HubSpot offers robust contact record management capabilities that many users don’t fully utilize. In a recent video, CRM expert Olena walked through some important but overlooked features that can help you get the most out of HubSpot contact records.
Customizing the Action Items
The left sidebar of each HubSpot contact record contains “action items” – buttons for frequently used actions like logging a call, emailing, or creating a task. While call and email buttons are useful for sales teams, Olena points out that other teams can customize these buttons to surface the actions they use most. For example, because some SDRs may have less outreach experience, companies allow them to leverage pre-made enrollment sequences instead of direct calls. In these cases, swapping the call button for quick access to sequences can improve efficiency.
You can customize the top 5 action items and re-order them as needed in the “Reorder Activity Buttons” section. Additional options are available under the “More” dropdown.
Making Use of the Actions Menu
At the top of each contact record is an actions drop-down menu that most people neglect. This menu contains valuable options that allow you to dig deeper into contact data and activity.
The “Follow” option lets you subscribe for notifications on record updates, allowing you to stay informed about important changes without being assigned as the record owner. This is particularly useful for situations where you want to supervise a prospect/lead: By following a record, you can stay up-to-date on interactions and activities, even if someone else owns the record. This helps you monitor progress and provide support or guidance when needed. The “View All Properties” dropdown lets you see the full list of defined properties for contacts. There are also options for viewing history of property and association changes.
Summarizing Contacts with AI
An interesting Action Menu capability Olena demonstrates is the “Summarize in ChatSpot” AI tool. With one click, ChatSpot generates a summary of key contact details and engagement data. While intended mainly for sales use, this quick analysis could be helpful for other teams too.
Additional Tips and Tricks
Olena shares a few other tips for getting more from contact records, like using the built-in Google search to quickly find additional info on contacts online. She also covers how deleted activities can be restored within 90 days using the “Restore Activity” tool.
Key Takeaways
With some small tweaks to your HubSpot contact records and utilizing overlooked features, you can transform the way you engage with HubSpot contacts. Focus on customizing, personalizing, and maximizing automation through smart use of tools like Action Items, Follow, ChatSpot, Restore, and comprehensive activity tracking.