Around the end of September each year, you’d usually find me sitting at my desk in my usual jolly mood. Then the Digital 22 office doors burst open and in slow motion, I turn my head to see who it is. The smile quickly disappears as I enviously watch a bunch of the team return with smug looks on their faces. I give them each a fake smile and a nod. One hand on the keyboard, the other quietly crushing a can of Diet Coke out of pure frustration and jealousy as the lucky group returns from Boston.
They attended HubSpot’s annual INBOUND conference. Although, things were very different this year.
We all managed to experience the educational side of INBOUND as for the first time ever, the event was completely virtual. All the talks, keynotes, Q&A sessions, AMAs and pre-recorded sessions were available to ticket holders, meaning nobody had to miss out. No fake smiles. No crushed Coke cans.
It was a totally unique experience as HubSpot built the conference on a custom event platform which gave the team serious Habbo Hotel vibes. This immersive experience featured over 250 speakers, spotlight, breakouts and more. We even got to see Chrissy Teigen and John Legend casually being interviewed on their bed because why not.
We made a safe occasion of it in the office. Balloons, snacks, drinks, talks on projectors - we made sure nobody missed out on the learnings during a two-day party of our own. Despite the major differences where nobody hopped on a plane or sent the team selfies of running into Dharmesh Shah at a bar one night, one thing did stay the same.
We had plenty of HubSpot product announcements, updates and key lessons from some huge names. All jokes aside, as enjoyable as experiencing Boston and INBOUND is, it’s these product updates we as marketers and HubSpot users can’t ignore. It’s what helps us stay ahead of the game and get the most out of the platform and, in turn, help achieve amazing results for our clients.
You may have attended INBOUND virtually and need help breaking down all of the amazing announcements. Or you might have missed out and are suffering from a real case of FOMO. Whichever it is, here’s everything you need to know from HubSpot’s INBOUND 2020 conference. If there’s anything specific you want to read about, click on one of the bullets below to jump to that section.
- The theme of INBOUND 2020
- Sales Hub Enterprise updates
- Marketing Hub updates
- HubSpot ABM tools
- CMS Hub features
- Service Hub additions
The theme of INBOUND 2020
It’s obvious why HubSpot decided to go entirely virtual this year. With travel restrictions and safety a priority, the way we operate and go about everyday life has changed. That’s why the overarching theme this year was thriving in the new normal where the announcements reflected how we’ll adapt to a life that looks more like 2020 and less like 2018.
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It's been just over two months since we had the pleasure of meeting Dharmesh Shah, HubSpot Co-Founder and absolute legend, in a #Boston bar, just a few hours after his brilliant keynote. He and Kirsten, his wife, were both lovely people who the team really enjoyed meeting. Fair to say, we were like a bunch of star-struck kids. Thanks again, both of you! . . . . #INBOUND18 #HubSpotLife @HubSpotLife @HubSpot @HubSpotPartner #TBT #D22Life #AgencyLife #Work #InboundMarketing #Inbound #HubSpot #OfficeLife #MarketingAgency #marketing #office #marketingdigital #marketingagency #marketingtips
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Sitting inside of an empty Fenway Park, HubSpot Co-Founders Brian Halligan and Dharmesh Shah were joined by Chief Product Officer, Chris O’Donnell. The trio discussed how businesses can thrive in the new normal. Learning to adopt platforms like Zoom and Slack while Dharmesh focused on how diverse teams make some of the best teams to work with.
Chris had a lot of great updates in store for us. Everything from the Sales Hub Enterprise, scalable pricing for Marketing Hub, ABM improvements and much more. I won’t highlight every tiny detail from every single talk the team attended (you can actually read a bunch of our key takeaways here for that). Instead, for a quick overview, head over to this blog or continue reading for a more thorough breakdown of the conference and updates.
Sales Hub Enterprise updates
Every change, addition, improvement and update to the Sales Hub is designed to add more power and flexibility to the already easy-to-use software. Check out the new announcements for the Sales Hub HubSpot announced at INBOUND below.
