Problem Statement

"How might we automate call handling, lead logging, and follow-up scheduling for HubSpot CRM users—while proactively calling back customers to clarify their needs and seamlessly connecting them to live agents when needed?"

Problem Background

Small and midsized businesses using HubSpot CRM struggle with manual follow-up call handling, particularly as digital tools have become essential post-pandemic. Missed follow-ups lead to lost opportunities and uncertainty about customer needs. The current system fails to verify customer requirements proactively or efficiently transfer complex cases to live agents.

Research Insights

• User Pain Points:
  • Business owners find that manual emails and call logging lead to delays, leaving customers feeling neglected when their queries aren't promptly addressed.
  • Sales and support teams waste valuable time identifying customer needs, leading to inefficient follow-ups.
• Supporting Data:
  • 85% of SMBs report that delayed or missed callbacks lower their conversion rates.
  • 70% of HubSpot CRM users are frustrated by inadequate need clarification during initial calls.
• Feedback:
  • Over 60% of respondents would value a system that automatically logs emails and missed calls and proactively follows up for clarification before routing to live agents.

SOLUTION OVERVIEW

Key Features:

1. Automated Missed Call and Email Handling with Callback:
   • HubsRep automatically calls customers back to clarify their needs after receiving an email or missed calls.
2. Automated Lead Routing & Follow-Up Scheduling:
   • HubsRep arranges live agent callbacks when additional assistance is needed.
3. Call summarization and automated handoff:
   • HubsRep creates call transcripts and summaries, then routes requests to agents when necessary.

Solution Explanation:

User testing and iterative prototyping revealed that customers prioritize immediate need clarification. HubsRep captures missed calls and proactively engages customers through automatic callbacks. By summarizing interactions and coordinating agent follow-ups when needed, the system ensures thorough understanding and timely response to customer inquiries.

User Flows / Mockups

Onboarding Flow

• Installation:
  • Users install HubsRep from HubSpot's Marketplace with one click.
• Guided Setup:
  • A setup wizard helps configure automated responses, business hours, and phone system integration.
• Dashboard Introduction:
  • The dashboard shows real-time call logs, callback summaries, and actionable alerts.

Daily Interaction Flow

• Missed call and email inquiry detection & callback:
  • HubsRep automatically returns missed calls.
  • The system asks clarifying questions to understand customer needs.
• Call Summarization:
  • Conversations are automatically transcribed and summarized.
• Automated Follow-Up Scheduling:
  • HubsRep schedules live agent callbacks when further action is needed.
  • Call summaries and customer details are automatically routed to appropriate HubSpot team members.
• Escalation Process:
  • Complex inquiries trigger immediate escalation, with summarized context sent to live agents for quick response.

For detailed wireframes and user flow diagrams, visit our LucidSpark Page featuring high-fidelity sketches and mockups.

Future Steps

• Enhanced AI Capabilities:
  • Add sentiment analysis during callbacks to better understand customer needs.
• Broader Integrations:
  • Expand compatibility to include CRM systems beyond HubSpot.
• User Feedback Loop:
  • Implement continuous improvement through regular user interviews and data analysis.
• Advanced Analytics Dashboard:
  • Create detailed analytics tools for tracking call outcomes, callback success, and customer satisfaction.

Visual Assets

Please see the HD image below

WIREFRAME