The new HubSpot updates from October 2024
Carsten huiskamp
New HubSpot product updates
Now that the holiday period is well and truly over for most people, we thought it was time to bring you up to date with some great HubSpot product updates. Want to know more about the possibilities these updates offer? I'm happy to explain!
Updates in this blog:
Boost support team efficiency with reply recommendations in the Help Desk
What is it?
HubSpot has introduced automated replies in Help Desk, an AI powered tool designed to help service reps respond faster across all channels except WhatsApp. Reply recommendations automatically suggest answers based on content from your knowledge base. With citations, agents can now easily verify the sources used in the reply and reference them too.
Why does this matter
Support teams are always juggling multiple tasks, and drafting thoughtful, personalised replies can be time consuming. Reply recommendations reduce the effort of writing an answer to repeat questions by suggesting tailored replies based on the conversation and the available content source. Providing citations helps build customer trust by backing up answers with credible information. This means you spend less time drafting replies and more time focusing on what matters most: customer satisfaction.
Breeze Intelligence
What is it?
Breeze Intelligence is now in public beta, a new HubSpot product that lets you enrich company and contact records, understand buyer intent based on website visits, and shorten forms, all within HubSpot.
Breeze Intelligence delivers the most current context on your contacts and companies straight away. Enrich your contact and company data with accurate, standardised data your team needs to successfully enter the market. With more than 40 firmographic, demographic and technographic attributes for contacts and companies that are continuously updated, Breeze Intelligence offers the breadth and depth of data you need to keep your CRM up to date.
Why does this matter?
You're probably already using several tools to keep up with today's changing data needs. However, purchasing a bunch of traditional third party data providers can result in a messy collection of databases that are hard to manage, and even harder to work out which one is most up to date. This can flood your CRM, create duplicate data, and make it harder to target effectively and generate revenue.
With Breeze Intelligence, you can trust that your entire customer platform runs on one of the most unified and powerful commercial datasets available. This drives a more effective and efficient go-to-market strategy, helping your business keep growing.
Recommended product updates
What is it?
HubSpot users can now view a list of product updates compiled based on their team's HubSpot usage.
Why does this matter?
With more than 800 product updates published over the past year, this feature enables users to identify the updates that are relevant and most impactful for their work. These recommendations help admins find the updates with the biggest impact on their users and configurations, and manage changes within their organisation effectively.
Chat widget updates
What is it?
HubSpot has announced several key improvements to the chat widget, including a UI refresh, embedded knowledge base articles, and an interactive chat launcher.
Why does this matter?
Refreshed UI: The chat widget's UI has been refreshed to match the modern, professional look of HubSpot users' brands, so the widget doesn't just perform well but looks good too.
Embedded knowledge base articles:
Visitors can now open and read knowledge base articles directly within the widget. Deeper KB integrations are coming in the following months, including a fully integrated knowledge base library and a more intuitive search experience.
Interactive chat launcher: Visitors can now start conversations directly from the chat launcher without opening the widget first. (This is currently only available to a select number of users).
AI powered spam detection in form submissions
What is it?
AI powered spam detection identifies incoming form submissions with spam data in the properties: contact's first name, last name and message. HubSpot will keep expanding this list of properties in future.
Why does this matter?
Spam form submissions are simply annoying. One of the most common forms of spam is unwanted data entered into form fields that means nothing. These unwanted form submissions not only pollute CRM data, but also create a lot of overhead for marketing teams that are often already stretched thin.
Create 'Time since' and 'Time until' properties
What is it?
- Time since properties, which show elapsed time.
- Time until properties, which show remaining time.
These properties show the time since or the time until today, another date, or a datetime property.
Why does this matter?
This functionality lets CRM users filter, report, and sort by the time since or the time until an event. As a result, users can get better insights from their CRM. For example, users can quickly search for
- Deals that haven't been opened for more than three days
- Average time until my contracts expire
- Contacts who haven't been reached out to in the past 30 days
Smart content for CTAs
What is it?
You can now create Smart Content variations for CTAs directly in the new CTA editor, giving your website visitors a more personalised experience.
Why does this matter?
Smart Content has always been a powerful tool for customising user experiences in HubSpot. Now, with the new CTA editor, you can use Smart Content to create and manage variations of your embedded assets and pop-up CTAs. Fine tune the relevance of your CTAs by creating different variations for categories such as ad source, device type, language and more.
Company health score
What is it?
Company health score is a new tool that gives customers the ability to weight contact properties and activities and add them up into a score on the company record. This score is captured on the company record.
Why does this matter?
Successful customer teams want to identify trends, opportunities and problems within their customer base. They have plenty of information about how their customers engage with their business, but don't feel they can use it effectively. CS teams need help gathering and evaluating data points on individual companies in an automated way, so they can identify who's getting a lot of value and who poses a potential churn risk.
Want to know more about these betas or explore other HubSpot capabilities? Book a call with Carel or Yoni, or get in touch with Sander.
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