The Savior of Customer Success | TDSU Ep. 9

[00:00:00] Dillon:

What's up, Lifers? And welcome to The Daily Standup. Your destination for just a smidge of customer success content every single day. I got Rob here who is in a loud public space.

Rob. Do you want to say hi?

[00:00:22] Rob: I'm at the Tech Crunch event. I'm doing good things here. My mom would be proud, but what's up smidgers?

[00:00:28] Dillon: Preaching the gospel. We got JP here. JP, do you want to say hi?

[00:00:33] JP: What's up people.

[00:00:37] Dillon: And I am your host. I wasn't prepared for how tame that was, JP. And I am your host. This is Dillon Young. I am Dillon Young? This is another three way conversation. Our guest's internet conveniently died as we were introducing them.

So we're going to turn this into a three way conversation. Just published, hot off the presses, HubSpot

declares customer experience is broken, while also unveiling the all new Service Hub that will fix it. That's convenient, isn't it?

Hey, this just died and we've got just, we've got just the antidote. JP, you--

[00:01:21] JP: Oh nah man. Come on man. Oh man. Oh, what a hell of an intro.

Uh, yeah. Okay. Lemme tell you something. I think HubSpot, I think you're great, baby. You're doing great things, baby. I see you.

[00:01:36] Dillon: Do you want to be a sponsor?

[00:01:37] JP: I see what you're doing HubSpot, it's good stuff, it's good stuff. I think that these conversations, I guess the context, yeah, customer success, it's changing it's a downfall it's an evolution, whatever it is. I think, I think it's exciting. I haven't got a chance to actually look at the tool. I think actually before I heard about this, I actually heard about the tool.

Before this particular article, and I was curious about it because yeah, it's okay, now, you actually have something specifically for, customer success managers to use. And I was reading through it and it's like a lot of people, I think, see that

there's this need, there's this group of pain points with customer success managers to quite frankly, just be more organized and try to provide, something more convenient to do, which usually, I will say this does feature AI, which now it's starting to come standard with everything.

So it has AI features and I think, I don't want to knock it, but I'm also not going to hype it. I think that it's good to see how it plays out. And...

[00:02:46] Dillon: Let's say this quick synopsis. This is a new

suite

within HubSpot, I imagine it's going to cost additional money. I don't actually know that though. I haven't read the entire article. So it's basically a a, CSP within HubSpot. They mention health scores. They mention customer success managers or professionals being able to do all the tasks they need to within HubSpot.

So from that angle, 30, 000 feet. Love it, right? Because it's going to make it a lot easier for CSMs to get a tool without having to kill themselves to convince their organizations to buy them a standalone solution. So even if it costs additional money, HubSpot's an approved vendor, or it's a known quantity.

So you mentioned the AI stuff, and what it says is, It will draft AI generated summaries, transcripts, and next steps after every call. So that's not even new. There's a ton of

[00:03:43] JP: Gong does that.

[00:03:43] Dillon: tools out there that already do this. And I think we should probably move past this idea of "Oh, that's new-fangled," I think that's just going to be the reality going forward is we're going to try to employ AI to do some of that really low value junk in just about every tool

that's out there going forward. So that was a huge interruption over what you were saying, JP. I don't know if you had any other thoughts to to ...

[00:04:08] JP: No, I think you know, I think that even though it's a smaller byline, Dillon, I think you hit the nail on the head that AI is going to come standard now with things, look at even rap beef, even Drake is using the AI in the rap beef.

We're entering into a new uh,

[00:04:24] Dillon: I don't know anything about that. You're going to have to teach me.

[00:04:26] JP: You know, hey, so yeah Rob, what do you think?

[00:04:29] Rob: Yeah, I'm trying to think about it

more specifically. I'm trying to get under

the hood and understand what does this really actually bring to the table

that hasn't already been broughten' (???). So, like, It

[00:04:44] Dillon: That's that Ivy League education, with that vocabulary.

I like that!

[00:04:49] JP: Hasn't been Was

[00:04:49] Rob: from a

movie. That was from a movie a

[00:04:51] JP: Oh, really?

