July 18 HubSpot Updates: ABM, Help Desk, and More

Overview of July 18 HubSpot Platform Updates

On July 18, HubSpot released a series of updates aimed at enhancing various aspects of its platform. These updates cater to different functions including account-based marketing (ABM), customer support, and email preferences. The enhancements introduced are designed to streamline workflows, improve user experience, and provide deeper insights for better decision-making. This article provides a detailed overview of these updates, extracted directly from the latest discussions and announcements.

Platform Updates Detailed

ABM Teams Benefit from Target Accounts Home Revamp

HubSpot has revamped the Target Accounts Home to better serve account-based marketing teams. The new interface allows sales and marketing teams to implement an effective account-based strategy from a single, centralized location. Key features include:

• Prioritizing high-value accounts
• Efficient account research
• Coordinated engagement efforts

This update eliminates the need for manual evaluation and expensive third-party tools, enabling teams to identify promising accounts faster and streamline their outreach processes.

Gaining Insights with Unsubscribe Feedback Surveys

HubSpot now offers an unsubscribe feedback survey on preference pages. This feature allows marketers to collect feedback on why contacts are unsubscribing from emails, providing actionable insights to reduce churn and improve content relevance. Key details include:

• Automatic feedback collection upon unsubscribe
• Insights available directly on the contact record page and in the custom report builder
• No API support or customization of survey questions at this time

This feature helps marketers turn every unsubscribe into a learning opportunity, thereby enhancing their email marketing strategies.

Enhancing Support with the Help Desk Coaching Tab

A new coaching tab has been introduced in the Help Desk to assist support team leaders and reps. This tab enables seamless coaching and provides access to performance metrics, promoting a culture of continuous improvement. Key features include:

• Performance metrics for support reps
• One-touch tickets and SLA adherence
• Review of customer agent performance by selecting the ticket owner filter

This update aims to improve customer experience by equipping leaders with the tools needed to coach their teams effectively.

Improving Efficiency with Ticket Routing Engine Updates

HubSpot has updated its ticket routing engine to balance distribution and active call assignments. The current balanced distribution model now considers the type of ticket and ensures that tickets requiring faster response times are more evenly assigned. Key updates include:

• Orienting balance distribution by ticket type (calling, messaging, email/other)
• Ensuring that messaging tickets are not assigned to reps on active calls
• Consistency in the definition of assigned open tickets across routing features

These changes help reduce service rep overwhelm and improve the overall efficiency of customer support operations.

Community Discussions and Ecosystem Insights

During the announcement, several community discussions and insights were shared, emphasizing the importance of balance in workflows and the need for seamless integration of new features. Hosts Chris Carolan, Casey Hawkins, and George B. Thomas highlighted how these updates could impact various functions within organizations, particularly those focusing on ABM and customer support.

Casey Hawkins mentioned the growing importance of aligning marketing efforts with sales and customer support to ensure a cohesive customer journey. George B. Thomas added that the new coaching tab would foster a growth mindset and encourage meaningful feedback and conversations within teams.

Key Takeaways and Next Steps

The latest HubSpot updates introduced on July 18 are designed to enhance the platform's functionality across various domains. From the revamped Target Accounts Home to the new Help Desk Coaching Tab, these updates aim to streamline processes and improve user experience. Marketers can leverage the unsubscribe feedback survey for better insights, while the updated ticket routing engine ensures efficient handling of support tickets.

For those interested in exploring these new features, HubSpot offers beta requests for some of the updates. Users are encouraged to:

Stay tuned for more updates and continue to explore the full potential of HubSpot's platform capabilities.