- Marketing Hub Features
- Sales Hub Features
- Service Hub Features
1. Marketing Hub Features
1.1 Lead Management
The software stores leads collected from multiple platforms in one central database, so you don’t have to go through numerous tabs to get a 360-degree overview of your customer. The app’s Leads Dashboard gives you details such as customer emails, the platform of their conversion, conversion date, and lead score or grade.
HubSpot provides you exhaustive details on every lead, such as their contact information and a summary of their activity on your website, including any forms submitted by them. This detailing gives your sales team the necessary information needed to avoid interacting with leads cold.
Also, you can use the software’s predictive lead scoring system, which automatically scores and prioritizes leads for you. Alternatively, you can create custom lead scoring rules to assign positive or negative marks to a potential customer based on data such as online behavior, social media mentions, email engagement, and their company or demographic information.
1.2 Web Engagement Tools
With over 100 free templates, HubSpot gives you plenty of choices to create a landing page quickly and easily. Importantly, the app’s landing page builder lets you change the pre-designed templates with the click of a button. Customization options abound with HubSpot. You can change everything from the header, footer, in-line style, and column size to the text’s font or color. Additionally, you can add or delete modules, group modules together, and even slit modules horizontally if you want to.
Another helpful tool here is the ‘Convert To Global Module’ feature, which lets you save an entire module for reuse in another template. Furthermore, you can add what HubSpot calls, ‘smart content’ to your landing pages. This feature will display dynamically different content to customers based on criteria such as their location, device type, preferred language, or what stage of the sales pipeline they are in. This feature, however, is available only for Professional Enterprise plan users.
The app’s online form and pop-up builders are similarly easy to use. You can choose from several pre-made form templates and types of pop-ups, including slide-in boxes and drop-down banners. The drag-and-drop builder allows you to add up to 1000 form fields into one webform easily. You also have several different field types to select from, such as text fields, drop-downs, checkboxes, or radio select buttons.
1.3 Email Marketing
All paid subscribers get 1000 free pre-designed email templates in various categories with which they can design professional looking and responsive, custom HTML marketing emails. Like the landing pages, you can add smart content to your emails that change the content of your email, according to the subscriber. The software also allows you to optimize your content to ensure you are engaging your customers through A/B testing. Additionally, HubSpot gives you detailed email analytics that helps you understand how and when customers engage with your email content with metrics such as open rates, click rates, spam reports, click maps, and top clicked links.
1.4 Content Management
HubSpot has several tools that can help you develop an optimal content strategy. First, its blog, landing page, and website builders all come inbuilt with SEO optimization tools that help you create content that will show up prominently in search results. Second, you can schedule blog and social media posts in advance to ensure that you are putting content out regularly. In fact, on the Professional and Enterprise plans, you can schedule posts up to 3 years in advance.
Third, HubSpot’s video feature allows you to edit and upload videos across your sites and social media platforms with ease. Using this tool, you can even add CTAs and forms to your videos. Finally, the software measures the performance of your websites and blog pages, giving you valuable information such as page views, video views, and ROIs. It also monitors social media for hashtags and critical trends, so you always stay on top of things.
1.5 Marketing Automations
The software is a market leader in this category. So, it has robust marketing automation tools. HubSpot streamlines the creation of targeted email nurturing campaigns with its easy-to-use workflow builder. You can choose to manually enroll contacts into a campaign or set the software to automatically do it for you when they perform actions such as submit a form. Professional and Enterprise subscribers can even set workflows to trigger when a lead visits a web page or completes an event. You can create workflow lists based on multiple criteria such as lifecycle stage, lead score, or contact age and location.
The app also has a library of pre-designed workflows called recipes. The workflow recipes are available for a variety of campaigns, from lead nurturing to sales notifications and product launches. Each recipe contains a starting list, sample emails, and end goals, along with a workflow that connects them. When you select a recipe, the software automatically populates all the necessary fields to get the campaign going. Once a lead reaches the end goal, the app automatically stops the campaign for them.