The Sales Hub got a lot of love this year and one of the features which got a lot of people excited was custom objects. Right in HubSpot, you can create custom objects to keep track of information specific to your company as well as easily sorting, automating and reporting on associated data.
Traditionally, HubSpot has four types of standard objects: contacts, companies, deals and tickets. So most capabilities that were a little out-of-the-box like workflows, tickets and reporting were limited to those objects. Initially, that wasn’t really a problem because smaller companies didn’t have a lot of data and most of the time, the data they did have fit into those types of standard objects.
This was fine as these objects could be associated with each other within the platform, allowing both sales and marketing teams to have a holistic view of individual contacts, deals and companies in one place.
The HubSpot CRM itself has been the go-to choice for marketing professionals that want a user-friendly platform. And as the tools are simple to use, bigger companies are now looking to bin off their legacy CRMs - especially those that required more customisation and data structure.
The problem was it forced companies to try and match their business operations to HubSpot’s platform to leverage them. In reality, it should be the other way around and companies shouldn’t have to compromise. That’s why custom objects is such a huge deal, as you can configure your HubSpot portal to align with your business operations, offering you so much more flexibility than before.
It’s also built into every part of the HubSpot portal. Automated workflows? Yep. Personalisation tokens? Sorted. Reporting dashboards that connect into custom objects as it does with the HubSpot provided ones? Not a problem. So, if you can’t stick your data in categories like contacts, companies or deals, then you’re going to love custom objects, especially since you can organise the information you need to do your job right inside your CRM.
If that wasn’t enough, custom object data looks, feels and acts like other objects in HubSpot. So you and your team don’t need a big adjustment period, all you need to do is structure your data exactly how you need to for your unique business and grow better.
Two of the most exciting aspects of using custom objects is you can now trigger workflows based on custom object data through the power of automation. Whether it’s a simple task or something a little more sophisticated for your unique needs, workflows do a lot of the heavy lifting. You just create custom object-based workflows like any other workflow in the HubSpot visual editor and then set enrollment triggers specific to the object’s properties to target whoever you want, whenever you want.
It goes a long way to eliminate those tedious tasks and remove the friction from your sales process.
The second is the ability to report on insights specifics to custom objects. This lets you chop up your custom data into actionable reports which highlight exactly the bits you want to track. When you select the exact custom object metrics you want to look at, you can then decide how you want to visualise it. Pie, donut, bar, area - plenty of charts to choose from.
That way, you can summarise the key insights to make sure these reports are full of quality and feature the data you and your team actually care about.
There’s no denying the ability and added flexibility to configure your HubSpot portal to align with your business operations - and not the other way around - is a game-changer.
INBOUND TAKEAWAY: “Always ask yourself what is the prospect going to learn from the call you’re about to have with them - if you don’t teach them anything you’re not moving them through the process.” - Emily Yates, Digital 22 Marketing Coordinator.
AI-powered sales acceleration
Along with custom objects and a handful of other improvements, such as the ABM functionality and field-level permissions, HubSpot has gone one step further to help out sales teams so they can work faster and smarter. AI is obviously nothing new in HubSpot, but this improvement is pretty impressive.
This new AI feature automatically scans a prospect’s email signature and automatically pulls their relevant information. This includes their name, job title, the company they work at and loads more right into your CRM. Just imagine how much time every member of your sales team will save. HubSpot estimates reps will actually save one hour and 50 minutes every week.
The best part is you don’t need any new training or be a HubSpot AI whiz. It’s embedded into HubSpot so there’s nothing technical you need to set up. If you’re a Sales Hub customer then you’ll have access to this feature; just go to your contact and companies to switch it on.
More robust sales engagement tools
HubSpot has continued to improve its sequences feature with things like bulk enrol, LinkedIn Sales Navigator, sender score and more. Now, sequences make it even easier to follow up on tasks after sending a series of emails to make sure sales teams don’t miss anything.
