. So to start off, we have AI generated call summaries and transcriptions for every single call, provided they're obviously recorded. Just to also flag that there is flexibility around call recording rules and setup and configuration with Aircall. So perhaps certain but but we would obviously imagine that for most support calls, we would want to have that tracked. So these call summaries and transcripts are a game changer. Right? So AI listens to the call, generates a complete transcript, then provides a concise, accurate summary. And this can really reduce the time spent on call reviews for managers by up to 50%. So instead of listening to a whole ten minute call, a manager can quickly read the summary and get the full context in seconds. Really? Now secondly, there's also the key topics and sentiment analysis piece. So the AI will automatically identify and tag key topics discussed. So it could be pricing. It could be churn. It could be competitor and also analyze the sentiment of that conversation. So it really allows managers to instantly see what the call is about and how the customer was feeling, making it easy to spot coaching opportunities. And also don't forget that, again, you can directly filter calls based on this data, such as picking out all the negative sentiment calls in the last week from that conversation center. Now then and and lastly, this is where it all comes back to Hubspot. Right? So all of these AI generated summaries, key topics, and action items are then automatically logged in your CRM with every call log against the relevant contact record. And this what it does is it automatically enriches your customer's profile. And, of course, the agents can take manual notes during the call, and we would recommend that if they wanna make sure that there's specific details that are noted down. However, we also don't wanna rely on that manual process. So these AI summaries consistently gives everyone on the team full context on a conversation and all conversations without ever leaving the Hubspot platform. And, really, the idea is that we want to, through this kind of solution, drive efficiency for both reps and managers on the day to day when they're looking into any particular account or contact. And once we then start getting into, okay, how do we wanna start implementing, you know, optimizing this process and and and the coaching side of things, managers can then start putting, these takeaways into action through live call whispering. So this is our live monitoring dashboard, and, essentially, live coaching features would allow managers to turn every single call into a potential learning opportunity. So what you can do is on the screen, you'll see there the little coach button, next to every live call. So that would allow managers to discreetly whisper advice to an agent without the customer hearing. This is also great for any sort of high value accounts, onboarding processes for new agents as well. So it's really allowing you to provide a helping hand during trickier conversations or giving tips to a rep to help them resolve the issue as quickly as possible. And, really, the idea is that this real time feedback then enhances the individual and team service quality. It boosts safe and confidence while accelerating their learning curve as well. Perfect. And then looking, I guess, from yeah. Things from the Hubspot side. As we mentioned earlier, it can be quite frustrating, but, you know, jumping between systems, and Molly's gonna test on it there where you can get everything all from one place. But as managers, if you want to be able to see all of that insightful call data in Hubspot while you also want to monitor all the other channels and KPIs that you'll have to think about across the day. You can basically simply just embed it into a Hubspot dashboard. As you can see on the screen, this is a quick example. This is like the air call analytics, and it's, embedded directly into Hubspot, and you can essentially use it exactly as you would if you were in Aircall itself. So that way you can kinda see those call metrics alongside all your other intake channels throughout the day. And you can also do the same thing with, the other views that Molly just spoke about as well in terms of the conversation center and the live monitoring. So if you are looking at those other channels, but you wanna have a quick look, to see what live calls are ongoing and jump into that coaching process that Molly just mentioned, You can do all of that, directly from Hubspot as well. So kinda just really an easy way to get lots of value, that you can literally set up in a couple of minutes, and put it alongside all of your other insights, for your team. If you want to take that further, which most of you will, I'm sure, is that if you wanna get further insight into then how, things are performing across the board, but, like, specifically honing in on telephony, you can use, call data and ticket data within Hubspot. So you can then investigate, SLAs and that from the incoming phone call specifically. So you can see what, scenarios are taking longest to resolve when they are initiated from the phone. For those of you who aren't aware, the call object on the left hand side of the screen there, this is now treated like any other, object, like contacts and companies and things within Hubspot. So you can have custom properties that fit your reporting needs stored directly on the call. So you don't just have to, you know, overload the ticket with all your information so you can get your reporting like you maybe had to in the past. And as you can see here, I've just mapped your call tags into a property. So I can sort of drop down so I can do easier reporting, directly in Hubspot. And that's all in the call note when the call finishes anyway, so I can easily just take it out of the call note and pop it onto a property. And that doesn't obviously echo tags is an easy example of way how to do that, but you can do that with, whole depth of data that you'll get from Aircall when the call is synced. So you can then do lots of other things with it, when it's on a property as opposed to being in