Apart from email campaigns, you can use the workflow builder to automate time-consuming and repetitive tasks such as updating contact information, scoring leads, and assigning contacts to sales reps.
2. Sales Hub Features
2.1 Telephony
After you register your phone number with the software, you can make outbound calls from your browser using HubSpot’s telephony system. Importantly, while on a call, you can make call notes in the pop-up window to record any pertinent information. All logged calls and call notes will appear on a contact’s dashboard. The software also automatically records all your calls if you are calling from a one-party consent state. Enterprise plan users get an additional call transcription feature that transcribes recorded calls and attaches it to a contact’s timeline.
2.2 Appointment Scheduling
The software’s calendar syncs with Google Calendar and Office 365 Calendar to show your real-time availability to your customers. You can create and send individual, and group meeting links to your customers via email or embed them on your website, blogs, and social media sites. The platform allows you to set the date, duration, and location of an appointment as well as add files, videoconferencing links, and custom forms to them. Importantly, if you have multiple appointments in a day, you can set buffer times between them, so you have time to prepare. You can also select a minimum notice time to prevent someone from making a last-minute booking.
2.3 Document Management
HubSpot’s document manager stores all your essential documents such as contracts, quotes, and sales or purchase orders in one central database, so you have easy access to it. Subscribers of the paid plans can store up to 1000 documents, with each document having a size limit of 250 MB. The app supports document uploads in a variety of file formats, including PDF, PPTX, CSV, DOCX, and XLSX. You can share documents with your contacts either by attaching it to your email or by creating and inserting a shareable link within the email. The software automatically tracks any document you send out and alerts you when a contact views it.
2.4 Live Chat
Using HubSpot’s messages tool, you can set up live chat boxes for as many pages as you want on your website. The chatbox builder lets you change the color of your live chat window to match that of your brand. A nice feature here is that if you sync the chatbox with your calendar, the software automatically shows you as online or offline according to your availability.
Additionally, you can decide who sees your chat box and who doesn’t. The choices range from showing it to all visitors, only to known visitors, or only to first-time visitors. Helpfully, if you are busy and are offline, you can set the software to route incoming chats to an available team member. Furthermore, if your website visitor has already interacted with a sales rep before, you can route their conversations to the same sales rep to maintain a sense of continuity.
3. Service Hub Features
3.1 Ticketing
The software’s helpdesk feature pools customer issues from multiple platforms such as chat, email, phone, or web forms into one dashboard. This central dashboard is accessible to your entire customer service team, giving them a priority-based overview of the day’s work. You can manually create tickets using the service hub dashboard or, as with HubSpot’s other features, you can automate the system, so it does just that for you.
The service hub automation allows you to set trigger actions that automatically take care of tasks such as creating a new ticket, routing tickets to agents, and changing a ticket’s status. Importantly, reps assigned to a ticket get, not only the customer’s issue, but also pertinent information such as the customer’s interaction history as well as product details and service issues so that they can personalize their responses to each customer.
3.2 Knowledge Base
No customer service would be complete without a knowledge base. HubSpot has the tools to help you set up a custom knowledge base, so your customers have the resources they need at their fingertips. This feature is available for all the professional and enterprise service hub subscribers in 6 languages. These are English, German, French, Japanese, Portuguese, and Spanish. The software has several template options that allow you to create a knowledge base without any technical knowledge.
Once again, there are plenty of customization options that help you tie it in with your brand. You can add images, logos, and descriptions to categories, and change the font or color of the text. Also, you can customize the configuration of each section, such as the navigation bar, header, or footer. What’s more, the software helps you analyze the efficacy of your knowledge base with metrics such as article views and most searched topics.
3.3 Customer Feedback
You can create three types of surveys with HubSpot’s feedback tool. They are customer loyalty surveys using NPS (Net Promoter Score) scores, customer support surveys using CES (customer effort score) scores, and customer satisfaction surveys using C-SAT (customer satisfaction) scores. Unlike its other features, you cannot customize the survey questions available with each. You can, however, change the color and font of your survey forms, as well as add images to them. Also, you can create a custom thank-you message that changes according to your customer’s feedback.