What will help them even more is the new ‘Today’ view within tasks which is basically a personalised command centre. This gives every salesperson a place where they can stay focused on their next steps, daily to-do lists and more.
To see the ‘Today’ view, head over to Sales then Tasks in HubSpot and you’ll be dropped into your new view page. From there, you can interact with your meetings, tasks and more. If you’re a Sales Hub user, you’ll have access to this feature even on a mobile which itself has seen plenty of new improvements.
INBOUND TAKEAWAY: “Empathy is essential and is key throughout any interaction with a prospect and client. Being personal and creating a personalised experience is more important than ever in the current climate.” - Caroline Sibley, Head of Solutions.
Sales analytics tools to help with forecasting, pipelines and coaching
Need to check how healthy your sales pipeline is? The new sales analytics tool is a lifesaver by offering plenty of rich insights. This data allows you or the head of your sales team to coach the rest and improve outcomes.
The best part? There are plenty of sales reporting improvements. If you’re using Sales Hub Professional or Enterprise, you and your team can get access to over 20 powerful reports with a view to understand how efficient your sales funnel is. One of the powerful new reports you definitely need to check out is the deal pipeline waterfall report.
This report helps you understand the ‘why’ behind changes to your pipeline, so you get some context. You’ll see all of the specific changes to deals and then delve deeper to access the important information you need.
You can take your analysis to the next level by accessing the comprehensive collection of customisable, out-of-the-box reports. They’re not only simple to use but also provide super powerful insights you wouldn’t usually expect, such as deal change history, outcomes and sales activities.
The deal change history report is also another nifty report to check out. It allows you to see a live feed of every change to deals in your pipeline and HubSpot even calls out any important changes, such as new deals, pushed out close dates, deal amount changes and more. Oh, and if you want to check in on your team’s performances, the coach reps and teams report lets you hone in on individual performances in 1-1 coaching sessions.
From a forecasting perspective, your sales team can finally spend less time working through spreadsheets and more time doing strategy stuff. All sales data is integrated inside HubSpot, so there’s added visibility and insight to forecast easier than ever before. It collects input from your sales team to generate accurate and timely sales forecasts without the need for double data entry.
Quotes are about to go to another level as well. HubSpot has made some huge improvements in the design manager which allow you to create customisable, on-brand proposals.
If you don’t fancy trying your hand at some design work, you can select a template to help get your quotes set up fast. HubSpot promises that over time, the quotes feature will become more immersive and the visually rich experience helps you propose and showcase your pricing and products.
If you need some accounting integrations then HubSpot has you covered. The new accounting extension and integrations help you turn quotes into cash faster and more efficiently. The new integrations are with NetSuite, QuickBooks, Xero and Nubox so you can use your preferred accounting software from within HubSpot to generate invoices and any other financial requirements.
Why is this addition handy? It means your sales team can make the closing process much smoother and they can continue building relationships with new customers.
All of these new features and improvements will help your sales team close more deals, but you can also trust they’re flexible enough to grow with your business.
Marketing Hub updates
Don’t worry Marketing Hub users, HubSpot didn’t neglect you at this year’s virtual INBOUND event. HubSpot’s focus with the new updates is to ensure marketers don’t have to sacrifice features they love just for user experience. Now, it’s both powerful and easy-to-use.
Alongside custom objects, the marketing contacts announcement went down quite popular with the Digital 22 team. That’s because now you only ever need to pay for the contacts that actually count. Bounces, unsubscribers, partners, one-off tickets, there are plenty of reasons why you’d keep contacts you won’t market to in your CRM and it’s a bit unfair to pay for them if you aren’t marketing to them.
Marketing Hub customers with marketing contacts will only now need to pay for the contacts they choose to market to using ads or emails. The rest? You can store up to one million contacts for free. There’s also scaled-contacts pricing across all tiers which makes individual contacts cheaper as your business grows.
