Ainhoa Rodriguez-Muguruza
As we reach the halfway point of the year, it's time to reflect on how your business has progressed and envision its future by the end of Q4 2023. To facilitate your transformation, it is crucial to align your strategies with a flexible and tailored CRM solution. This blog aims to keep you updated on the most noteworthy HubSpot advancements throughout the month of June!
If you're new to this blog series, welcome aboard! I'm Ainhoa, the Head of Platform Consulting at Insynth, and I'm here to guide you as your go-to HubSpot expert. Since April 2021, I have been diligently curating monthly updates from HubSpot. As we navigate the second half of the, my aim is to provide you with valuable insights and keep you up to date with the ground-breaking features introduced this year. Feel free to explore my collection of monthly posts below and catch up on the developments in Q1 2023!
- HubSpot: What is New in January
- HubSpot: What is New in February
- HubSpot: What is New in March
- HubSpot: What is New in April
- HubSpot: What is New in May
Marketing Hub
#1 New Workflow Type available: Goal-Based
The latest update to the workflow app introduces support for Goals-based workflows, allowing users to operationalize their goals by setting up workflows that can trigger various actions. This integrated experience enables users to leverage goals to set up robust notifications, encourage cross-team communication, and drive business decisions based on goal progress and overall metrics.
Through any workflows within HubSpot, you can then set up triggers, define actions, configure operational details, review, and publish. For instance, users can configure an email notification to be sent when a goal is achieved before the set deadline. The update is available to all Sales, Marketing, and Service Hub customers who are using the Pro or Enterprise editions.
#2 [BETA] Selective Email Threading in Sequences
This update might need a bit of context! If you have not heard of sequences before, sequences are a HubSpot feature commonly used in sales and marketing automation tools, designed to automate, and streamline email outreach and follow-up processes. They are a series of pre-determined and timed email steps that can be set up to be sent to a specific list of recipients. Previously, users were limited to sending all emails either as a reply to a previously sent email or as individual threads.
With this update, users can now have a combination of threaded and non-threaded follow-up emails in a single sequence, enabling different engagement strategies. For example, users can change the subject line of their follow-up emails mid-sequence to grab a prospect's attention! This feature addresses the feedback received from customers who expressed the need for this change to support various engagement strategies.
This is a BETA, and your portal would need to opt into it if you wanted to use it (we can help with that!).
Sales Hub
#1 [BETA] Coaching Playlists
I know, the name is a bit left field (see what I did there?), but this update is huge! In case you were not aware, users on HubSpot can record and store their phone conversations within the platform for training and monitoring purposes. Making the most of that feature, they have released a new BETA that allows users to save call recordings to playlists, offering a convenient way to onboard and train representatives at scale.
This highly requested coaching feature addresses the challenge of dedicating increasing amounts of time to one-on-one coaching as teams grow. With coaching playlists, exemplary calls from experienced representatives can be easily added to a playlist and shared with specific individuals or the entire team. This enables improved soft skills and the adoption of successful selling tactics, making the process of onboarding and coaching representatives faster, easier, and more scalable.
This is a BETA, and your portal would need to opt into it if you wanted to use it (we can help with that!).
#2 Make Line Items on Deals Mandatory
Line… what? Line items are specific products or services that are included in a deal or sales transaction. They represent individual units of a larger deal and are often associated with pricing, quantities, and other relevant details. Line items provide a granular level of information about what is being sold, allowing for accurate tracking, reporting, and analysis of sales data. They have been available on HubSpot for a while, and they are one of their most popular sales features.
For that, HubSpot has recently launched the option to make them mandatory. Making line item association mandatory when creating a deal means that sales representatives will be required to include line item information while setting up a new deal. This ensures that all deals have complete and accurate line item associations, which is crucial for downstream reporting and maintaining data quality. Admins can access the object settings and customize the 'Create deal' form to enable it.
Service Hub
#1 Improved Data Sync with Zendesk
If you are a Zendesk user that has debated for a while to implement HubSpot as a CRM (or if you are both a Zendesk and HubSpot user), you will be happy to read this! Improvements on their Data Sync capabilities has allowed HubSpot to sync tickets with other software, starting with Zendesk! Other data sync apps like Freshdesk, Front, NetSuite, and Dynamics are expected to incorporate this functionality later this year.
