topic Using Conversations Inbox for all Sales Form Submissions, Chats, Inbound Emails to Alias Groups in Tips, Tricks & Best Practices

Using Conversations Inbox for all Sales Form Submissions, Chats, Inbound Emails to Alias Groups

WRowland9 — Sat, 13 Jan 2024 16:24:42 GMT

I am debating using HubSpot Conversations Inbox for all Website Sales related Form Submissions, Website Sales related Chats, Sales related Inbound Emails to various Sales alias / Google groups and / or Google shared inboxes "Channels"

So anything that comes in via any of these Channels would become a "conversation" - and those "conversations" would be automatically assigned to a Sales Operations HubSpot Group to be reviewed before they are then re-assigned out to other HubSpot Groups or in some cases to specific Individuals.

Our use case is that we need Rev Ops and / or Sales Leadership to review all sales hot inbounds from any channel before assigning them out round robin style to Hubspot Groups of Senior or Junior Account Execs depending on the Company tier - or in some cases assigning to specific Individuals Our sales org is organized by Company tier. and our prospective customer Company tiers are based on the total number of locations / buildings / plants / offices / stores that a company has - so that kind of data is difficult to capture in an automated way to then use for Assignment. Thus the reason for a human to assess a hot Sales inbound before assigning it to one of the Hubspot Groups of Senior or Junior Account Execs - or in some cases to an Individual.

Our thinking is then based on what Individual on our team ultimately gets "Assigned" to the Conversation in the Conversations Inbox, that would then result in Contact and Company ownership being Assigned to that same Individual. And then the Lifecycle Stage would be cleared and set to Sales Accepted Lead for the Contact - and probably for the Company as well (still debating this one). And then based on the Lifecycle Stage for the Contact being set to Sales Accepted Lead. the Contact would also become a Lead for that HubSpot Individual user.

Would love general POVs on the pros / cons of this kind of approach of using HubSpot Conversations Inbox for "everything" coming in across all channels for Sales

Would also love any general POVs on the pros / cons of treating these incoming Sales conversations as support tickets in HubSpot as well.

Re: Using Conversations Inbox for all Sales Form Submissions, Chats, Inbound Emails to Alias Groups

BérangèreL — Tue, 16 Jan 2024 07:47:10 GMT

Hi @WRowland9,

I love to read your post, that's exactly what the Community is about, thank you!

I'd like to invite a couple of subject matter experts to this conversation:

Hi @Mike_Eastwood, @danmoyle and @Jnix284 do you have insights to share with @WRowland9, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much ❤️ and have a great day!

Best,
Bérangère

Re: Using Conversations Inbox for all Sales Form Submissions, Chats, Inbound Emails to Alias Groups

danmoyle — Tue, 16 Jan 2024 13:30:01 GMT

Thanks for the tag @BérangèreL 😊

Hey there @WRowland9.

I can definitely see value in having the early conversations not tracked in a Deal (revenue) until the prospect has been vetted. That's why I've always loved the linear marketing to sales journey idea, even if it's not perfect. So your thoughts on having the pre-sales conversations tracked and managed in Tickets makes a lot of sense.

One downside is that you may need multiple ticket pipelines if you're going to have anthing like onboarding or support/success tickets. Although with HubSpot Enterprise, you could also add a custom object for the onboarding pipeline.

It sounds like y'all are on a good track for what you're asking.

Re: Using Conversations Inbox for all Sales Form Submissions, Chats, Inbound Emails to Alias Groups

Jnix284 — Tue, 16 Jan 2024 21:31:13 GMT

@WRowland9 There's a new beta for "Help Desk" which is moving the service conversations out of "Inbox" which I think is a pretty good indicator that more teams are using "Inbox" for sales conversations (in addition to needing enhanced features for service).

I have a few clients that are using inbox in a similar way, primarily for all marketing forms so the initial responses can have a first touch from a human (not an auto-response, even if it's very personalized).

As long as you have a clearly defined process for who will handle what, I think you can be very successful with this model.

The key with new leads is speed to respond, if this approach starts adding huge delays to getting leads to reps, I would rethink. Responses within 1 minute is top-shelf, while anything within 5 minutes is considered to be optimal for online leads. Check your response rates against these benchmarks to help determine what's best for your leads/customers.

Would love to hear back once you have everything configured to see how things are going!