HubSpot CRM: Grow better

I’ve got to admit... I wasn’t a huge fan of the first couple iterations of the HubSpot app. Even went to try many others (Pipedrive, Salesforce, Pipeline Deals, and more). But, I came back to check out HubSpot again and I’m more than pleasantly surprised. We decided to move everything under the HS roof - Support, Sales, Marketing and more. It’s incredible having our Shopify site and all the data collect in one place. The app is a great extension of the site for when we’re on the go and a perfect tool for the sales side of our business. Yeah it has some things that could improve, but you can say that about everyone. Use it properly and it will change your business and make your life easier!

The app is great for letting me know when my emails are opened, which is the main reason I chose to use it. I love that I can see when someone reads my email and that I can sort my contacts by who opened emails most recently and who I’ve last made contact with, etc. however, the app on the phone is driving me crazy. Every time I open one of my own tracked emails or someone in the thread opens the email the app will send me a notification every 2 seconds that the email was opened, and it won’t stop bombarding my phone with the notifications until I exit the email (which is after I finish replying) and then have a hundred notifications. It also counts towards the 200 notifications you are allowed to receive for free, using all those up for already reported information. Although HubSpot will surely make a fix for it, I had to mention it or else they might not ever see it!

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My company has been using HubSpot for sales and marketing tracking for about a year. We started using the Tickets feature about two months ago that allows us to create and track customer support tickets. As the Customer Care Lead for our company, it’s critical that I’m able to access our support tickets on the go. This is nearly impossible to do without carrying my computer with me. The Tickets section of their website is nowhere to be found in their iPhone app. While you can login to your HubSpot account in a mobile browser by going directly to the login page URL (the Login link is not displayed on the mobile version of their home page), trying to interact with your HubSpot account in a mobile browser will test your patience. I know the Tickets feature is relatively new for HubSpot; but I hope their team understands that it’s important that we be able to access things like that on the go from whatever device we have with us.

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The data marts are not integrated or synchronized enough, which causes a user to repeat data entry from companies to contacts. For example, if I add a contact within a company record, I have to enter company information which leaves potential for error. If I am in a company record and select add contact, it should be apparent that the company data get auto populated with the company data. But noooo, I have to re-enter all of the company data again. This adds too much time and complexity to a simple process. This is one of many examples that make HubSpot too difficult for me to use. Reporting is clumsy and too Facebookesque with the timeline. Please go and look at other CRMs to get id as on how to display data that is easy to read. For example, the contact lookup is a timeline. Not optimal for salespeople to navigate.

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A frustrating experience from an otherwise innovative software company. The following problems have plagued this app for more than a year: *Extreme* lag: No matter how fast your internet connection, it takes 20-30 seconds just to load a deal object. Want to update a property? You need to set aside a full minute, at a minimum. Poor usability: The deal pipeline, a beautiful kanban in the web app, is a convoluted mess in mobile. It’s made worse by the point above — often you need to swipe several times to switch between deal stages. Then it takes another minute or so until the deals in that stage are fully loaded so you can scroll down the column. Constant failures: Often, the update you make to a deal, company or contact property doesn’t persist. Instead, you get an error message which itself causes the app to slow down even more. At the end of the day, I can not recommend this app because it simply doesn’t work reliably. You’re better off using the web UI on mobile — add it to your home screen so it works like the native app should. When will this get better, Hubspot?