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    HubSpot’s April 2024 updates: More AI tools, refined service features and more

    HubSpot’s April 2024 updates: More AI tools, refined service features and more

    The April 2024 HubSpot updates introduce a variety of features designed to streamline your team’s workflows and improve customer interactions through advanced automation and integration capabilities. Here’s what’s new.

    This month’s releases bring you some awesome tools like predictive deal scoring to prioritize sales efforts, along with tools to elevate the customer service experience and smarter, automated conversations powered by AI.

    As with other recent HubSpot updates, the April 2024 updates continue HubSpot’s focus on harnessing AI to refine user experiences and improve operational efficiencies across sales, service, and marketing platforms.

    Here’s what we’re covering today for HubSpot’s April 2024 updates:

    1. Flexible meeting allocation with weighted rotation option.
    2. Automated call handling with IVR technology.
    3. Centralized efficiency with the customer success workspace.
    4. Automated user management in workflows.
    5. Open invoice editing.
    6. Automated customer assistance with an AI Chatbot.
    7. Improved ticket collaboration with Slack integration improvements.
    8. Sensitive data storage capabilities.
    9. Seamless webinar integration with Microsoft Teams.
    10. Accelerate workflow automation with AI Assistant.
    11. Comprehensive campaign management with marketing event e enhancements.
    12. AI-powered deal prioritization with predictive deal scoring.

    Flexible meeting allocation with weighted rotation option

    What’s new: HubSpot now enables weighted rotation settings for meetings booked from within the CRM, allowing customized distribution of meetings among team members.

    How it helps you

    This flexibility allows managers to strategically allocate more meetings to top performers or gradually integrate new team members by assigning them fewer meetings. This setup not only allows you to recognize and reward top performers but also support training phases, optimizing the balance of workload across the team. 

    The introduction of weighted rotations in meeting schedules ensures that every interaction is as productive and efficient as possible, making it easier to manage team dynamics and workload distribution.

    Status: Public Beta
    Applicable HubSpot Hubs: Sales Hub, Service Hub
    Applicable HubSpot Tiers: Professional, Enterprise

    Automated call handling with IVR technology

    What’s new: HubSpot has launched an Interactive Voice Response (IVR) system, enabling automated interactions with callers through pre-recorded prompts and keypad inputs.

    How it helps you

    This IVR system addresses high call volume and staffing limitations by automating call management. It reduces wait times and enhances the customer experience with personalized call routing options. 

    For managers, this means improved customer satisfaction and efficient call handling without increasing staff workload. It also means that HubSpot’s calling tools are quickly becoming a more robust phone solution for your team.

    Status: Public Beta
    Applicable HubSpot Hubs: Sales Hub, Service Hub
    Applicable HubSpot Tiers: Enterprise

    Centralized efficiency with the customer success workspace

    What’s new: HubSpot introduced a dedicated workspace for customer success managers, designed to enhance management of their book of business to improve retention and customer growth.

    How it helps you

    Customer success managers (CSMs) often waste time navigating through various tools to find essential information. The new Customer Success Workspace provides a centralized location for monitoring daily tasks, customizing views of key segments, and keeping tabs on important account activities. 

    This focused environment helps CSMs stay organized, prioritize effectively, and address customer needs more efficiently, ultimately boosting customer retention.

    Status: Public Beta
    Applicable HubSpot Hubs: Service Hub
    Applicable HubSpot Tiers: Professional, Enterprise

    Automated user management in workflows

    What’s new: HubSpot now supports User-based workflows, enabling the automation of tasks related to user management such as setting properties, sending notifications about user changes and managing disconnections of email or calendar accounts.

    How it helps you

    This advancement allows managers to automate crucial aspects of user management, significantly saving time and reducing manual efforts. By automating notifications and updates, your admin team can focus on more strategic tasks, enhancing overall operational efficiency. 

    For managers, this means a smoother, more reliable process in managing team dynamics and ensuring that everyone is aligned and updated without manual intervention. One possible use case for this new feature is to automate a notification when a user hasn’t been active in HubSpot for a certain amount of time, allowing you to stay on top of adoption and compliance.

    Status: Public Beta
    Applicable HubSpot Hubs: Marketing, Operations, Sales, Service
    Applicable HubSpot Tiers: Professional, Enterprise

    Open invoice editing

    What’s new: HubSpot now allows users to edit invoices that are currently open.

    How it helps you

    This update allows for corrections or additions to open invoices without the need to void and recreate them, saving time and reducing errors. 

    For managers, this means enhanced agility in handling billing adjustments, swiftly—correcting errors, adding line items, or updating quantities based on customer changes. It supports better financial accuracy and responsiveness, essential for maintaining customer trust and satisfaction.

    Status: Private Beta
    Applicable HubSpot Hubs: Commerce Hub
    Applicable HubSpot Tiers: All

    Automated customer assistance with an AI Chatbot

    What’s new: HubSpot’s AI Chatbot for Live Chat uses GPT technology and your knowledge base or other designated URLs to offer seamless, personalized chat interactions on websites.

    How it helps you

    This AI Chatbot transforms how businesses communicate with visitors, delivering personalized responses swiftly without the exhaustive effort of managing rule-based bots. It significantly reduces the workload on your front-office teams, allowing them to focus on higher-value tasks. 

