HubShots Episode 128: HubSpot Live Chat Problems, Solutions and Integration

Welcome to Episode 128 of HubShots!

Welcome to HubShots, APAC's number 1 HubSpot focussed podcast, where we discuss HubSpot tips and tricks, new features, and strategies for growing your marketing results.

This episode we take another look at Conversations (Inbox) in HubSpot Service Hub, think through a few Chat related thoughts from Jon Dick, and ponder the amount of time we spend on social.

Listen to the podcast here:
https://soundcloud.com/hubshots/128-hubspot-live-chat-problems-solutions-and-integration

Welcome to HubShots, the podcast for marketing managers who use HubSpot hosted by Ian Jacob from Search & Be Found and Craig Bailey from XEN Systems.

Join the Facebook group here: https://www.facebook.com/groups/hubshots/

Subscribe to our YouTube channel: https://www.youtube.com/channel/UCD3Uo4X-IxPJLE8ygPDQhNQ

Recorded: Wednesday 11 July 2018 | Published: Saturday 04 August 2018

Shot 1: Inbound Thought of the Week

3 key takeaways from the new Digital Content Ratings report

https://www.thinkwithgoogle.com/intl/en-aunz/advertising-channels/video/3-key-takeaways-new-digital-content-ratings-report/

Works out around an hour per day on YouTube.

By comparison, people spend 41 minutes on Facebook:

http://www.emarketer.com/Chart/Average-Time-Spent-per-Day-with-Facebook-Instagram-Snapchat-by-US-Adult-Users-of-Each-Platform-2014-2019-minutes/211521

And upto 135 minutes in total across all social channels:

https://www.statista.com/statistics/433871/daily-social-media-usage-worldwide/

(eg FB + Insta + Snap, etc)

Buzzword of the week: Fluid realities (see section 4): https://www.facebook.com/iq/articles/shifts-for-2020-multisensory-multipliers

Shot 2: HubSpot Marketing Feature of the Week

Conversations

Conversations in Service Hub has improved a lot.

They fixed the Associate function.

Speed is near instant. It’s on par with the Slack experience now.

Expect to see Conversations in the HubSpot app on your phone soon...

Bonus feature: GDPR now supports pixel inclusion based on cookie acceptance

https://knowledge.hubspot.com/articles/kcs_article/hubspot-ads-privacy-features

Shot 3: HubSpot Gotcha of the Week

HubSpot Ads add-on beta

Multiple Ad accounts now supported, but only one pixel available for adding to a site.

This impacts things like syncing HubSpot contact lists over to Facebook ad accounts.

Looking forward to the day when you can add pixels to specific domains - and this in turn rolls into GDPR settings (eg cookie settings)... bring on Workspaces!

 Shot 4: Marketing Tip of the Week

Live Chat opportunities

https://research.hubspot.com/live-chat-go-to-market-flaw

Good post by Jon Dick - HubSpot VP Marketing

“Most companies are bolting live chat onto an already misaligned marketing, sales, and customer service process. And that means live chat can’t, by itself, speed up your growth. That’s because the opportunity of live chat isn’t about live chat at all. It’s about getting rid of the fault lines between your marketing, sales, and customer service teams so you can do business on your customers’ terms.”

Key takeaways

• Consumers want to use live chat to communicate with your marketing, sales, and customer service teams, but most companies only allow buyers to chat with ONE of these three teams.
• Almost ⅔ of buyers expect a response within 10 minutes to any marketing, sales, or customer service inquiry.
• Buyers engage with companies on 13 different channels, most of which are disconnected.
• Employees spend 10% of their time reconciling disconnected systems to ensure they’re answering buyer inquiries correctly.
• The expectation of immediate responses leave little room for companies to hide the misalignment in their go-to-markets. Live chat’s true opportunity is that it might finally force companies to break down their silos.

“Netflix, Spotify, Uber: None of these companies rose to the top by inventing a new product or service. They offered you the exact same thing their competitors did -- just in a simpler way.”

“Today, your biggest risk of disruption isn’t your competitor’s products or services. It’s their go-to-market. The company with the simpler, more relevant, baggage-free process will always come out on top.”

Shot 5: HubSpot Sales Feature of the Week

Live Messages/Inbox

Shot 6: Opinion of the Week

Should you use bought lists?

Craig was in a meeting last week where the client is investigating buying lists. Questions were asked. Here’s Craig’s opinion on what the appropriate approach is.

Shot 7: Podcast of the Week

The Hubcast is better than ever - listen to episode 183:

https://www.impactbnd.com/blog/hubcast-183-landing-page-videos-deduplicating-contacts-qwilr-love

Love Carina’s style.

Shot 8: Resource of the Week

ContentKing Academy

Useful overview of SEO topics

https://www.contentkingapp.com/academy/

Shot 9: Quote of the Week

“For much of Toyota's history, we have ensured the quality and reliability of our vehicles by placing a device called an andon cord on every production line - and empowering any team member to halt production if there's an assembly problem. Only when the problem is resolved does the line begin to move again.” Akio Toyoda - President of Toyota Motor Corporation

Note: re ‘andon cords’ now replaced with wireless buttons

Shot 10: Bonus Links of the Week

https://www.facebook.com/iq/articles/shifts-for-2020-multisensory-multipliers

https://www.statista.com/statistics/433871/daily-social-media-usage-worldwide/

http://www.emarketer.com/Chart/Average-Time-Spent-per-Day-with-Facebook-Instagram-Snapchat-by-US-Adult-Users-of-Each-Platform-2014-2019-minutes/211521

https://www.wordstream.com/blog/ws/2017/11/07/facebook-statistics

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