topic Re: Can I use playbooks to make sure our CS team follow the correct workflow? in Tips, Tricks & Best Practices

Can I use playbooks to make sure our CS team follow the correct workflow?

DKlopper — Tue, 05 Dec 2023 13:09:37 GMT

We have in-depth instructions for our CSMs to follow when onboarding a new client in Notion.

Onboarding a new client usually takes a month, and throughout that time we would like to be able to automate as much as possible on Hubspot so that

1. our CSMs are given all the instructions and can tick off their duties on a checklist

2. CSMs send out emails to clients when they are supposed to

What is the best way for us to use playbooks/workflows to do this? Is there a good add-on or integration we can use to make Hubspot more of a CS tool for our team?

Re: Can I use playbooks to make sure our CS team follow the correct workflow?

Jigar_Thakker — Tue, 05 Dec 2023 13:30:50 GMT

@DKlopper

The best way to use playbooks/workflows to automate the onboarding process in HubSpot is to use the built-in workflows and sequences.

You can also make use of forms or marketing email tools that are available for HubSpot to make it a better CS tool for your team: https://knowledge.hubspot.com/get-started/automate-your-processes

Let me know if you have any follow-up questions.

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Re: Can I use playbooks to make sure our CS team follow the correct workflow?

DKlopper — Tue, 05 Dec 2023 13:44:31 GMT

@Jigar_Thakker Thanks so much.

We are aware we can use workflows/playbooks/sequences, but are looking for some advice on best practices to use them internally?

From what I've seen I can use the workflows to notify our team to reach out to a client, or automatically create tasks or send out an email.

I guess what we're looking for as extra to that would be how to use Hubspot to send our internal team instructions and checklists to follow when they are onboarding new clients.

Re: Can I use playbooks to make sure our CS team follow the correct workflow?

GetThatBreadZac — Tue, 05 Dec 2023 15:27:11 GMT

Hi @DKlopper ,

Considering your needs, wondering if your team can consider utilizing task queue? When you create a task queue, HubSpot will automatically bring you through each task one-by-one until your to-do list is completed! Once you start your queue, you’ll be brought to the contact record of the first call on your list. Then, hit ‘next’ to be automatically taken to the next contact record and complete your second call… no extra clicks required.
- As such, multiple tasks can be set up for your CSMs in the task queue for them to complete.

Per the above knowledge base article, tasks can be added into task queues via workflows too (: Hope this helps!

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Re: Can I use playbooks to make sure our CS team follow the correct workflow?

DKlopper — Thu, 14 Dec 2023 09:37:47 GMT

Hi @JAllen94

Thanks for that, it was very helpful.

Quick question - what is the best way to include checklist items and tasks in playbooks? I wasn't able to figure out how to do that.

Re: Can I use playbooks to make sure our CS team follow the correct workflow?

WinnieHien — Fri, 22 Nov 2024 19:08:23 GMT

Hi, I'm the Playbooks PM. This isn't possible in current Playbooks, but my team is actively exploring a new feature we're calling Process Guides for enforcing process in HubSpot.

We're gathering input from customers on what the top processes they care about are. Check out the loom linked in this survey and help us out by filling out the survey by Dec 15th, 2024!

The survey is open to any HubSpot customer or prospect. Thanks in advance for the great feedback this community offers to us in Product at HubSpot!

-Winnie, PM of Playbooks and Process Guides

cc: @DKlopper, @GetThatBreadZac , and @Jigar_Thakker for your input into the survey. Much appreciated!