SaaS support has ushered in a new era where most customer interactions happen in the digital space. This brings many new challenges—customers expect personalized, consistent support, but support teams often manage disconnected tools while working from various locations.
Modern challenges come with modern solutions. The HubSpot and Aircall integration combines the power of a CRM with the precision of an advanced cloud-based phone system.
Let’s learn how Aircall and HubSpot work together to streamline your communication, enhance team performance, and, ultimately, help you close more deals with less stress.
40% of service reps want better team communication tools. But why do tools matter? Imagine trying to build a house with just a hammer. You might get somewhere, but it will be a long, frustrating process.
In SaaS support, the right tools can solve your communication headaches. They can help you keep track of customer interactions, manage your team's workload, and ensure that no customer query falls through the cracks.
HubSpot is your all-in-one command center for customer relationships. Think of it as a smart assistant who never sleeps and remembers every customer interaction.
HubSpot offers features like customer data management, which helps you keep all interactions in one place so you don't have to dig through emails or spreadsheets anymore. It also automates your marketing efforts, letting you engage with customers effortlessly.
Additionally, HubSpot provides a bird’s-eye view of your sales pipeline, making tracking leads and closing deals easier. And with its customer service tools, you can manage inquiries, build a knowledge base, and monitor satisfaction.
If HubSpot is your command center, Aircall is the state-of-the-art communication system your team needs. Aircall is cloud-based, allowing your team to make and receive calls from anywhere with an internet connection.
Its smart call routing feature ensures that calls are directed to the right team member, boosting efficiency and customer satisfaction. Aircall is even more special because it integrates with other tools, especially HubSpot.
Your phone system and CRM work together, keeping your team on the same page. Aircall also offers call analytics, helping you track call volumes, response times, and overall team performance so you can constantly improve.
SaaS support teams are in a maze of digital tools, data streams, and virtual interactions. While modern tools provide endless possibilities, they also present unique challenges that can overwhelm even the most experienced support leaders.
Let's break down the top five challenges holding back sales communication success:
Imagine your support team as a group of superheroes. Now, picture them spending most of their time doing paperwork instead of saving the day. That's what limited automation does to your team.
Without automation, your agents are stuck doing the SaaS equivalent of washing dishes by hand, like tedious data entry, chasing down information across different systems, and scrambling to keep up with customer requests.
The result? Slower service, frustrated agents, and customers tapping their feet waiting for responses.
SaaS support teams often manage multiple platforms, including phone, email, chat, and ticketing systems. This should improve connectivity, right? Not always.
When your tools don’t talk to each other, things get messy. What happens? Important customer information slips through the cracks, agents spend more time searching for answers than solving problems, and customer context gets lost in translation.
A customer might explain their issue in detail via email, only to repeat the entire story when they follow up with a phone call because the call system doesn't have access to the email thread.
72% of clients say they blame poor service experiences on having to repeat themselves to multiple agents. You don’t want this situation to happen to your customers, too.
When data is spread across your CRM, email marketing platform, and call tracking system, it’s like piecing together a puzzle where the pieces don’t quite fit. 70% of consumers expect company representatives to know their purchase history and previous interactions.
Imagine a potential customer who engaged with your latest email campaign and showed strong interest in your product. But your sales rep has no idea when they call in because the email data isn’t synced with your call system.
That’s a missed opportunity—and a potential sale slipping through the cracks. This disconnect leaves your team in the dark and affects the customer’s experience, making your communication efforts less effective.
When support leaders lack a clear, real-time view of their team's performance, it's difficult to make the right calls. You’re left making decisions based on guesswork.
A lack of clear performance metrics means you might not notice an agent struggling with certain tasks until it’s too late.
Take this scenario: a support agent has trouble handling a specific customer inquiry, but you only catch wind of it in the monthly report. Several customers have already had subpar experiences by then, potentially affecting their loyalty.
This lack of visibility impacts individual agents and can snowball into larger issues, harming team performance and customer satisfaction.
The shift to remote work adds another layer of complexity. It's like managing a virtual support center with scattered agents. Achieving harmony requires new tools and techniques.