Again, if you’re a Marketing Hub user, then you can mark eligibility easily which usually takes time to do manually. The marketing contacts eligibility flow makes identifying marketing contacts super simple (literally a couple of clicks) which shows you automatically generated lists of bounces and unsubscribes.
You can also add custom filters and lists of your choosing and automatically categorise new contacts as marketing from integrations and forms.
Your marketing contacts aren’t ever locked in either. If you need to change them month to month to match your business needs, you can. This feature will be life, time and bank balance savers as you don’t need to pay for contacts you don’t market to and you don’t need to keep storing them in complicated sheets or databases that take ages to find.
Revenue attribution reporting
Every company and marketing wants a better view of the customer journey and how their efforts are making an impact. But the more your company grows and the more complex the customer journey becomes, showing your impact and working out how to improve does get more challenging.
HubSpot multi-touch revenue attribution feature automatically connects every customer interaction to revenue so you can pinpoint which channels bring in the most revenue. Although it was made live in January 2020, it just keeps getting better.
That’s not to say it’s become more confusing. It’s still built in a way which is simple to use and will help you make more informed decisions, rather than fretting over vanity metrics that nobody really cares about.
Nope, this isn’t a mistake. As helpful as the custom objects feature is for Sales Hub Enterprise users, the same feature is also great for marketers. If you use Marketing Hub, you can use custom objects to full own customer data and use it for better campaigns and segmentation.
With custom objects, you can run more personalised and segmented campaigns based on business-specific criteria that you’ve stored as a custom object. Being able to target so accurately in campaigns means a better ROI for you, but also an engaging customer experience which ultimately results in faster growth.
INBOUND TAKEAWAY: “The new developments with HubSpot are truly next level. To be a part of this platform in the next 12 months will be really exciting.” - Chris Ellis, Lead PPC Specialist.
Advanced automation for workflows
HubSpot’s workflows engine has undergone a massive change. Now, you can create campaigns with multiple paths which you can then clone and rejoin whenever you need to. Marketing Hub users also get access to new features within contact workflows and a redesigned workflow builder.
HubSpot has built this to help save time by taking an automation-first approach, helping you save a lot of time.
Custom report builder, flexible dashboards and performance reporting
HubSpot’s new custom report builder is another unmissable feature. It gives you access to all of your data from HubSpot in one streamlined workspace along with access to over 10 data sources and counting from within HubSpot.
HubSpot’s new functionality with the flexible dashboard lets you see the data and results you need quickly and effortlessly. You get a high-level overview of your business performance so you can understand the next steps in any strategic changes. Obviously, that can be a bit difficult/borderline impossible when you scroll for hours through boring reports to find the exact bit of data you need.
By customising your reporting dashboards, you can get access to the data you need at a glance.
If that wasn’t enough, HubSpot has thrown in performance reporting in for good measure. It can sometimes be a challenge to report on how your marketing is working. But now HubSpot is making it easier and more accessible by pumping in continued investment into the reporting side of things so Marketing Hub users can access the most important data in one place.
CRM-powered marketing and ads
Even in the Marketing Hub, HubSpot has put a big focus on how the CRM powers it. From a marketing perspective, it’s no surprise that it’s more difficult than ever to get your company noticed by users who are already flooded with content.
To help with that, HubSpot has fine-tuned the Marketing Hub so it’s easier to deliver CRM-powered marketing. They’ve done this by adding some new features (such as custom objects as mentioned and behaviour-triggered events) to help you both unlock CRM data and use it to power better marketing.
HubSpot is also making paid efforts more effective to help optimise ads that actually convert so users not only click but also buy from you. The HubSpot ads optimisation events feature sends a signal to Google whenever a contact’s stage changes. This better informs the algorithms to target audiences that take action after noticing the ads so your budget doesn’t go to waste.
All of these new features will help take Marketing Hub to the next level. Although, they’re not the only features that were announced.
