We currently have to use a service like Aircall to handle the inbound calls, which is not ideal. When you do the outbound calling from Hubspot it would make sense to also be able to handle the inbound calls and get them properly tracked, recorded, etc.
Totally agree with the author. Initially, our team was very excited about testingHubspotCalling, especially if it could replace our current call tool. There are numerous reasons, however, that prevent it from being deployed. Due to the limitations of the current product, medium and larger companies cannot utilize it.
Receiving calls. Although receiving calls online is an important feature, we can tolerate its absence (ideally, we shouldn't, but some flexibility may be necessary). BUT,if the lack of this feature pushes users to use their personal mobile devices, there must be the ability to limit receiving calls. Business hours and Availability provide users with peace of mind and prevent them from receiving calls at 2 am in the morning if a caller from the USA tries to follow up on their case even though we are based in Europe. In my opinion, the feature of setting Business Hours and Availability might be easier to build than integrating a call receiver insideHubSpot.
Additionally, call forwarding would help lead management and sales performance since collaboration is key. Furthermore, prerecorded messages or audio assistants would be extremely useful.
Besides the rest of the features that other calling platforms have.
It is likely that Business hours play a huge role for other companies too. Lexidy is an ongoing collaborator withHubspotand its trusted partners and wishes to stay with the platform and oversee its evolution. Regarding calling, it makes total sense for us to use it since we already paid for it, but currently, it is impossible. The feature is quite underdeveloped and does not bring benefits as of now.
