If you’re a growing business, it’s no secret how important incoming calls and texts are for generating revenue. Your first response time matters. We’ve seen this reflected in the data from thousands of businesses on Quo: companies that quickly reply to their customers capture 50% more sales than the ones that don’t.
While 24/7 phone availability sounds logical in theory, it’s tough to implement in practice. Whether it’s a late-night text from a prospect or an incoming call when your team is busy, small teams deal with missed calls and unanswered texts all the time.
At Quo, we believe the solution to answering every incoming call and text on time is automation. We recently hosted an event with our partners HubSpot and Make to showcase how your business can successfully automate your workflows. With Quo (formerly OpenPhone), HubSpot, and Make, you’ll never miss a lead again.
Watch the event here or read through the highlights below:
How Quo, HubSpot, and Make work together
When you use Quo, HubSpot, and Make, you can create a seamless automated workflow to answer incoming calls, update your CRM, and follow up with leads. Here’s how:
1. Never miss a call with Sona
When you miss a call or let it go straight to voicemail, your prospects are more likely to lose interest in your business and go to a competitor. With our 24/7 AI agent Sona, you can answer all your incoming calls and engage prospects round the clock. Quo (formerly OpenPhone) customers that use Sona see 3x more conversations compared to when they were just using voicemail.
Sona is fully customizable to your business. Simply share your website URL or upload your existing documentation and Sona learns about your business operations. You can give special instructions based on your business needs. For example, you can collect customer information when a prospect wants a quote from your business.
Plus, you always have oversight over Sona’s calls. All calls handled by Sona are recorded and automatically summarized and transcribed in your Quo workspace. Review calls taken by Sona and adjust how it performs in real time.
2. Send call and text data to HubSpot
After a call comes in to your team or Sona, you can automatically update your CRM with Quo’s HubSpot integration. Save hours for your team by updating your business’s single source of truth instantly.
Our integration logs both your team’s calls and Sona calls, with AI call summaries and transcripts added to each call activity.
Your HubSpot contact data syncs seamlessly with your Quo workspace. No need to clean up duplicate contacts in your CRM or Quo.
3. Follow up with customers at scale with HubSpot and Make
Once you automatically log calls and texts to HubSpot, you can follow up with your prospects using Make. Our Make integration helps you automatically send personalized text messages to your prospects.
For example, when a prospect indicates interest in your products and services by submitting an online form on your website, you can parse their phone number from your HubSpot account. After that, you can text them a link to your salesperson’s calendar so that they can choose a meeting time that works for them.
Another helpful use case: automated birthday greetings. Save existing customer birthday information and trigger an automatic text when their special day rolls around. It’s a small, yet powerful, way to show your customers they’re top of mind for you.
Four best practices for automating workflows in your business
Quo, HubSpot, and Make fit together like chocolate, vanilla, and strawberry ice cream in a banana split. But to get them working together seamlessly, keep in mind a few best practices:
1. Clean up your data first
One of the biggest pitfalls a business can have when it comes to setting up their automations is unclean data. Understand where your contact properties are coming from, how they’re getting updated, and how you plan to use them in your automations.
“If you’re not using the right properties, or you’re not using the ones that are updated when certain actions are taken, then that automation’s not actually going to work,” says Jesse Cunningham, Platform Partnerships Manager at HubSpot.
It’s okay to take some extra time to clean up your spreadsheets and your CRM properties before you set up your automations. Otherwise, you could end up doing more work after you realize your automation isn’t working.
2. Use a “crawl, walk, run” automation approach
It can be tempting to try to automate all your workflows overnight. But it’s important to build the right automations for your business at the right time. With a “crawl, walk, run” approach, you can build your automation muscle to solve your most pressing problems without having to completely overhaul your systems.
For example, you can “crawl” with CRM automation by using Quo’s native integration with HubSpot. Simply connect both tools in seconds and see your call, contact, and text data flow seamlessly between them. Next, you can “walk” and “run” as your communication needs grow; maybe you need custom lead routing or additional app connections. That’s when you can create a Make automation or build a custom integration with the Quo API.
“This approach ensures you get quick wins,” says Balt Marques, Technology Partnerships Manager at Make. “And you can avoid building a complex system that’s difficult to manage as well.”
3. Think in systems, not tasks
While you can automate one task at a time, a more efficient approach is to map out your entire workflow and figure out how to automate as much of it as you can.
Once you’ve cleaned up your data and you’ve gained some experience with automating your basic tasks, you can become more strategic in your approach to automation.
“Blueprint your ideal workflow state first so you know exactly what you need to build,” says Balt. “The tools become the way to bring that perfect workflow to life automatically.”
4. Maintain a personal human touch
As you set up your automations, make sure that you maintain a human touch in your customer interactions.
“The human experience is so important, especially as we go further into an AI world,” says Jesse. “[There are] going to be these different avenues you can take to maintain that human connection and make your customers and leads feel seen and heard by your business.”
One way you can maintain this personal touch is by using text snippets in your Quo workspace to create personalized outreach to your customers. For example, to celebrate a milestone like an annual renewal or a promotion or to thank a customer for reviewing your product or service.
💡Bonus: Use large language models (LLMs) to design industry-specific automations
If you’re an agency partner that helps small and growing businesses build tech automations, AI tools like ChatGPT, Claude, and Gemini can help you better understand your customer’s needs.
”Most agencies are working with a variety of clients across industries and verticals. You don’t need to be an expert at every single one when you’ve got these tools that can help you get there…pretty fast,” says Jesse.
So if you’re trying to identify the right customer property or workflow for an industry you may not have much experience with, try using an LLM to brainstorm potential opportunities.
Start converting calls to revenue with Quo today
With Quo (formerly OpenPhone), you can grow customer relationships at scale with HubSpot, Make, and 7,000+ other integrations.
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