HubSpot ABM tools
Although technically falling under the Marketing Hub umbrella, I just had to dedicate an entire section to HubSpot’s new ABM tools. This got a lot of the folks in the office talking, so I’m pretty sure it’s something you’ll want to focus on if your business uses an account-based marketing (ABM) strategy or is planning to adopt it.
If so, HubSpot has plenty of unique features to help you execute your ABM strategy. At a top-level, HubSpot built the ABM tools to make it easier for your marketing and sales teams to work closely together to target and close high-value accounts.
As a starting point, you can set up ideal customer profiles to automatically identify key prospects in your pipelines. Then, you can monitor the effectiveness of your marketing and sales efforts using the ABM dashboard.
Setting up your ABM strategy
HubSpot has made it fast and easy to set up your ABM strategy. You can use features such as:
AI-powered recommendations: this highlights target accounts to focus on so your sales team’s efforts don’t go to waste
Default properties: use this feature to tag accounts and buying roles
Workflow templates: these help you define your ideal customer profiles and identify the best-fit target accounts.
The best part is you can do this all within the HubSpot CRM. It holds all of your existing customers and leads so you don’t need to worry about details slipping through the cracks.
Now that's how you learn! 🗒️— digital22online (@digital22online) September 22, 2020
A socially distanced beer in hand, large screen with @alexgirard 'Introduction to #CMS Hub' session live. If @carlsberg did @INBOUND 🍻 @rikki_lear @AndrewThms living their best #D22INBOUND2020 life. #INBOUND2020 @HubSpot pic.twitter.com/IUq6mRmXE3
ABM collaboration features
Although marketing and sales teams don’t usually get along on paper, HubSpot’s shared tools to encourage collaboration will have them being the best of friends in no time. These include:
Target account home: both teams get a detailed view of progress across all accounts
Slack: the Slack capabilities give marketing and sales teams stronger ABM collaboration to support high-value target accounts.
With these features, both teams can regularly post their KPIs and share notes automatically between Slack and HubSpot.
The new ABM tools help marketing teams personalise and create engaging content to attract high-value accounts and create deeper relationships. Here’s what else HubSpot helps with:
- Account-level targeting: this new feature in the LinkedIn Ads integration lets you target companies by target account tier or status
- Account overview sidebar and native integration to link HubSpot and LinkedIn Sales Navigator: the sidebar is everything your sales team needs and the integration helps you create deeper relationships with people over time.
With these personalisation features, your teams can build more authentic connections with high-profile people within each account.
End-to-end tracking and measuring
HubSpot’s ABM tools also let you track and measure key milestones throughout an account’s journey to help you continue tweaking your ABM strategy as you see fit.
- Account overview: get a detailed look at what’s happening at an account level
ABM dashboard: these robust reporting dashboards offer you a much higher level view
Company scoring: use this to identify the highest value account to prioritise reach-out.
With the focus on ABM tools at INBOUND, selling to large accounts no longer needs to be a huge slog. By using these features, it’s easier for your teams to collaborate and track progress so sales cycles are more efficient and you know which way deals are going to go.
HubSpot CMS Hub is exactly what marketers, developers and IT teams have been dreaming of. It’s probably more important right now to have a website that offers incredible and interactive online experiences which is exactly what the CMS Hub excels in. Developers get the power and flexibility, marketers get the ease-of-use and IT benefit from security and speed.
Combine all of this and you can offer customers the amazing experiences they deserve.
Marketers don’t always have the luxury of relying on a development team and if they do, they have to join a long queue to get their attention. HubSpot’s CMS Hub allows marketers to easily create and manage website pages that are personalised for different visitors and optimised for devices.
That means you don’t always need to rely on a developer to help you out as you have features such as:
- Website themes: use pre-built themes with the option for custom development. It allows you to build cohesive websites without mismatched designs and logos
- Contact attribution reporting: dig into which campaigns and content types drive the most leads by analysing the impact of your website strategy
- SEO recommendations: this feature lets you easily see how you can improve your website
- Multi-language content creation: users can toggle between languages as you manage multiple language domains and optimise them all for SEO
- Adaptive testing: you can choose five variations of a page then HubSpot monitors and highlights the best-performing one
- Drag and drop editor: publish changes with ease and create pages without roping in your developers.
