Creating connections with customers is more challenging than ever before, according to HubSpot.
Ironically, a critical factor in this trend is disconnections between business systems, thwarting the progress of customer experiences.
Yamini Rangan, Chief Executive Officer at HubSpot, stressed this when unveiling HubSpot’s latest release wave. She stated:
A major driver of that disconnection is the proliferation of new software and technology, making it hard for companies to connect with their data and systems, as well as with each other. HubSpot’s latest releases are a response to this current crisis of disconnection.
Indeed, many new platform features orientate toward deeper connections.
One excellent example is its new payment feature within the Sales Hub. These enable businesses to schedule payments and connect those directly with the CRM.
In addition, HubSpot has elevated its quote-to-cash solutions to streamline quoting, billing, and contracting processes.
However, perhaps the most striking additions are new data management capabilities, which cross each HubSpot platform.
Now, when they ingest data, the system will flag and sometimes automatically resolve errors before that data ever appears in the CRM dashboard.
In doing so, HubSpot aims to reduce the manual burden of isolating and combatting data errors. Instead, teams can free up time to dissect the data and develop targeted actions.
New Additions to the Service Hub
Perhaps one of the most exciting additions to the Service Hub is WhatsApp, which is now in public beta.
The integration allows service teams to connect their WhatsApp business account to a shared inbox. As such, businesses can communicate with customers via the channel without leaving the hub.
Alongside WhatsApp, companies can harness the Service Hub for voice, live chat, and SMS interactions, setting the stage for a modern, omnichannel contact center.