a note. And then kinda leading in from that, how we take that one step further. Obviously, this is great for seeing the categories of things that are taking time to solve, but at this point, you wouldn't really understand whether that's, a coaching thing that you need to look at. Is it because there's not enough data within Hubspot to be able to solve that problem for the customer? Is it an individual agent or a a a couple of agents, or is it across the whole team? So you can kinda plan what the solution should be for those issues. And more recently and for those of you that are aware of what Operations Hub is, it's now called Data Hub, since inbound, two weeks ago, and there's been a new feature kinda listed in that called Data Studio. And if you really have, like, specific reporting, which you might have historically had to get an insights team to do and and build within, a different BI reporting tool, you can now get all of that insight directly within Hubspot. So as you can see on the right, I'm not just looking at my ticket data and my call data, but I'm looking at in-depth data that I'm getting directly from Aircall. And historically, this would have taken quite a lot of time to do. With Data Studio, in the same way as I can connect Aircall to Hubspot really, really quickly, it's just a couple of clicks to connect that dataset into Hubspot. And it means that you can start, dissecting really granular information to dig into what the issues are, with customers. So for example, I might know the categories from the phone that are taking a long time to resolve, but what is the reason for why they're taking so long? So maybe as an example, I wanna dig into those, inquiries and see which percentage of them are being transferred to other teams, other people within the team. So that might identify, you know, a training issue. Can we surface information in Hubspot that helps answer those problems faster? Do we need to train the other teams in how they need to relay their information back to Hubspot? You know, use Playbooks and those other features within Hubspot as well to make things easier for the team. And then the really useful, the main powerful thing about this is that once you create that dataset in Hubspot, it means that managers, and reps that if if you have that set up in your team can create reports from that data without needing to go between Aircall and Hubspot and without having to maybe get an insight specialist within your team to do that for you. You can just kind of take more autonomy and and do that do that yourself, to get insights as you need to throughout the week. And we can dig into a lot more detail on this as well in terms of, like, most common IVR routes that are being take through calls. So then we can look for opportunities of if there is a really common route people are taking, is that taking a lot of time for agents to solve? Could it be replaced by an AI voice agent and all these types of things? This allows you to really surface gaps in the service offering, and prioritize them and address them as we've as we've mentioned before. So I think that's kinda the main bits that we wanted to go through today. I know it's quite a lot. So I guess, the key takeaway is today is that I mean, hopefully, we've demonstrated the value of connected air quality Hubspot and what it can do to improve your customer service offering with some of the examples that we've raised today. I think it's easy to kinda get overwhelmed, but almost, like, where to start. And it's important to remember that, you know, these things obviously don't happen overnight. And then thinking back to the beginning of what we mentioned with the staff, just connecting Aircall to help desk is gonna give you a lot of value even if you don't have loads of customer data to help the service team just yet. It's gonna cut up manual work. You're gonna get some context that you're already tracking in Hubspot already, and it's gonna put you in a much better position, than if that channel is completely siloed. And then once you have that, you can really work on, okay, what areas are taking the longest to resolve, and then you can work to prevent all that team jumping between systems for the key areas. So where where's the most common frustrations? Integrate that data first rather than looking at it all and build it up over time. And then over time, reps will be getting more context. They can actually solve problems faster, and then you can start looking at, all the insights, capability that we just talked through to really understand what you should be prioritizing and and addressing first. And then over time, it then seems like it's more of a baby step approach to, using more advanced personalized, AI powered support that we've kinda talked about today as well. But it helps you do it in a data led way, that hopefully seems a bit more achievable, than maybe it sometimes can can feel for teams. But yeah. But that's everything that we kinda had to go through today. So thanks for listening. Sorry for the few technical issues at the start, but there we go. One or two minutes left if there are any are any questions at all. Let's see here in there. We've just had a very thorough webinar. Yeah. It looks like it. Amazing. Well Perfect. We can wrap up here. We will, of course, be sending across a recording of the session, and we are obviously here also to support if you guys do have any questions after, and if if you're interested in kind of chatting through how any of this could be relevant, specifically for your team and your business, in a much more tailored way in terms of your own workflows and processes, that's kind of also the benefit of working with a joint Hubspot and Aircall partner. They are experts in both platforms, and that really does unlock the value of tailoring that integration to each team and business's needs. So feel free to reach out if you have any questions. Thank you so much for for joining us. Sorry again, everybody, for the technical difficulties, but we do hope that you walked away with some some new bits of information today. Perfect. Thanks, everyone. Have a good rest of the day.