HubSpot recently announced the addition of Conversation Intelligence to Sales Hub Enterprise and Service Hub Enterprise, representing the latest expansion of its CRM platform. So, what is Conversation Intelligence?
HubSpot’s Conversation Intelligence tool enables businesses to record, transcribe, and analyse information from sales and services conversations.
As well capturing phone and video calls placed through HubSpot or integrated providers, HubSpot's Conversation Intelligence automatically transcribes conversations, allowing calls to be analysed and searched for keywords and phrases.
What are the benefits?
Customer conversations are the richest source of actionable customer insights. With hundreds of hours of calls not captured, a wealth of invaluable customer intelligence and insight is lost - locked in the minds of individual sales and service reps. Usually only accessible through internal meetings and brief call notes, it's not always tied to a contact record, nor is it readily available to leaders or the wider businesses.
In addition to missing customer data, it is becoming more challenging for leaders to effectively coach and mentor increasingly remote teams, with limited opportunities and resource to shadow calls directly.
With businesses thriving on winning at customer experience, HubSpot's Conversion Intelligence enables sales and service leaders to feedback and coach individual team members, improve sales and service alignment, and deepen relationships, to truly delight their customers.
How does it compare?
While Conversation Intelligence isn’t new, it’s the first time HubSpot has ventured into the space. Compared to similar products, HubSpot has one key advantage – it’s an all-in-one solution, providing a CRM, sales engagement, and Conversation Intelligence within Sales Hub. This removes the complications and costs associated with integrating stand-alone point solutions.
Who is it available to?
Conversation Intelligence is available in both Service Hub Enterprise and Sales Hub Enterprise. As standard, 1,500 hours of transcription per portal per month is included, with additional capacity available at cost. For Free, Starter and Professional customers, calls placed via HubSpot can be automatically recorded and indexed in HubSpot.
Is it right for me?
Conversation Intelligence isn’t for everyone, but is a good fit for sales teams in mid-sized and large businesses that already practice call recording, and are looking to get a better overview of customer interactions and mentor their sales and services teams more effectively.