For accessing protected content or being in contact with our service team, our clients/contacts need to be able to communicate (through email). However, sometimes it occurs that the client’s server side bounces our emails (even when we have optimized every last bit to prevent this).
Whenever a contact is bounced, the service team is unable to contact them after they have sent us an email. In addition, if they would like to reset their password for accessing protected content (Knowledge Base, Customer Portal), the automatic email will be bounced as well.
This results into us not able to reach out to clients and issues remaining unresolved, resulting in client’s irritation.
According to HubSpot’s Knowledge Base, there is a possibility to manually unbounce these contacts. However, this is only available for users with a Marketing (or content) Hub subscription. So we have to contact HubHelp to unbounce every single content, which adds to the waiting time.
It would be a fundamental feature to be able to self-service unbounce customers also for the other subscriptions (like the Service and Sales Hub). This will reduce time spent to unbounce customers or trying to reach them any other way around.