HubSpot product updates - July 2022

HubSpot is always 'SFTC' (solving for the customer) to help companies digitally transform their marketing, sales and customer service operations. As a HubSpot Solutions Partner, we love everything that HubSpot has to offer to help industrial, technical and engineering companies grow. Here's the highlights of the product updates in July to help you get the most out of the platform and accelerate your sales, marketing and customer service.

Customise the navigation menu inside the customer portal

It is now possible to customise the navigation menu inside your customer portal. Users expect to customise the navigation menu in their customer portal just as they would with any other HubSpot-hosted content. And now they can!

Until now, every customer portal had a default navigation menu with preset links and no pathway to customise the menu text or destination URLs, which presented a handful of issues:

• HubSpot's default options did not always match existing branding. For those who typically call their "Knowledge Base" a "Help Center," for example, our default navigation menu text diverged from established branding that people were familiar with.
• There was no support for external Knowledge Bases. We automatically populated a link to Service Hub's Knowledge Base tool. For those using an external Knowledge Base solution, there was no way to promote it within their customer portal.
• There was no option to promote other useful content. We only allowed links to create a ticket, view all tickets, or go to the Knowledge Base. Other useful resources to share with customers -- like a video library or pricing page -- could not be added to the customer portal’s navigation.

LinkedIn Ad conversion events

Ad conversion events are now available for LinkedIn. You will now be able to sync lifecycle stage changes, (as are you are able to today for Google and Facebook) for LinkedIn as well.

Sending your first party data back to ad networks is critical for ensuring your ad spend is properly optimised. Now you will be able to send data back to LinkedIn every time a contact changes lifecycle stages along with a deal value or custom value so LinkedIn can apply that to its optimisations.

For example, say you ran Campaign A with LinkedIn and got 10 clicks which turned into 5 contacts. 3 of those contacts turned into SQLs with associated deals of £1,000 each. If you set up an SQL event for LinkedIn from HubSpot, you'll be able to let LinkedIn know that 3 of the clicks they sent you on Campaign A turned into SQLs each worth £1,000 each. LinkedIn in turn will use that information to further optimise your campaigns.

Reminder emails for custom surveys

You can now send a reminder email to your customers to encourage them to submit responses to your custom feedback surveys.

Custom feedback surveys are a great way to gather customer feedback and take action to drive business growth. One of the issues that many customers have with respect to feedback surveys is that they do not have sufficient responses in order to identify meaningful trends and in turn take any corrective actions. So increasing the response rate is critical to gaining better insights.

Currently, custom feedback surveys allow the ability to send a survey via an email or via a shareable link. In the case of the custom survey delivered via email, if a target customer did not respond to the initial custom feedback survey email, there is no simple way to remind the user about it and gently nudge them to take action. This leads to frustration on both ends and is not the most efficient and scalable way to remind users to share their feedback.

The new reminder emails for custom feedback surveys allow for an easy way to remind respondents while also increasing the feedback response rate.

HubSpot App for Zoom: Associate meetings and notes to records

The HubSpot App for Zoom Meetings now has an “Associations” tab, which gives the meeting host the ability to associate a meeting –and any notes from it–with existing HubSpot companies, deals, and tickets during a Zoom meeting. Use the “Associations” tab to:

• Search for and view existing HubSpot companies, deals, and tickets during a Zoom meeting
• Associate the Zoom meeting’s HubSpot call record to existing companies, deals, and tickets
• Take notes during a Zoom meeting, which will be automatically added to the call record and any companies, deals, and tickets it’s associated with