Remember that one time I had the brilliant idea to have our team members working our INBOUND booth book on the spot meetings? We even allowed them to take notes when they finished with the prospect right in the meetings tool form.
It actually was pretty great, and I,for one, felt pretty great about myself for setting it up — until we realized we had set up the calendar invites to include all of the information from the form submission, which meant whatever internal notes we made about the person got sent to them.
Thank goodness we realized this before anything terrible happened, and thankfully there weren’t any bad notes that had been written — IMPACT people are so pure, am I right? — because that could have gotten real awkward.
HubSpot wishlist: Measure response time on agent reply in inbox
One of the most important metrics customer support reps are typically responsible for is speed. While you can report on response time for tickets, you can’t currently do it for conversations in the Inbox.
Some HubSpot users (especially ones that are using the free or starter tools) don’t have tickets auto-created for their conversations, they just manage everything from the inbox, so they have no visibility into response times.