To set up ticket sync, users can install the Zendesk data sync app from the HubSpot App Marketplace. This process includes mapping different ticket stages to the HubSpot ticket pipeline, which the Zendesk app utilizes for ticket transitions. The sync begins automatically within five minutes of a Zendesk ticket being created or updated, and it also includes a historical backfill of data. This feature is available to all customers using Zendesk and HubSpot, requiring Operations Hub Starter.
#2 Separate Knowledge Base Domain versus Customer Portal Domain
Before we dive into this update, we might need to review a few definitions:
- HubSpot's Knowledge Base is a feature that enables businesses to create and manage a centralized repository of articles, guides, tutorials, and other resources. It serves as a self-service support platform where customers can find answers to frequently asked questions, troubleshoot issues, and access relevant information about a product or service.
- HubSpot's Customer Portal, on the other hand, is a dedicated online space where businesses can provide personalized experiences and exclusive content for their customers. It acts as a secure gateway that allows customers to access their specific account information, view purchase history, track orders, manage subscriptions, submit support tickets, and interact with the company's resources.
HubSpot now offers the ability to connect separate domains for the Customer Portal and Knowledge Base, allowing users to have distinct content types for each. Previously, these functionalities were connected on a single domain, but with the introduction of Multiple Knowledge Bases, it has become necessary to separate them.
CMS Hub
#1 [BETA] Better Content Optimisation Tools on the HubSpot Blog and Page Editor
If you host your blog or your website on HubSpot’s CMS Hub, you have probably already benefited from its comprehensive. Previously, only around 20 recommendations were displayed in the Content Details section under "Optimize" and "Recommendations." However, following a triggered scan from the Recommendations Home, all the recommendations available in the Recommendations tool can now be viewed in Content Details as well.
It is important to note that in order to view all recommendations in Content details, users must initiate a scan for the domain in the SEO tool under Marketing -> Website -> SEO. By adding over 20 new recommendations to the existing set, users now have access to a broader range of suggestions. These recommendations cover important areas such as page performance, mobile optimization, and SEO. By implementing these suggestions, website owners can enhance their site's overall performance, user experience, and search engine visibility.
#2 New Form Editor for HubDB Rows
Introducing the new form-based editor for HubDB rows, a significant enhancement that brings a much-requested visual context to content creation and editing. With this new editor, users can now preview how their dynamically generated page will look as they write and make changes. The ability to see content in real-time from the perspective of website visitors empowers content creators with increased confidence and enables them to work more effectively and efficiently.
To access the new form-based editor, users simply need to select the "Edit" option in the actions dropdown next to the row's ID. This intuitive interface is available for tables that are configured for HubDB dynamic pages, providing a seamless editing experience for content management. It allows users to make adjustments and visualize the immediate impact on the final output.
Operations Hub
#1 Conditional Logic on “Create Record” Form
With the "Create Record" form, users can efficiently populate records with relevant data on HubSpot. The form can include standard fields provided by HubSpot, as well as custom fields that are specific to the organization's requirements. As of now, HubSpot has introduced a new feature called "Conditional Logic on 'Create Record' Forms” allowing users to add conditional logic for enumerated properties in the 'Create record' form for contacts, companies, deals, tickets, and custom objects.
By leveraging this enhancement, users can ensure that only relevant information is displayed and required based on the selected value of a specific property. This improvement significantly improves data quality and completeness during the record creation process, guiding users to fill in specific properties based on the values entered in other properties. Users can also adjust the display order of dependent fields for better organization.
#2 Simplified and User-Friendly Global Search
"Global Search" refers to a powerful search functionality that allows users to quickly and easily find information across various modules and tools within the HubSpot platform. It is designed to help users locate specific records, contacts, deals, tickets, or any other relevant data stored in their HubSpot account. The whole point of global search is that it is easy and simple! With Global Search, users can perform keyword-based searches to retrieve results from multiple data sources simultaneously.
The update introduces improved accessibility to filters for different toolsets, allowing users to access them more easily when performing searches. Additionally, the feature includes common calls-to-action that are displayed when hovering over records and engagements. Previously, the search filters in Global Search were often difficult to locate, resulting in frustration and inefficiency for users. With the new update, these filters are now more prominently displayed on the Search Results Page.
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