Aug 30, 2020 8:11 PM - edited Aug 30, 2020 8:37 PM
Hello HubSpot Community:
This week, I want to share a new design we are thinking about for the home page. It is just a wireframe. Nothing fancy (yet). The goal is to eventually make it easy to find and get access to all the great content we plan to add to the website before the end of the year.
So tell us what you think about this new design.
Some questions to consider when answering:
Thank you again for helping us design a new Community experience.
Dec 22, 2020 2:18 AM - edited Dec 22, 2020 2:19 AM
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Sep 5, 2020 10:11 AM
Why don't you stop changing the "look and feel" of things that already work, and start fixing things that are badly, badly broken and develop basic CRM features that HubSpot has lacked for years but still hasn't developed. There's a treasure trove of those features in this community, but you never seem to develop any of them.
To be honest, my company sorely regrets moving from Salesfore.com to HubSpot. HubSpot is clearly not a serious CRM tool. You care more about things "looking pretty" than providing actual, useful features for your users. In Salesforce.com you can customize almost anything, and there's always a way to make something work if you're willing to dive deep. In HubSpot, you can't dive deep because it's all surface, no substance.
For example, for an "email marketing tool" you'd expect that in HubSpot I can change the wording of an email based on a contact's property. Simple examples of this are adding a paragraph for non-US contacts, or using different wording for "premium" customers, inserting a personalized URL, etc. Even Microsoft Outlook MailMerge can do this, but the "CRM tool" HubSpot cannot. This was reported back in 2016 but, of course, you've ignored it. The "workaround" is to create a separate list for each segment of contacts who needs slightly different wording, then send separate emails. Consolidating the results of those emails would be a nightmare, not to mention that if the emails are part of a sequence, you'd need to replicate the entire sequence for every small change you want to make.
Another big problem we have is that, when we test survey forms, there's no way to delete the test submissions. That data stays there forever, skweing our analytics. We have to export the results to Excel and analyze them using Pivot Tables because the HubSpot data is unreliable. Again, this has been reported in this forum back in 2017 but has been, as usual, ignored by you.
Over and over again this happens. Whenever I try to do something new with HubSpot, I'm always waiting for some kind of "this doesn't work" or "you can't do that" obstacle to pop up, preventing me from achieving my goals.
So, my advice to HubSpot... if you have time and money to create "wireframes" of pretty new home pages, STOP DOING THAT and start working on these critical, missing features. Maybe then you can begin to close the gap with Salesforce.com.
Sep 9, 2020 4:43 AM
I agree with the sentiment. The community forum is not broken; don't fix it. What is broken is:
1) there are a LOT of basic functionalities missing from especially Sales Hub and Service Hub. Basic things that not only should be relatively straight forward to do for a company of Hubspot's size but also is readily available as "table stakes" in all kinds of competitive offerings including Salesforce.com (for CRM/service), Calendly (for meetings), Pandadoc (for quotes), Zendesk (for service), Kustomer (for service). This makes Hubspot look like poor value for money, when I cannot customize a quote template but have to live with Hubspot's own favorite template, not get a list of which people responded to a sequence, not use my own domain for documents, not apply my own user authentication to the knowledgebase, not run CES surveys in any other language than English, not allow to reschedule meetings and much more. In my company we have a list of about 60 new functionalities we would like to see in Hubspot of which 25 are things that we are really pulling our hair out of why Hubspot hasn't delivered basic stuff that all the competition seems to easily be able to.
2) Many of the basic functionalities have been on the ideas forum for years! and the Hubspot product team is far far away from having any meaningful dialogue with customers on the forum. It feels quite common on the threads that I follow, that Hubspot product team members chime in maybe once every 6 months, at best, only to say that they are not planning to do something about this in this current quarter, or that it is in "planning". It is almost a dirty word that has come to mean "we may make another post next year about this". Also, I can imagine that it can be annoying as a product manager or other Hubspot community member to not have anything new to say on a topic due to internal priorities, but if a customer tags a specific person/name on the community forum, then answer that day/week, even saying you have nothing new, instead of ignoring it (plenty of examples of this if you browse the various posts - if you cannot find them, I would be happy to find them for you).