Managing a distributed team isn’t just about location—it's about ensuring everyone stays aligned, even when they’re miles apart. Little things like quick problem-solving chats or immediate feedback become harder to replicate without face-to-face interaction.
An agent working from home might interpret a policy differently than someone else on the team, leading to inconsistent customer responses. Without a shared physical space, communication gaps can grow easily, leaving agents isolated and customers with varying experiences.
Moreover, casual, spontaneous conversations that spark collaboration in an office setting are harder to recreate virtually. This can lead to slower problem-solving, knowledge gaps, and missed opportunities to deliver consistent, high-quality support.
You may have experienced one or two of those challenges, but now what? How can Aircall and HubSpot solve these issues?
This integration helps your team deliver personalized, efficient support that solves problems faster and leaves customers feeling valued. Here’s how:
Imagine if your team could instantly know who’s calling and why. With Aircall and HubSpot working together, that’s exactly what happens.
As soon as a customer calls, Aircall’s custom insight cards pop up with everything your agent needs—like the caller’s name, past interactions, and any open tickets.
Instead of treating the customer like just another ticket number, agents can build on every interaction, creating a personal connection. This 360-degree view ensures that every conversation is tailored to the customer’s needs.
No more fumbling between platforms—everything your agent needs is right there, allowing them to focus on resolving the issue instead of searching for information.
You know how frustrating it is when your systems don’t talk to each other, right? Information gets lost, and your agents are left piecing things together. The integration between HubSpot and Aircall fixes that by syncing everything—calls, notes, and interactions—in real-time.
Your team doesn’t need to enter data or jump between different systems manually because everything updates instantly. This way, agents have the full picture in one place, helping them provide smoother, more efficient service.
When a call comes in, the last thing your agents need is more manual tasks. 80% of customer support specialists agree that AI and automation tools help reduce time spent on manual tasks like data entry and scheduling.
With HubSpot and Aircall, you can automatically create a ticket in HubSpot based on the call, and agents can use tags to trigger specific actions—like sending the ticket to the right team or setting follow-up reminders.
For example, when a call comes in, Aircall can automatically create a ticket in HubSpot based on call outcomes, tags, or specific customer issues. This ensures that nothing gets missed and any follow-ups are triggered immediately.
Agents can also use custom tags during calls to initiate specific actions, such as sending the ticket to the right department or escalating it if necessary.
HubSpot’s workflows can handle the rest, like sending follow-up emails or managing post-call tasks, so agents can focus on resolving issues faster. It’s all about reducing manual tasks and ensuring everything is handled efficiently.
We’ve all been stuck in a call queue, waiting forever to talk to the right person. Aircall’s SmartFlows changes that. It routes calls based on things like location, language, or past interactions so customers get to the right person quickly.
Customers are sent directly to the right agent or department, reducing wait times and improving their experience.
You can set up multi-layered IVRs (like “Press 1 for support, Press 2 for sales”) so customers can find the right team easily. You can even route calls based on business hours, team availability, or customer details like account tier or past interactions.
The HubSpot-Aircall integration also lets you route calls using CRM data, like sending a returning customer to the same agent they’ve worked with before.
SmartFlows optimizes the customer journey from the moment they dial your number. This results in fewer transfers, faster resolutions, and a more satisfying customer experience.
Handling SaaS support can be challenging, but focusing on a few straightforward strategies can help a lot. For example, real-time customer insights let you personalize interactions so every customer feels special and understood.
Keeping your data updated in real time ensures everyone has the same information, which keeps things running smoothly. Automating tasks like ticketing and workflows reduces repetitive work, letting your team focus on solving problems.
These strategies are here to enhance your team’s skills, not replace them. Start with these tools, make changes gradually, and see how they improve your support. With the right approach, you’ll streamline your operations and make your customers and team happier.
If you missed our recent webinar, you're in luck! We've made it available on-demand for you to watch at your convenience. In this insightful session, we dive deep into how integrating HubSpot and Aircall can transform your sales communication.
You'll learn how to personalize customer interactions, overcome the challenges of disconnected systems, and leverage real-time insights to boost your team's performance. Watch on Demand Now!