Follow Up Procedures

Creating a Contact in HubSpot

This guide provides step-by-step instructions on how to create a contact in HubSpot, ensuring accurate and organized record-keeping of customer information.

Accessing HubSpot

1. Open your web browser and navigate to the HubSpot login page.
2. Enter your credentials to log in to HubSpot successfully.
3. Once logged in, locate the contact dropdown menu, and select "contacts."

Creating a New Contact

1. In the top right-hand corner of the contacts page, click on the "create new contact" button.
2. Begin by entering the contact's name and email address in the provided fields.
3. If you wish to assign an automated follow-up task for this contact, toggle the "Inbound Follow-up Trigger" to "yes."
4. Set the appropriate contact owner to help with organization and task management.

Adding Additional Information

1. After creating the contact, you can access their profile to include any relevant notes or details.
2. Examples of additional information include the event name and dates they are attending or the products they are interested in.
3. Remember to save any changes made to the contact's profile.

Setting follow up tasks

1. To enable an automated follow up task to be assigned when creating a contact, set “Inbound Follow-up Trigger” to yes.

2. Additionally, you have the capability to assign manual tasks to specific contacts within HubSpot, allowing for the inclusion of notes and important information.

3. Set the reminder date for an appropriate amount of time based on your conversation with the client.

4. Send 2-3 periodic reminders as part of the follow-up process.

5. Once the client has placed their order or if no response is received after the third reminder, mark the task as completed.

Abandoned carts

DO receives emails regarding abandoned carts and TSB assigns individual tasks. The clients will get an automated follow up but a personalized follow up can be nice as well.  Be sure to search the email or company attached to the cart to ensure they have not already placed the order.

Example email:

Hi there,

I want to reach out as we received notification that you have left items in your shopping cart. Do you have any questions about the products, process, or timelines, that I would be able to help with?

Personalizing emails with client’s name, event date, any other information they may have provided over the phone.

We are now tracking abandoned carts in HubSpot. When you send a personalized followup please be sure you are updating the Abandoned cart contact property and setting yourself a follow up task.

If you receive a response from the client, be sure to update your task and the property field as well. When it is time to review your task, please do a quick search for responses or if the client has placed their order and update the property accordingly.