    With intelligent escalation protocols, the chatbot ensures that it handles inquiries it is confident about and passes others to human team members, maintaining a high quality of customer service.

    Status: Public Beta
    Applicable HubSpot Hubs: Service Hub
    Applicable HubSpot Tiers: Starter, Professional, Enterprise

    Dig deeper: HubSpot launches new genAI-powered Content Hub

    Improved ticket collaboration with Slack integration improvements

    What’s new: HubSpot has improved service team collaboration by integrating ticket management directly with Slack, streamlining the communication needed for ticket resolution.

    How it helps you

    Support reps can now increase efficiency through direct Slack integrations that facilitate quicker ticket resolution. This update provides new ways for your team to take action on tickets referenced in Slack notifications and combines Slack messages with ticket comments into single comment threads within HubSpot. 

    Syncing Slack replies directly to HubSpot ticket comments ensures all communications are centralized, making it easier to keep track of the ticket status and reducing the back-and-forth often needed to resolve issues.

    This update fosters better internal collaboration and ultimately improves customer service by making it faster and more responsive to client needs. Learn more about the Slack integration with HubSpot tickets.

    Status: Public Beta
    Applicable HubSpot Hubs: Service Hub
    Applicable HubSpot Tiers: Professional, Enterprise

    Sensitive data storage capabilities

    What’s new: This update introduces the capability to create custom properties for storing sensitive data, such as some government IDs and financial information, with enhanced field-level permissions.

    How it helps you

    This advancement allows for the secure handling of sensitive data within HubSpot that was previously not allowed. Managers can now ensure data security while still enabling their teams to run comprehensive reports, segment contacts effectively, and collaborate efficiently. 

    By integrating sensitive data management into HubSpot, the need for external tools and workarounds is reduced, streamlining operations and safeguarding crucial information.

    Learn more about storing sensitive data in HubSpot.
    View relevant legal limitations of this update.

    Status: Public Beta
    Applicable HubSpot Hubs: All Hubs
    Applicable HubSpot Tiers: Enterprise

    Seamless webinar integration with Microsoft Teams

    What’s new: HubSpot is enhancing its integration with Microsoft Teams, enabling seamless syncing of webinar data and activities to HubSpot Marketing Events.

    How it helps you

    This update eliminates the cumbersome process of manually transferring webinar data into HubSpot when using Microsoft Teams for webinar management. Now, all event details, including names, dates, times, and participant activities like registrations and attendance, automatically sync to your HubSpot records. 

    This centralization simplifies the tracking of event effectiveness and enhances engagement analytics. It also aids in creating new contact records for attendees not already in your database, ensuring no lead is missed.

    For managers, this means more accurate data for strategic decision-making and streamlined event management—critical for maximizing the ROI of your webinar efforts.

    Learn about the installation process.

    Status: Public Beta
    Applicable HubSpot Hubs: Marketing Hub
    Applicable HubSpot Tiers: All Tiers

    Accelerate workflow automation with AI Assistant

    What’s new: HubSpot has introduced an AI Assistant for building workflow actions, simplifying the technical process of setting up complex automations.

    How it helps you

    This update empowers your front office teams to quickly automate and streamline their processes with just a few clicks, all while maintaining control over the outcomes. The AI Assistant significantly reduces the learning curve, making it easier to build custom automated workflows you might have considered but didn’t know how to implement. 

    Managers will appreciate the quicker setup, freeing up time to focus on strategy and results. However, as with many AI-assisted functions, we recommend establishing a thorough review process before launching workflows created with AI. 

    Status: Public Beta
    Applicable HubSpot Hubs: Marketing, Sales, Service, Operations
    Applicable HubSpot Tiers: Professional, Enterprise

    Dig deeper: Why integrations will be critical to AI in 2024

    Comprehensive campaign management with marketing event enhancements

    What’s new: HubSpot now allows integration of offline marketing events into campaigns, improving the versatility of the ‘Marketing events’ association.

    How it helps you

    For managers overseeing diverse marketing strategies, this update is crucial. Previously limited to online events, you can now incorporate offline events like trade shows directly into your campaigns. This new capability requires users to first upload offline event data using HubSpot’s Marketing Events.

    This update streamlines campaign management, enhances data completeness, and ensures that all event interactions are captured and analyzed in one place. This alignment improves strategic decisions and ROI analysis, making campaign oversight more effective and less fragmented. 

    Status: Live
    Applicable HubSpot Hubs: Marketing Hub
    Applicable HubSpot Tiers: Professional, Enterprise

    AI-powered deal prioritization with predictive deal scoring

    What’s new: With HubSpot’s predictive deal scores, you can leverage AI to assess deal health based on factors like deal velocity, rep activity, and buyer engagement.

    How it helps you

    Predictive deal scoring is a breakthrough for sales teams, enabling reps to focus on the most promising leads by ranking deals according to their likelihood of closing. This AI-driven approach helps sales managers direct their coaching more effectively, setting realistic and strategic goals for their teams. 

    This update is about working smarter, not harder — optimizing efforts for the best outcomes in sales performance and pipeline management.

    Learn how to predict likelihood to close with deal scores.

    Status: Public Beta
    Applicable HubSpot Hubs: Sales Hub
    Applicable HubSpot Tiers: Professional, Enterprise

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    The post HubSpot’s April 2024 updates: More AI tools, refined service features and more appeared first on MarTech.

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