Pros & Cons
- No additional cost for VoIP services as they are part of the package
- The service is preconfigured and integrated into the HubSpot software
- Web-based interface doesn’t require any additional hardware or software
- The ultimate in ease of use
- Can be used only in conjunction with other HubSpot tools
- Cannot be used as a general-purpose IP PBX but only for calls to and from specific customers
Plans & Pricing
HubSpot’s VoIP service is not a standalone VoIP service but is available as a feature within the Sales Hub and Service Hub software products. As such, it is difficult to compare this service directly with other standalone VoIP offerings from other companies. Even so, it is a vital part of what HubSpot has to offer, and it is definitely worth examining as a feature to leverage if you’ve invested in a HubSpot service.
There are the Starter, the Professional, and the Enterprise plans for both the Sales and Service Hubs. All three plans contain VoIP Software as a feature, but they differ in the number of free calling minutes per account per month as well as the number of provided phone numbers you can use.
Starter -£17/month/2 users
The Starter plan is a service that is offered to 2 users for both the Sales and Service Hub software packages. This package is purchased on a per-2-user basis, costing £9 for every additional user added. The VoIP calling feature in this plan provides 500 minutes of inbound and outbound calling as well as a single phone number.
Professional -£396/month/5 users
The Professional plan is a service that focuses on small teams and is available for groups using both the Sales and Service Hub software packages. This package is purchased per 5 users. The VoIP calling feature provides 3000 minutes of inbound and outbound calling as well as three phone numbers. That comes to around $£79/month/user for comparison purposes.
Enterprise -£1050/month/10 users
The Enterprise plan offers services for larger teams and is once again available in both the Sales and Service Hub software packages. This package is purchased per 10 users. For the VoIP calling feature, it provides 12000 minutes of inbound and outbound calling as well as five phone numbers. That comes to £105/month/user.
Now keep in mind that these prices are primarily focused on the multitude of features offered as part of the Sales and Service Hubs and not so much on the additional features delivered via the VoIP software.
The benefit of using HubSpot’s integrated VoIP software is that you don’t need to purchase another VoIP system to integrate with your HubSpot services. All VoIP services are served using a web browser, or they can be forwarded to an agent’s personal telephony device. But you don’t need any hardware like an IP phone to use it.
HubSpot is a well-recognized company that delivers a multitude of business software packages that revolve around inbound marketing, sales, and customer service. It was founded in 2006 and has since become one of the behemoths in the field. Their area of expertise is ideally suited to integrating a VoIP telephony system since much of its software interacts nicely with such a service. For this reason, HubSpot has launched its VoIP software to complement the rest of its services excellently.
HubSpot VoIP Software is ideal for any-sized business and can be used with its multitude of other software and services, especially with its well-known Service Hub, which includes ticketing and helpdesk tools, customer feedback, and knowledge base, as well as its Sales Hub, which is a CRM system used to manage customer and prospective customer interactions. Let’s take a deeper dive into what the HubSpot VoIP service delivers.
Features and Functionality
HubSpot is a company that focuses on providing software and platforms that deliver marketing, sales, customer service, and content management tools. The main benefit of HubSpot’s VoIP service frees you from purchasing and integrating a third-party VoIP system, which can be costly and require a specific skill set.
However, HubSpot’s VoIP software does not include many of the bells and whistles you may see on other VoIP systems. It is a no-nonsense, simple-to-use, telephony service to be used exclusively with HubSpot’s other services.
Some details of the features and options included in this service follow:
All incoming or outgoing calls will take place via the HubSpot platform, which is web-based. So no additional software or hardware needs to be installed.
Automatic call logging
Automatically make and log calls directly on CRM records using the caller ID, creating a context for future customer interactions.
Allow a team of agents to listen in to customer conversations, enhancing the training experience as well as enabling easier handing off of tasks from one agent to another.
This feature keeps a record of the conversation for future reference.
Phone number options
You can either purchase a phone number directly from HubSpot or register with a third-party calling provider.
One particular feature of the VoIP service delivered by HubSpot is the call tracking capability. Using this feature, you can prioritize your day’s sales calls, make calls directly from your browser, and automatically track calls. This is beneficial primarily due to the efficiency that is provided by this deep integration of calling with the rest of HubSpot’s features. Agents spend less time dialing and more time interacting with customers, resulting in better sales and better customer service.
Ease of Use
Arguably, HubSpot’s VoIP service’s best selling point is that it is already integrated into the software platform delivered to the user. This is the ultimate in ease of use for both the user and the ICT tech responsible for supporting your agents. It is already set up and is accessible via your web browser. No hardware is needed either. The only configuration task necessary is to ensure that your phone number is correctly registered, whether a HubSpot number or a number purchased from a third party.
When using the service, it’s as easy as a single click. You don’t even have to dial a number, as the user’s phone number in the CRM database is used to connect an agent to the user directly. This is the ultimate in a straightforward design.
HubSpot, as a large and well-reputed company, has an extensive series of services that deliver help and support to its users. This of course includes help and support for the VoIP services they deliver. These are included in their help center, documentation, training, and blogs, all of which exist within the company’s online Knowledge Base that is free for use by anyone. Specifically, the following help and support are available:
24/7 Help & Support24/7 phone support is available for the Professional and Enterprise plans
Live Online ChatLive chat support is available for Starter, Professional, and Enterprise plans
Video TutorialsHubSpot Academy which includes video training and tutorials
FAQExtensive FAQs and Knowledge Base
Community ForumThe community form is available for all users including free plan users
BlogA blog that is updated regularly
HubSpot’s VoIP service impressively integrates with its all-encompassing customer management, sales, and marketing services, creating an efficient, streamlined communication channel. The service simplifies customer interaction, and features like call recording, customer tracking, and call prioritization all provide valuable insight, enabling businesses to optimize their customer interaction strategy continually.
However, the service’s cost could be a hurdle for some businesses, considering that the cost is not just for the VoIP service itself but primarily for the multitude of features the platform’s various products deliver. Overall, HubSpot’s VoIP service is a comprehensive, intelligent solution that, when leveraged properly, has the potential to enhance customer experience and satisfaction significantly. Its integration with other HubSpot modules truly encapsulates the essence of a unified communication approach, making it an investment worth considering for any business striving for efficiency and better customer service.