I know the above sounds like frustration. Because it is. There are so many nice things in Hubspot and the overall vision is great. But it is truly frustrating when many Sales/Service basic functionalities are not working like it is 2020, and when it the community ideas forum feels like speaking to a closed door.
So I concur with @ChaosFreak. In the past week I have seen considerably more posts from @wilder about to change the UI of the general community forum than I have from product managers respond to any of the more than 50 idea posts that I follow. Stop painting the community forum yet another new color but instead spend Hubspot resources on improving the content AND responses on the ideas forum. And increase resources so that all the basic functionalities you are missing in Sales and Service Hub get up-prioritized.
Sep 9, 2020 11:30 PM
Thank you for taking the time to leave us your feedback. As I mentioned in my earlier post, this sort of information helps me -- the new guy -- get up to speed on what’s important to our HubSpot customers.
In reading your email, a few things come to mind:
Bottom line: I completely hear your frustration and know that it can be tiresome to see a feature not be moved forward for development, but please know that we are listening to you.
Thank you again for taking the time to reach out to me.
Sep 10, 2020 6:14 PM
@Wilder I don't think @finn was literally suggesting that you reassign people from community development to work on product. He was making a point that HubSpot should be prioritizing fixing glaring product deficiencies in the product over spending money, resources and time on redesigning the community portal, which is working fine. In other words, we're saying we wished HubSpot cared as much about the usability of its core product as it does about the usability of the community forum.
BTW, where are these "Product Team" people you speak of? They haven't chimed in yet. When I do see them on these forums it's usually to say "we may consider this feature for a future release" and then there's crickets for the next two years.
Sep 10, 2020 6:27 PM
Absolutely right, @ChaosFreak
One suggestion for the Ideas Forum could be to treat each new idea post a bit like a Service Ticket:
a) when it comes in, it gets assigned to the right Hubspot person, be it a product manager or a forum manager
b) the post owner (assigned under #a) is the one who regularly, e.g. weekly, and at least every time sometime asks a question, responds, collects information etc. This will make us customers much more satisfied that we are being listened to. Even if the message is that you don't have resources or priority, at least we don't feel ignored.
c) the post owner is the one who shows up in Hubspot's internal SLA report for how long it takes between the idea was posted and it is implemented in production. That hopefully will reduce the number of 3 year old ideas about basic table stakes.
d) the ticket stays open until the idea is live, or the idea is closed due to irrelevance.
Of course all just ideas. Hubspot decides how you want to communicate with your customers about product ideas and feedback...
Sep 10, 2020 7:06 PM
Great idas, @finn
I would add that HubSpot should be completely transparent about how it handles these user reports of missing functionality.
HubSpot should publish, on a regular basis:
You can keep laying on the pleasantries and mollifying language, telling us that "we assure you, we take all of these issues seriously" but how about some hard numbers?
To start, @Wilder answer these questions:
This is worth 1000 times more than vague reassurances that you care.
It would also be a valuable metric for your product team to track internally, since they should be incentivized to listen to customers.
Sep 11, 2020 12:03 PM
@Wilder asked me to weigh in here. Thank you both for your feedback. I know both of you have an invested interest in seeing the Ideas Forum improve.
Your feedback highlights the central question of managing the Ideas Forum: the more time Product Managers spend on the Forum, the less time they have to build products.
The Ideas Forum is a vibrant, bustling Community — we have over 500 Ideas created every month. That’s awesome!
Unfortunately, 500 Ideas a month is too many for our Product Managers to view every thread. If they did examine every one, they’d have no time left to build the very features the threads requested. So while our Ideas Forum Response Rate would be at 100%, our “Ideas Delivered Rate” would be 0%. This is why we use the Upvote system as a measure of customer interest in a thread.
While we won’t be able to answer every thread, I certainly agree we can do things better. We’re currently working on internal systems and procedures to deliver high-upvote Ideas to our Product team at an earlier stage so you can get the answers you’re looking for.
I really appreciate your understanding, and I look forward to consuming more of your feedback so we can improve the Ideas Forum.
Ideas Forum Manager
Sep 14, 2020 2:56 PM
I really enjoy hearing your honest feedback! I can tell both of you are passionate about the Ideas Forum, and would like to see our processes improved.