It can be the stuff of nightmares when developers can’t build websites using the tools they know and love. That’s not the case with the HubSpot CMS Hub. They can use the tools they prefer while allowing marketers to make small tweaks without taking up developers’ time.
Along with accessing handy resources from HubSpot’s developer community, some other features include:
- Local web development: tools like GitHub make it easy to handle version control and make changes when necessary
Serverless functions: add interactive elements like event registrations and calculators without needing an external server, SSL certificate or transfer process
Themes: create editing experience to help out marketers - start from scratch or use pre-built themes as starting points
Developer community and docs: the active community and extensive documents lets your developers get the answer as and when they need them
Code alerts: identify design bugs that could cause page failures or slow down site speed
Dynamic content with HubDB: build data tables you can update to push global sit updates for content on multiple pages - perfect for catalogues, pricing and more.
HubSpot is taking safety seriously which will be music to your IT team’s ears with features like:
- 24/7 security monitoring and threat detection: HubSpot’s security team keeps your website safe around-the-clock by manually checking for attacks, abuse and everything in between
- Reverse proxy support: marketing teams can create and manage content from a single, trusted domain hosted externally
- Site performance monitoring: track down reported errors and monitor overall performance over time
- Standard SSL certification: your website automatically receives a standard SSL certificate to build trust between your brand and its visitors - while also boosting Google ranking
- Content delivery network: visitors will never experience downtime through HubSpot’s global CDN which is designed for high levels of traffic. Enterprise users also get a custom CDN configuration
- Activity logging and partitioning: teams get appropriate permissions so you can keep track of who made which change.
Believe it or not, this is just a top-level look at the CMS Hub and some of the things HubSpot announced at INBOUND 2020. If you want to learn more about the CMS Hub or have a few other options in mind but you can’t decide which one to go for, I’ve got just the thing.
Check out this comparison guide which outlines some of the most popular CMS platforms out there to help make your decision easier. It also has a more in-depth breakdown of the features above so you can find out more about how the HubSpot CMS Hub helps your entire team.
HubSpot hasn’t neglected any area of your business. The final stop is to look at some of the new features to the Service Hub and how they’ll help you deliver exceptional customer service.
INBOUND TAKEAWAY: “Something I thought was great and a nice win for clients is that all integrations are automatically updated to be the latest version so you don’t have to keep checking and updating them.” - Thomas Knowles, Key Account Specialist.
Service Hub additions
Now more than ever, customers are looking to work with brands that go above and beyond in terms of customer service. They need to trust you. One slip and your competitors will be waiting to do what you couldn’t. HubSpot is fixing the age-old problem of having service software that either focuses on maximising efficiency or delights customers.
That’s where the new Service Hub additions come in. HubSpot announced a brand new set of tools at INBOUND to help you delight customers efficiently. Here’s a look at some of the new features.
The new custom surveys tool lets you create feedback surveys with personalised questions of your choosing. Whether you want to add single-line text, chuck in some smiley ratings or even numbers, custom surveys can cater to getting you the insightful data you need. Then, send them out through email or embed them on a webpage.
The last stop involves HubSpot using its powerful automation to help gather feedback and save you time.
Advanced team management
Managers in your business can quickly view and manage agent permissions, status and availability for live chat across the team using the new team management view. The reason HubSpot has tweaked this is because previously, only individual users could control their specific availability and if a user forgot to set the right status, it ruined the live chat experience for customers.
Using this feature, set your admins and super admins who’ll have more visibility and control of the entire team’s status.
Enhanced reporting dashboard
Reporting dashboards in the Service Hub now include reporting metrics related to Facebook Messenger and chat. There’s also a new email dashboard for you to use for reporting without a need for ticket association. You can also report on ALL conversations where single objecting reporting allows you to track and gather insights you need, such as response rates.
