We need to have a feature in Hubspot to measure Sales Response Time from when the lead is created and first contacted. Hubspot currently has Last Contact Date, however, the First Contact Date property is missing. It will be an excellent addition to Sales Management.
Hey! I too was surprised that HubSpot didn't have this report natively. I built a workaround using HubSpot workflow and webhook, Zapier and Google Sheets. I've implemented it for a few clients in our agency and it's working great so I created a tutorial on how to set it up. Also would be happy to help anybody trouble shoot while setting this up so we can get it working for you.
Agreed, this would be a fantastic addition that would allow us to monitor response times.
Couple of additional ideas:
As well as a report that shows overall company response time, could this also be displayed in a leaderboard of sales reps? To show who's performing the best and create a bit of healthy competition.
Would it be possible to break the response time figure in half between office hours and non office hours?
@adamhawes What is the hack with support tickets for measuring speed to lead? This is a really important metric we use. Do you have any more information on this, how we can report on it?
@JohnDrinane your workaround works brilliantly! Thanks for creating and sharing this!
We're now able to record the time between a lead becoming an MQL and being contacted. Then through that property, we're able to create a few custom reports to show average response time and also a leaderboard for the sales team.
One thing I haven't been able to get my head around: do you think there's a way to break up the lead response time by working hours and non working hours? The non working hours figure is distorting the total average so if you know a way to split this out that would be amazing.
I've been thinking about your issue and through talking with some co-workers came up with an idea. It sounds like your are measuring from when the prospect becomes an MQL so I'm assuming you're are grabbing the time stamp from the "versions" of that property out of the API.
You could try another workflow and new property instead. If you create a date property called something like "Time stamp business hours" and created a workflow that only triggers during business hours in the workflow setting (detailed here) and the enrollment trigger as MQL lifecycle stage then theroretically anybody that become an MQL outside business hours will only go through that workflow once the next business day at what ever time you set. You can have it fill in the new property that you created with the date and pull the timestamp out of the verions of that property through the api on Zapier.
If that works as planned, let's say you have 5 prospects that become MQLs over the weekend. Monday morning is when the system would start tracking how long it takes to contact them.
Hope that helps, and if I didn't explain it well, feel free to reachout.
This would be a key metric for our Marketing/Sales Ops. Does anyone know of any workaround walkthroughs? I'm thinking custom timestamp workflows... but then you're only looking at days, not hours or minutes.
Ideally, the time a form is submitted (Request for Quote) to Sales outbound communication and types of communication.(
That was an issue, I worked it out using Hubspot's webhook. Burried in the webhook code is a UNIX timestamp which gives you the time down to the second. I created a tutorial for how I managed to get lead response time with Hubspot.
Also I'm willing to help you troubleshoot. If you have any issues, don't hesitate to message me.
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