topic Deliverability & open rate decreased significantly after using Hubspot vs Intercom in Email Deliverability

Deliverability & open rate decreased significantly after using Hubspot vs Intercom

neuve842 — Wed, 05 Jul 2023 11:01:50 GMT

Hello everyone,

Not sure if anyone had faced the same issue but I've notice the deliverability and open rate had decreased a lot after we use Hubspot.

When we were using Intercom, usually we got around 40-50% open rate of sending the exact same emails to the users but on Hubspot, it got to 20 something % all in a suddent.

Without changing the title, content and the creative, but the only difference is the platform we are using, we are wondering why this happens.

For deliverability as well, when we sent the same email to users, it didn't go to junk mail. However, after we sent on Hubspot, the email went to spam... 😞

If anyone has any idea about this, we will appreciate a lot to get the solution/answer!

TIA!

Re: Deliverability & open rate decreased significantly after using Hubspot vs Intercom

karstenkoehler — Wed, 05 Jul 2023 11:04:24 GMT

Hi @neuve842,

Could you confirm that you have connected your email sending domain and set up email authentification (SPF, DMARC)? Both are considered best practice and should help with your email deliverability and would be the first steps towards better deliverability.

@kaburke wrote an excellent email deliverability listicle and @natsumimori also compiled a lot of great resources here. I highly recommend you check out both. Over time, email service providers should recognize you as a trustworthy sender. The issue could be that in the past, some recipients have already marked your emails as spam or that email service providers noticed high bounce rates from you.

If you have already taken some of these steps or more context to share, let me know.

Best regards!

Re: Deliverability & open rate decreased significantly after using Hubspot vs Intercom

neuve842 — Mon, 10 Jul 2023 05:13:54 GMT

@karstenkoehler Thanks a lot for your suggestions!

I've forwarded your comments to our dev team.

Apparently we've done everything but DMARC. Our team has set up the DMARC at this moment but not sure if it's helping to improve the open rate. 😢

Just wondering why the open rate would be this different from these 2 platforms.

Re: Deliverability & open rate decreased significantly after using Hubspot vs Intercom

karstenkoehler — Mon, 10 Jul 2023 05:27:40 GMT

Hi @neuve842,

It might be a matter of how the open rate is measured, not a difference in actual human opens, see here: https://knowledge.hubspot.com/email/analyze-the-adjusted-open-rate-of-your-emails

Best regards!

Re: Deliverability & open rate decreased significantly after using Hubspot vs Intercom

MBeran6 — Thu, 16 Nov 2023 20:48:12 GMT

I've observed some similar drops in email performance and deliverability when switching from other platforms to HubSpot.

How has performance been doing? Did getting authentication boost your rates?