Our emails always have very high delivery rates. However we consistently have contacts saying they are not recieving the email, despite it being labeled as delivered in HubSpot.
So my first question is, what could the descrepancy be here? It happens too often for it to simply be a matter of the contact overlooking the email.
And secondly, what can be done to remedy this issue? We have discussed a dedicated IP, but our delivery rates are high as is so I wonder if that would really solve the issue.
It’s possible the emails are being filtered to spam or their promotional inboxes. This KB article explains what the contact can do ensure they get emails delievered to their main inbox.
Add your from email address to their email client address book. This tells the inbox that it should expect to receive emails coming from that address. Each email client has a different process for adding email addresses, which can be found in their help documentation.
Request that their IT/Email team add your email sending domain to their allowlist. This tells their email server that it should expect to receive emails from any from address containing your domain (e.g., hubspot.com).
Open and click links in marketing emails they do receive from you. This tells the inbox to trust emails coming from your address and email sending domain. An email client is always learning; if your contacts continue to open and click on your emails, the email client will learn to accept those emails in the future.
Move your marketing emails found in their SPAM/junk folder back to the inbox. This tells the inbox where to place that email in the future and improves your domain’s sender reputation.
Allowlist your marketing email sending IP. Steps in article.
Thanks for the info, unfortunately I’ve either tried or have no way of executing the options provided such as allowlisting or adding to a client’s email address book.
Along those same lines I have never had a successful request to speak to another company’s IT Team. If anyone has, I’d love to hear how you managed to accomplish that?
@kalex, Got it! Yes, these are steps the contact would have to take as it’s typically their inbox settings preventing delivery to their main inbox vs. spam/promotion or otherwise.
If they reach out saying they haven’t received an email that you’re seeing as delivered, these are the steps to provide the contact to help them receive emails moving forward. Ultimately, the onus would then be on the contact to action the steps you provided to them either on their own or with the help of their IT team.
Of course, the Hubspot support team can help troubleshoot emails not being marked as delivered to a contact, however, if the email is marked as delivered the email from that point would be subject to the recipient’s inbox settings from there.
Other customers may be able to share here how they best communicate and seen success providing these steps. Cheers!
