Conversation Insights in HubSpot: Level up your Team

It’s no mystery; good customer service works to satisfy your current customers and gain new ones. It’s not just about having professionals with the necessary skills to provide solutions or accurate answers to your customers. The key to successful customer service is also about leveraging your tools, and there’s no better set of tools than the one offered by HubSpot. 

What Does Conversation Insights Involve?

To keep it simple, it’s helpful to think of Conversation Insights as a feature that aids teams in analyzing their interactions with customers. Its scope includes email interactions, live chat, and other messaging channels. This feature helps businesses enhance their client experience and communication tactics by extracting valuable data from these exchanges. 

Identify Pain Points Through Commonly Discussed Topics 

Leverage the Conversation Insights feature to identify frequently mentioned issues or client inquiries. This is especially helpful for preparing snippets your representatives can follow during conversations and creating relevant content for your blog and knowledge base. In addition, it can also lead to an optimization of your website’s FAQ section.  

Improve Your Performance 

This feature provides metrics regarding team performance, including customer sentiment, response and resolution timeframes, and response times. This helps managers evaluate the performance of their sales or customer support teams during talks. From the insights obtained, processes could be changed, teams reorganized, or even specific communication channels might gain new relevance.  

Discover a New Way to Analyze Conversations  

This feature provides metrics regarding team performance automatically analyzed by Conversation Insights using AI. It uses keywords from your consumer evaluation, having to go through each chat or email manually; this saves time and offers insightful information.  

What Are the Benefits of Leveraging This Feature? 

We’ve gone through some aspects of your business and processes that could be impacted by leveraging the Conversation Insights feature, but what are its benefits? Let’s go over a couple of them:  

• Collaboration amongst teams: Teams in charge of marketing, sales, and customer service can coordinate their objectives and communications using common information. For example, sales teams can advise marketing about reoccurring client inquiries, which marketing might address via campaigns or content creation. 
  
  
• Prevent issues before they escalate: You can spot red flags or trends in previous contacts that usually result in unhappy customers. This makes it possible for you to step in early and handle problems before they get out of hand, which increases client retention. 
  
  
• Tailored outreach: Insights from past exchanges can help tailor follow-up messages. For instance, if you know a lead has a strong interest in a particular topic, you can include relevant information in your follow-up message. 
  
  

Ready to Unlock HubSpot’s Potential? 

Making the most out of HubSpot should be every business’s top priority. However, it’s a time-consuming process that requires in-depth technical knowledge of the tool. Therefore, more often than not, companies leave the task of unlocking their CRM’s full potential to experts like the ones at S.R. Pro Marketing. Try the Conversation Insights HubSpot Feature; contact us today!