You can also filter them to make it easier. Plus, there are plenty of reports available to help you get started quicker.
INBOUND TAKEAWAY: “The wider trust deficit in people's psyche generally is heightening the already large trust deficit that people have of marketers (which is low anyhow).
“This means that, as an agency, we have to always make decisions and communicate things in ways which empathise with this and builds trust with our clients.
"Transparency has always been key for Digital 22 but this is yet another timely reminder of how crucial it is to build trust in every interaction with our customers.” - Paul Mortimer, Head of Delivery.
Enhanced helpdesk automation
The Service Hub includes new automation tools, such as custom bot templates. This feature lets you turn to automated bots to manage common interactions, such as answering FAQs or telling a visitor you’re shut for the day and letting them know opening hours. If you fancy it, you can even build your bot from scratch.
There’s also the new ticket status automation tool which lets you use automated workflows to trigger actions when tickets reach a certain status.The reliable automation gives you peace of mind that your customers are getting the experience they deserve - and at scale.
Knowledge base SSO and multi-language knowledge base
Managing user credentials can become a bit of a pain but more importantly, annoying for your customers. HubSpot has introduced a single sign-on to the knowledge base so you can manage authentication, registration and access to any restricted content hosted on the HubSpot platform.
If that boost to the knowledge base wasn’t enough, you can now also create and manage a multi-language knowledge base from inside of HubSpot, so customers can access your resources in their preferred language. There are 25 languages available right now so you’re spoilt for choice when it comes to translating existing articles to multi-language variants.
If you use multiple inboxes within your teams, you’re probably familiar with the fact that it’s quite annoying trying to hand off a conversation from one inbox to another. HubSpot’s conversation forwarding feature in the Service Hub means you can move conversations easily between inboxes.
It’s quite simple to do. When you select the option to move a conversation to a new inbox, it pops up in its new place in the unassigned view.
JIRA users can benefit from the native JIRA integration to create issues from a ticket record, attach existing issues to tickets and also automate and report on tickets through the workflows tool. The tool allows support teams to collaborate better and also gain more visibility across teams. For customers, it means they get a smooth experience.
HubSpot has added a dedicated ticket view when responding to conversations in the inbox. It pops up with any ticket associated with the conversation and you can use the information from it to help with how you respond to the relevant query. You can even customise the contact and ticket properties to meet your needs.
Logged-in visitor identification
Regardless of the website, if you have a login feature then you can now automatically identify visitors who are logged in when they chat with members of your team. It’s helpful as you’ll see the chat history right away and have a complete record of previous conversations the individual has had with your team. All in all, this helps you deliver a better customer experience.
You can also combine the targeting capabilities of live chat with logged-in visitor identification to tweak when and where you surface your live chat option to customers. Whether you want to reserve chat options for current customers or set rules to not show bots to logged-in customers, this feature lets you do just that.
That’s pretty much everything HubSpot announced during its two-day, first-ever virtual INBOUND conference, all packed into one deep dive blog. Feel free to bookmark this and revisit whenever you want to learn about a new feature or update, or even if you need a bit more convincing that HubSpot is the platform to use in your business.
I get it, it’s a lot to digest and there’s only so much you can take away from reading the how-to guides on HubSpot. If you’re new to HubSpot and want to learn more about the platform and all the different Hubs, or you’re a current user and just need some expert advice on getting the most out of the platform, we can help.
Get more out of all of HubSpot's latest announcements from INBOUND 2020
The way to get the most out of HubSpot is to talk to the experts that know the platform inside-out. Whether it’s the Marketing or Sales Hub you need help with, advice on the ABM tools, guidance on the Service Hub or even CMS Hub expertise, you’re in the right place.
We’ll answer any questions you have regarding the HubSpot platform, all of the new updates and even how to actually use them. Hit the button below to get in touch with a member of our team.