Getting Started with Call Transcription & Coaching - Service Hub 📞

[kvlschaefer]

Hey Community,

Have you ever ended a phone call with a customer and tried to remember the issue they described to you? Or maybe are wondering if you could have used a better soundbite? Or perhaps you’re trying to make sense of your case notes? 

Call Transcription and Coaching can help! With call transcription & coaching in Service Hub, every call between your team and customers is automatically captured in your CRM.  

What are the benefits of call transcription & coaching? 

• Keep a record of all customer calls: Refer back to a customer call at any time for troubleshooting purposes or for training reasons.
• Improve customer experience: Learn about your customers and communicate customer feedback to your internal teams. 
• Search and scan for specific information: Transcribed conversations make it easy for agents and managers to search for keywords, highlights, and trends. 
• Use transcriptions for coaching: Host a movie night with your team to listen to what a sales rep should say (and should not say) during a call. 
• Professional development: Listen to your calls to identify your strengths and growth opportunities.
• Onboarding new hires: Call transcriptions are like scripts for new team members. They help new hires learn troubleshooting techniques and how to problem-solve while collaborating with the customer. 

Share your call transcription & coaching use cases below, or new ideas you’re looking to use them for. 

Do you want to get started? Check out these resources to set up call transcription & coaching and learn more: 

To get started, you’ll need to be using one of the following - 

• Calling in HubSpot (with a HubSpot-provided phone number to activate the ability to receive inbound calls) 
• Zoom integrated with HubSpot (be sure to check the box to sync data from recordings and transcripts on the integration settings page) 
• Another third party calling tool that supports transcripts and is integrated with HubSpot 

Once you are set up, learn how to review calls in HubSpot, or on a mobile device. 

• Learn more about best practices in our Academy lesson on Conversation Intelligence

[MiaSrebrnjak]

Thank you for sharing @kvlschaefer!

Hi @Mike_Eastwood, @webdew, @Phil_Vallender, @Bryantworks, @Josh, @Olivia_Bagnall, I wanted to inform you about this guide 🙂 

Have you already used this feature? If yes, what have you used it for?   

Thank you!

Cheers
Mia, Community Team   

[Mike_Eastwood]

Thank you @kvlschaefer and @MiaSrebrnjak 

I'm looking forward to having a play with these new features and setting up an inbound phone number... just as soon as we work through this mountain of work in front of us – June is huge already!

Thanks again

Mike

[MiaSrebrnjak]

Thank you for your comment @Mike_Eastwood! I wish you a successful and exiciting June! 🙂