As I agree we can certainly make our process run better, I've created a brand new "Ideas Forum Feedback" thread in The Lab and moved your feedback over there to get the conversation started. I've also sent you both private messages, as I'd love to connect and hear more of your feedback!
Sep 8, 2020 5:15 PM - edited Sep 8, 2020 5:18 PM
Thank you for taking the time to share your feedback with us. As someone who is relatively new to HubSpot (I joined in July), I appreciate hearing from all users who are in the Community, whether their sharing information on what they like or voicing their concerns. I always tell the team -- we are all here to learn and figure out how to create great products for our customers. The only way we can ensure we are improving our tools is by receiving feedback.
While HubSpot has always been focused on the product's ease of use and has prioritized creating something that is prescriptive and helpful over completely customizable, we do want to ensure we are building tools that are useful for our diverse and growing customers. While we have work to do in this area, we are making small improvements, such as account-based marketing and multi-touch revenue attribution reporting. Also, be on the lookout for additional features we plan to release.
I noticed you’ve also posted in the Ideas Forum so please know that these sorts of requests do get to our product team. The ideas Forum is one of their main sources of ideas for how our product grows and evolves. They review each and every idea. As you can imagine, we receive many requests for new features, etc. These have to be reviewed, prioritized, and eventually implemented, which takes time. The person who coordinates this process, who is a member of the product team. If you have any specific feedback around how the product teams can improve their responses on the Ideas Forum, Joe is your point of contact!
I want to again thank you for using the Community platform to share your product feedback. One of my goals is to make it even easier for our customers to get answers to their product related questions and on improving the lines of communication between HubSpot employees and our customers on the Community. This is something Joe is helping me with so hopefully you will see significant improvements in this space.
Thank you again for your feedback. Please feel free to drop me a line if you’d like to chat further about the Community, or if I can help in any way.
Sep 4, 2020 1:19 PM
After submitting a feature request, it would be amazing to have those on your individual homepage and to easily hover over each personal submission to see it's progress.
Sep 4, 2020 1:31 PM
@Music_Man (I like that name !)
I like the idea, but that one might be a bit of a challenge to implement. However, I will look into it.
Sep 4, 2020 1:41 PM
Thank you. I thought it was fitting since we are an in-store music company.
Understood. I can see how that could be harder to implement.
Thank you for the quick reply, Wilder. I appreciate it.
Sep 4, 2020 10:20 AM
This mockup looks great!
My one recommend would be to sort the information base on the users interest. There are so many different features of HubSpot. In our organization, our roles are pretty specfic. When I log onto the community board I'd really only interested in seeing information on the Marketing Hub.
Sep 4, 2020 11:03 AM
Hello from California. Good recommendation. We are looking at having the ability where you can personalize your home page (and other pages) so you can control what content you see. Stay tuned! More on this in the next month or so.
Thank you! Have a great weekend.
Sep 4, 2020 12:57 AM
Sep 4, 2020 10:12 AM
Thank you again! Automatically merging conversations is tricky. To be honest, I am not sure how to do this on our platform unless we do it manually. I do agree, though, that merging would help.
Re: Ask The Expert. I will follow up on this.
Thank you again. Have a great weekend!
Sep 3, 2020 6:05 PM
Qué tal Wilder, es un muy buen trabajo, tiene orden y estructura amena y útil para buscar información, mi sugerencia es en el sentido deldiseño, me gustaría ver ilustraciónes y más colores. Saludos!
Sep 3, 2020 11:25 PM - edited Sep 3, 2020 11:26 PM
Hola -- Gracias por echarle un vistazo al diseño.
Si, eventualmente compartiremos paginas adicionales, con colores, etc.
Vuelve y busca actualizaciones futuras.
Sep 3, 2020 8:23 AM
One thing I'm missing is an easy way to access language versions of the HubSpot community. I mainly active in the German community, but I browse English posts and sometimes check the Spanish section. I know of the workaround that @JessicaH has in her signature (go to settings > change language) but I'd love for this to be more straight forward (e.g. menu items that take me directly to another language version of the community).
Thanks for involving the community!
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