[00:04:53] Rob: It's a movie in

the 90s about cheerleading. I can't remember. I don't know. Whatever. Anyway,

[00:04:57] JP: Bring It On?

Oh.

[00:04:58] Rob: Was it Bring It On? No, no. It was a spoof of Bring It On.

It was some parody.

[00:05:03] Dillon: Neither of those is from the 90s, so ...

[00:05:06] Rob: Early 2000s.

[00:05:08] JP: Okay.

[00:05:08] Rob: Anyway, my point is to say,

maybe I'm wrong, but I don't think the Service Hub is a new thing. I think the Service Hub has been around for a while.

This is just a rebrand and a relaunch of something that has been here

before, but now glossed over with this beautiful icing called AI.

And the thing that's driving me crazy is that

so many things are, using the letters AI so vaguely that it's like saying

"Now with added data!"

Or something like that like it's like the word data

is

[00:05:41] JP: Gluten free?

[00:05:42] Rob: "With more

[00:05:42] Dillon: data! ✨".

[00:05:43] JP: It's gluten free! It never had gluten to begin

with, though.

[00:05:46] Dillon: Rob,

I wanted you to get that hate out, but

[00:05:50] JP: HubSpot, you can sponsor us, baby. Don't be

listening to these people. You can we need some sponsors, baby. Come on.

[00:05:55] Rob: It's angry curiosity. More than

anything else,

[00:05:58] Dillon: "All new," is in quotes. It is quoted

as all new, which I

think is their way of saying

it's not actually, right? It's the same as when they come out with an all new Ford Explorer.

It just looks, obviously that's been around for a while, but it's, the 13th

iteration

of it. So they're calling it Service Hub 2. 0. But what I'll

say is that in this article, it does say there's a brand new piece called the Customer Success Workspace, which is now available in

beta. Which would lead you to assume that is net new.

And that's where they're talking about the health scoring and the ability to track tasks and create custom segments and views, monitor pipelines. So I think there are new pieces to it, but Rob, tell us how much you f****** hate AI.

[00:06:46] Rob: That's not at all what I'm saying I'm saying that it's on us as practitioners to be specific about what the hell we're talking about.

When we say AI, you know? It's just too vague to be like, does AI mean better health scoring,

sentiment analysis, voice of the customer programming? What does this mean?

[00:07:05] Dillon: Yeah. But I mentioned it says AI generated summaries, transcripts, and next steps after call, which, look,

[00:07:12] Rob: Some conversational

intelligence, I guess.

[00:07:16] Dillon: Yeah look, you're just saying other

platitude-y s***.

They're just going to take notes

[00:07:19] Rob: I'm being more

[00:07:20] Dillon: that you put in HubSpot and f****** turn it into different words. It's, that's

all it is!

[00:07:27] JP: I want to say first of all,

I think

I don't even

[00:07:29] Dillon: think it's

[00:07:29] JP: I will

say,

lastly, about this whole thing. Cause HubSpot's cool in my book, y'all are

cool in my book. you know what I mean? JP loves HubSpot, y'all are cool. But I think that one of the things I don't want to get lost is it talks about that it's going to unite, I noticed it said unite customer support and success. For the first time that seemed to be, like, one of the taglines in the article. So do with that what you wish but I think that is the article goes into all these things, but I think that's a big draw, what they're trying to say is that

they're going to bring customer success and support together for the first time. I don't know.

[00:08:08] Dillon: Yeah. Yeah. I think they're probably just trying to bring it all under one hood. But I think the idea is that there was a lot of functionality that customer success could benefit from that didn't exist previously. And so Service Hub may have been the customer service piece or the support ticket piece.

And that's always been there. I think they optimized that, but in addition, they added some customer success some functionality that's going to mostly benefit customer success professionals. I think that's the key here. So it's clear that none of us have done any research on this, but great little hot take episode.

So that's our time guys. Thanks for letting me use the F word multiple times. And,

we'll see you next time.