Setting up Email

AJones822 — Wed, 03 Jul 2024 04:12:15 GMT

Hi all,

I am writing this on behalf of my team. We are looking at the best ways to use HubSpot's CRM database more efficently. In doing so one of the areas we are trying to improve our Sales Teams lead generation.

I was just hoping someone would be able to suggest the best course of action for the following. Each of our sales team have their own personal emails as well as a shared inbox to which our customers contact us.

Would it be better to have them use just the one email on HubSpot when contacting a customer and them assigning it to themselves once the email is sent? Or would it be better for all sales email accounts link to the account and they email customers from their respective business emails on HubSpot?

Re: Setting up Email

karstenkoehler — Wed, 03 Jul 2024 04:25:23 GMT

Hi @AJones822,

This depends a bit on what you're selling and how you're selling it – but generally I would say that shared inboxes are great for incoming messages without a specified recipient. Personal inboxes should be used once a sales relationship is established.

As a potential buyer, I would personally want the feeling that I have a person of contact who is guiding me through the sales process. I wouldn't want the feeling that I'm emailing a shared inbox – similar to a support experience. The latter would remind me that I'm one of many a lot more than personal email contact. And while that's true, buyers don't want to be reminded about that.

If your sales process has some element of high-touch and an aspect of a sales person 'partnering' with the buyer through those steps leading up to the purchase, I'd recommend the usage of a personally connected inbox: https://knowledge.hubspot.com/connected-email/connect-your-inbox-to-hubspot

Logging emails to records and reporting on sales email activity by rep also becomes a bit easier that way. Conversations inbox reporting has certain limitations.

Hope this helps!

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Setting up Email

Re: Setting up Email