Customer story
Cutting Missed Calls by 23% for Aspire’s Customer Care Team
For Aspire’s customer care team, missed calls weren’t just a statistic; they were missed opportunities to delight customers. The fintech scale-up needed a telephony solution that could integrate seamlessly with HubSpot, automatically create tickets for follow-up, and give managers a real-time view of team performance.
After testing the market, Aspire chose CloudTalk, drawn by its HubSpot integration, competitive pricing, and bundled outbound minutes. After switching to CloudTalk — and integrating it tightly with HubSpot — Aspire saw a 23% drop in missed calls, sharper visibility into real-time performance, and faster coaching through AI-powered post-call insights.
HubSpot Integration
Live Dashboard
AI Conversation Intelligence
Multilingual IVR
What did Aspire achieve with CloudTalk?
23%
Decrease in missed calls
100%
Automated HubSpot ticket creation
30-50%
Faster QA with analytics
About Aspire
Aspire is a Singapore-headquartered fintech company that provides an all-in-one finance operating system for modern businesses. Founded in 2018, Aspire has rapidly grown its presence across Southeast Asia, serving clients in Singapore, China, and Hong Kong, with plans to expand into the UK and US. Its platform offers solutions for business banking, expense management, and payments, catering to the needs of SMEs, startups, and digital-first enterprises.
The company’s customer care operations are distributed across multiple countries, handling both inbound and outbound support to serve its diverse regional and international client base.
We spoke with Ayif Amrullah, Vendor Operations Manager at Aspire, to discuss how CloudTalk has helped them reduce missed calls, unify routing for a multilingual customer base, and bring sharper analytics into their day-to-day service operations.
Challenge
Aspire’s customer care team relied on Aircall, but missed calls didn’t automatically create HubSpot tickets—forcing manual checks that slowed follow-ups and made it difficult to track performance. Without integrated reporting, metrics like abandonment rate and average wait time were hard to monitor, putting customer satisfaction at risk.
Solution
Aspire chose CloudTalk for its native HubSpot integration, bundled outbound minutes, and competitive pricing. The transition was fast and seamless, and CloudTalk’s real-time dashboards plus AI Conversation Intelligence brought sharper visibility and efficiency to their support operations.
Results
With CloudTalk, Aspire cut missed calls by 23% and fully automated HubSpot ticket creation. AI-powered summaries saved ~5 minutes per call, QA time dropped 30–50%, and a three-branch IVR improved multilingual support in English, Mandarin, and Cantonese.
Life Before CloudTalk: Tracking Missed Calls Was Slow and Manual
Before CloudTalk, Aspire used Aircall — but it came with critical limitations. Chief among them: missed calls didn’t automatically create tickets in HubSpot, which meant agents were relying on manual checks to ensure follow-up.
“In the old platform, there was no automatic ticket creation,” Ayif says. “We had to manually check the logs to see which calls were missed and whether they were followed up. It made it difficult to track exactly how many calls we missed or managed to handle.”
With no integrated reporting, even high-priority metrics like abandoned rate, average wait time, and agent availability were harder to monitor.
“In the old platform, there was no automatic ticket creation. We had to manually check the logs to see which calls were missed and whether they were followed up. It made it difficult to track exactly how many calls we missed or managed to handle.”
Making the Switch: HubSpot Integration That Changed the Workflow
When Aspire went looking for a better solution, HubSpot compatibility was the #1 requirement.
“We wanted to ensure there was native integration to HubSpot,” says Ayif. “That way, as soon as we see a missed call, we can flag the right agent to follow up.”
CloudTalk ticked every box. The integration was smooth, the setup was fast, and bundled outbound minutes gave Aspire more value. But most importantly, they saw results almost immediately.
“Once we switched to CloudTalk, our missed calls dropped by 23%. “That’s not just a number; that’s customers we’re able to connect with before it’s too late.”
How CloudTalk Powers Aspire Today
Today, Aspire routes every call through a three-branch IVR — connecting callers with English, Mandarin, or Cantonese-speaking agents. Meanwhile, supervisors monitor live dashboards to see exactly what’s happening: wait times, call volume, agent status, and more.
CloudTalk gives us real-time visibility. If we see something’s off — maybe a queue is building up or an agent is unavailable — we can jump in and solve it quickly.
They’ve also unlocked new speed and intelligence with AI Conversation Intelligence, which automatically summarizes calls and flags sentiment for follow-up or coaching.
Post-call wrap-up used to take a lot longer. Now it’s all automated. We save about 5 minutes per call, and QA is 30 to 50% faster since we’re not reviewing everything manually.
Results: Faster Follow-Ups and Measurable Reductions in Missed Calls
Key outcomes:
– Multilingual IVR routing across three language branches
– Missed call rate reduced 23% immediately after switching from Aircall
– 100% automated HubSpot ticket creation
– Real-time tracking of wait times, abandoned rates, and agent availability
– ~5 minutes saved per follow-up through AI-powered call summaries
– 30–50% less manual QA work from automated sentiment analysis and analytics dashboard
– 30–40% reduction in time spent shortlisting and analyzing tickets
In the past, our abandonment rate was quite high,” says Ayif. “Now it’s much easier to follow up quickly and make sure no call gets lost.
He adds: “Before, we spent too much time figuring out what happened on a call. Now, we can see the key details instantly, and that means we can spend more time serving customers instead of tracking down information.”
The Bottom Line: “We Decided to Stay With CloudTalk for a Reason”
After their first CloudTalk contract ended, Aspire re-evaluated the market. But after looking at alternatives, they chose to stay.
We compared other vendors again, but CloudTalk still gave us the best mix of features, pricing, and regional support, especially with the HubSpot integration.
CloudTalk is a data-driven solution for exceptional customer experience and intelligence is a key part of it.
Schedule a demo today and find out for yourself.
