Hey everyone,
Running into a bit of a minor issue, but an annoying issue nonetheless and was wondering if anyone has a good remedy for our situation.
Almost all of our leads come in through automatic channels (ie. data being fed into our platform) and one issue we’ve run into, is if a user submits a form with one email address and then signs up for an account with another - our workflows automatically assign them out to two different Contact owners occasionally, which muddies some of our Sales follow up.
So when User A:
- Downloads an eBook with test@gmail.com.
and then
- Creates an account with test123@hotmail.com.
The eBook submission goes to Sales Team Member A, and the account creation submission goes to Sales Team Member B, which can cause a bit of frustration - especially when the lead is of high value.
Does anyone have a suggestion to help clean some of this up? Obviously not all people use the same wording before the actual domain name, so it’s tough to pinpoint anything automatic.
Hi @McBainKD,
The only option I see here is using a third-party solution like Insycle which would look at certain fields (e.g. First name and Last name) to deduplicate contacts.
There is however quite a big risk here, especially for common names (James Smith, Maria Garcia, Maria Rodriguez, James Johnson etc). Automatic deduplication, regardless of how well it’s set up, can always go wrong. Personally I think that the damage done by incorrect merging weighs more than the time lost by having to work duplicates.
Automatic deduplication becomes more accurate the more fields you take into account (e.g. adding Company name to the mix) but then you’ll get fewer matches.
In terms of practical approaches, there is a simple one: Ask your contacts to use the same email address. Some might still ignore it but if you describe well which email address you’d like (e.g. “Please use your main personal email address” or “Please use your business email address”) then it might reduce the number of cases.
If there is an incentive for contacts to use multiple email addresses (e.g. a free trial period), then there is a reason why people use new email addresses and you would have to find a way to incentivize them not to do so.
Best regards
Thanks for the advice.
That makes sense, I figured there wasn’t a good way forward but my thoughts were going in a similar direction with the registration piece.
Thank you for the detailed response 
Hi @McBainKD,
How you are solving these duplicates now?
I experienced the same issue and couldn’t find a good solution so we built a HubSpot plugin to identify these duplicates instantly and highlight these via CRM cards. Curious if the plugin would also help in your situation:
Hope this helps!
Best regards,
Jonas De Mets
HubSpot Revenue Operations & Co-Founder @ Koalify
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