We currently do not have a simple, centralised way of managing, synthesising and storing customer feedback in HubSpot.
We use HubSpot as our CRM system, yet it does not seem to offer this functionality.
Their search functionality is lacking and does not allow for exact search, which means it is very difficult to find old feedback, and also no way to categorise feedback (eg. By feature, tagging this). Right now, most of the feedback goes into HubSpot notes (the account managers are required to remember to tag me for me to be notified), which I later feed into a Excel Master spreadsheet. Here, we also have a feature suggestion tab, in which we track who suggested the feature, so we can try remember ‘closing the loop’ if this gets developed..
Surely there has to be a better way… What does HubSpot offer in terms of this?
Hey @CVermedal, thanks for reaching out! This is a great question, and the answer depends on what specifically you need to track and pull into reports.
First, I want to note that you can make up to three searchable properties per object, but a Marketing Enterprise subscription is required (more info at the end of this HubSpot Knowledge Base article). That would potentially help bring some visibility to this data, but it looks like it would require a subscription upgrade.
Otherwise, this sounds like it could be a good use case for HubSpot Service Hub (not sure if you have a paid subscription). You can look at tools like customer feedback surveys and tickets, as both of those options would likely allow you to more easily gather customer feedback data, standardize it, and store it directly within object properties. You may also be able to accomplish a lite version of this without Service Hub if you create feedback properties at the contact level and feedback forms that could be used to gather info. If you standardize the information you’re collecting and use dropdown properties whenever possible, it’ll be easier for you and your CS team to gather and log info on the contact record.
As for tracking keywords within customer responses, I want to note that you can create lists in HubSpot around those. The criteria would be "[Property name] contains any of [keyword 1], [keyword 2], etc.). That would then pull in contacts whose response contained a keyword. Calling that out in case it can save you some time!