I took on the challenge of defining and crafting a vision for HubSpot’s Calling Product, specifically the service rep calling experience in HelpDesks, Inboxes and other centralized multi-channel workspaces for customer service teams.

I led and facilitated a series of cross-functional workshops to help stakeholders across my organization come to a deeper and more tangible understanding of customer service rep needs. Further, I defined and created alignment around a core mission: Enhancing collaboration and efficiency in team workspaces for service reps who make and receive calls.

Taking a bi-modal research approach, I defined the core challenges that differentiate calling, from text-based channels like email, SMS and Chat.
Distilled into it’s simplest form, the key distinction at play is synchronicity— Phone calls have a ton of urgency in the here and now. They don’t adhere to the traditionally linear support triage workflow, however in order to enhance rep efficiency, it’s essential to deliver an experience where calls work in harmony with all those other channels in real-time.

By setting this vision, I helped empower reps to deliver exceptional customer service by providing my teams with a well-defined 3-5 year horizon for HubSpot Calling. I focused on key areas of the support rep calling experience, harmonizing calling with text-based channels in team workspaces, and delivered a scalable routing system to address the needs of service organizations at various maturity levels, thus enabling reps to leverage each other’s strengths and specialized skills in on-the-go, and creating a truly collaborative service rep experience.

I also set strategic direction for our 3rd-party calling integrations, and defined how we supercharge our rep workflows at critical points, utilizing the power of automation and artificial intelligence to eliminate mundane and repetitive tasks.