Wednesday, May 27th, 2020

HubSpot hears its customers



Christopher O’Donnell, SVP of product at HubSpot, took the stage today at INBOUND 2019 to showcase the top ideas from customers that the company has now implemented in the product. Customers will enjoy improved functionality, greater reliability, and a more sophisticated user experience across the entire HubSpot platform.


“We get hundreds of suggestions from our customers every year for new features and functionality on our ideas forum, in customer conversations, and on review sites. This year at INBOUND, we wanted to honor our customers by highlighting all of the changes we’ve implemented thanks to that feedback,” said O’Donnell. “Everything you see on the product release stage today is the direct result of customer feedback. We owe our success to our customers, and I want to personally thank everyone who has taken the time to help us make HubSpot better.”


Reducing friction in the customer experience

The ability to deduplicate records was the second-most requested feature in the HubSpot ideas forum for the last year. Duplicate data leads to inefficiencies, both internally and for the end customer. 72% of salespeople spend up to an hour a day on data entry and connecting contact records. Even with that time spent on managing data, duplicates slip through the cracks, leading to customers receiving multiple marketing emails or hearing from multiple reps. To help clean up that process, HubSpot created a new duplicate management tool that uses machine learning to find and merge duplicate contact or company data. The tool gets smarter as it processes more data, creating a seamless experience for both the internal team and their customers.


The new duplicate management tool is now available to all Professional and Enterprise customers across all three hubs.


In addition to the new duplication management tool, HubSpot also tapped into customer feedback to improve the editor experience for email and knowledge base, adding dozens of drag-and-drop templates to both. With improved formatting and enhanced ease-of-use, both features are now optimized for easy and quick editing. The knowledge base editor is now live for all Service Hub Professional and Enterprise customers; the email editor is now available across Marketing Hub Starter, Professional, and Enterprise.



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