Today at Inbound 20222 HubSpot, the customer relationship management (CRM) platform for scaling companies, announced several new features and updates to help businesses create deeper, more meaningful connections with their customers.
In her keynote speech, Yamini Rangan, Chief Executive Officer at HubSpot focused on several fundamental shifts in buyer behaviour that have made it increasingly challenging for organizations to create meaningful connections with their customers.
In fact, recent research from Gartner found that, when considering a purchase, B2B buyers spend only 17% of that time meeting with potential suppliers. A major driver of that disconnection is the proliferation of new software and technology, making it hard for companies to connect with their data and systems and each other. HubSpot’s latest updates and releases are a response to this current crisis of disconnection.
“Businesses are in a crisis of disconnection today." added Yamini, "Their systems and data are disconnected because of cobbled point solutions. They’re disconnected from their customers, as buyers tune out saturated channels. And, they’re disconnected from their peers in a more hybrid world,”
With this theme and direction, HubSpot announced new product developments that empower businesses to connect with customers better. When looking to connect with customers, companies need to look beyond the software and focus on what customers want – ownership, flexible buying experiences and deeper connections with companies and one another. As a commerce-powered CRM platform, HubSpot addresses this need by enabling merchants to connect with their own customers when and where they want.
In the press release, issued today at Inbound 2022, HubSpot also included updates and new features on its CRM customer-connected platform.
With newly launched payment schedules, HubSpot merchants can customize their payments through a collection of dates and amounts and will soon be able to connect those details with HubSpot payment transactions. Additionally, HubSpot’s quote-to-cash solutions help teams save time through the quoting, billing, and contracting process. Targeting operational efficiencies, these enhancements create a fast, seamless customer experience.
HubSpot Connected Customer Platform:
HubSpot also released new data management enhancements to provide customers with transparent and timely data insights through import error handling and enhanced automation. The latest data import experience flags and resolves data errors before they are ever published. Data quality automation recommendations also eliminate the manual burden of fixing data errors. Using the power of HubSpot AI assistance, customers can now set up automation to resolve issues as they surface. As a result, teams can now spend less time on manual work and reactive problem-solving, giving customers more time and confidence to level up their impact.
Helping Customers Grow Better Through Connected Applications
Customers want to feel known and valued throughout their interactions with a business. To make that a reality, companies need to be able to create more connected, customized experiences for their customers. HubSpot’s latest enhancements enable companies to attract, engage and delight customers in a more connected way.
Having a comprehensive view of the entire customer journey is a key part of fostering customer connections, which is why HubSpot announced the upcoming launch of customer journey analytics at INBOUND. The new feature, available in public beta later this year, will provide marketers with detailed visualizations that make it easier to identify moments in the customer journey that can be optimized for better conversion and deeper insights into customer behaviours. HubSpot also announced enhancements to campaigns to provide marketers a consolidated view of all initiatives together.
In addition to launching improvements for marketers, HubSpot has new features to help customer service teams create more connected experiences. Teams using Service Hub can now interact with their customers through a fully connected service desk, complete with a helpdesk, channels, and automation. Through the new WhatsApp integration, currently available through public beta, teams can connect a WhatsApp business account to their shared inbox to communicate with prospects and customers without leaving the HubSpot platform. With the introduction of inbound calling, customers can make and receive calls right from HubSpot without exposing their personal phone numbers.
HubSpot also addresses the need for connected customer data for sales organizations through new data quality features to keep customer data connected, clean, and secure. With the custom object builder, teams can craft customized data models without code, and enforce consistent data entry with property validations. Prioritizing data hygiene is easier than ever with HubSpot’s data quality command center, where teams can get insights into the health of all data in one place.
In addition to new product updates, HubSpot also announced the launch of connect.com, a newly connected community for growth professionals that helps them build strong relationships with their peers and community.
More information about all of the features HubSpot announced at INBOUND, as well as even more detail on how HubSpot is creating connected customer experiences through connect.com, can be found here.