We’ve recently switched to HubSpot and are facing a quirky issue.
Our site is built on WordPress, and we’re using the WordPress plugin for authentication and tracking. However, the tracking of lead sources and activities seems a bit off.
When I check the original source, most contacts are attributed to offline and direct traffic, which doesn’t seem right. I’ve spoken to these contacts, and they mostly found us via organic search.
This mismatch is puzzling because while some contacts are tracked correctly, the majority aren’t.
I’ve already reached out to our onboarding partner and HubSpot support, but haven’t found a fix yet.
Has anyone else experienced similar issues? What alternative solutions can you suggest?
I’m considering disabling the WordPress plugin and setting up a GTM tag, but since the JS is already loading on all pages, I’m not sure if this will make any difference.
What am I missing here?
Any insights or suggestions would be greatly appreciated!
The Hubspot Wordpress plugin simply adds the Hubspot tracking code to your site and provides an iframe on the backend to enable you to go to Hubspot without appearing to leave your site, nothing more. Personally speaking I don’t recommend its use and recommend a tag management platform.
Offline sourced leads are typically those that come from an import or a third party integration. If you look at the accompanying drill-down properties, this will show you the detail about where the lead came from.
With regards to direct vs. organic, was the conversion on the same visit? Are they bouncing between sub/domains? Usually that traffic is fairly accurate and the direct comes about when a lead loses tracking between domains or between visits (ie: found you organically, but came back to the site later to convert), etc.
So, it’s mostly logging the leads as direct traffic to the /contact page.
It’s puzzling because it’s accurate in about 20% of cases, adding to the confusion.
It’s odd. The users are spending over a minute on the first page, so the HubSpot JS should have ample time to track it.
Any ideas on what might be happening here?
