Sales

Is HubSpot Chat Right for Your Business?

Do you need to be convinced Live Chat works? What about HubSpot Live Chat? The A-Z roadmap to using HubSpot's Live chat


Are you looking for a direct line of communication with your customers to increase leads and sales for your business? Have you considered using live chat software like HubSpot Chat? In this blog post, we'll take a closer look at the pros and cons of using HubSpot Chat and explore the different types of chat and bots available. From live chat and knowledge base options to qualify leads and meetings bots, we'll cover it all. Plus, we'll provide an A-Z roadmap for using HubSpot Chat, including how to create a chat flow and set up your own bot. Whether you're new to chat or an experienced user, this guide will give you all the information you need to decide if HubSpot Chat is the right fit for your business.

What is HubSpot Chat?

HubSpot Chat is a live chat software that enables businesses to communicate directly with their customers and prospects through their website, email, or messaging channels like Facebook Messenger. It is part of the HubSpot CRM platform, which also includes marketing, sales, and customer service tools. HubSpot Chat allows businesses to provide real-time support to their customers, qualify leads, and gather valuable customer insights. With HubSpot Chat, businesses can improve customer experience, increase lead generation, and ultimately drive more sales.
But is it right for your business? Let's take a look at some of the pros and cons of using HubSpot Chat to help you make a decision.

HubSpot Chat is the perfect way to stay connected with your team and customers. It's fast, simple, and easy to use. Plus, it integrates seamlessly with your existing HubSpot account. Here's everything you need to know about HubSpot Chat. It's fast, simple, and easy to use. 
To get more advanced, you can also create Chatflows and Bots. 

What are Chatflows & Bots?

Bots are automated programs that can help you with a variety of tasks, including qualifying leads, booking meetings, and opening support tickets.

A chat flow is a series of messages that helps guide a conversation between a customer and a business. Chat flows can be used to answer common questions, qualify leads, book meetings, and more. Chat flows are a series of automated messages that engage your visitors in conversation by using a procedural workflow. They can be used to answer frequently asked questions, qualify leads, or collect information from customers. In this blog, we shall create chat flows using the HubSpot Chatbot Builder.


HubSpot Chatflows and Bots?

HubSpot Chat is a live chat software that helps businesses increase leads and sales by providing a direct line of communication between the business and its customers. Bots are automated programs that can help you with a variety of tasks, including qualifying leads, booking meetings, and opening support tickets.
So, in addition, to live chat, HubSpot Chat also includes a range of bots using chat flows that can help automate tasks such as qualifying leads, booking meetings, and opening support tickets. If you have not ever heard of a Chatflow or Bot, we elaborate below.

HubSpot Bots are automated programs that can engage with customers and prospects to provide quick and accurate responses to common questions or to guide them through a specific process.

For example, the Concierge Bot is a chatbot that helps website visitors get started with using a product or service, directing them to the right resources such as knowledge base, FAQs or contact forms.
The Qualify Leads Bot, on the other hand, helps businesses gather information about leads before passing them on to the sales team, ensuring that only the most qualified leads are prioritised.

There are also Meetings and Tickets Bots, which can help visitors book meetings or collect information from customers and open support tickets in HubSpot for your team to respond to later. All of these bots are easy to create using HubSpot's free chatbot builder, which allows businesses to create customised chat flows and automate conversations with customers.

Overall, HubSpot Chat and Bots provide businesses with powerful tools to enhance their customer service, streamline their sales process, and ultimately drive more revenue. 

HubSpot Chatflows

Benefits of Using Chat Flows?

Using HubSpot Chat and Chatflow bots can provide numerous benefits to businesses, including:

Increased leads and conversions:
HubSpot Chat enables businesses to engage with potential customers and convert them into leads through direct communication. Chatflow bots can also help qualify leads and book meetings, which can lead to increased sales and conversions.

Improved customer service:
HubSpot Chat provides a convenient and efficient way for customers to get help and support. Chatflow bots can also help collect information and open support tickets, making it easier for businesses to respond to customer enquiries and issues.

Time-saving automation:
HubSpot Chatflow bots automate repetitive tasks such as answering frequently asked questions, qualifying leads, or booking meetings. This frees up the team's time to focus on more complex tasks that require human attention.

Seamless integration with HubSpot:
HubSpot Chat and Chatflow bots integrate seamlessly with the HubSpot CRM platform, allowing businesses to manage all customer interactions and data in one place. This makes it easier to track customer interactions, personalise communications, and make data-driven decisions.

Customisation and personalisation:
HubSpot Chat and Chatflow bots allow businesses to create customised chat flows that reflect their brand and meet their specific needs. Data and insights can also be used to personalise conversations with customers and deliver a more personalised experience.

Increased sales and conversions:
Chat flows can help you qualify leads and book meetings in HubSpot, which can lead to increased sales and conversions.

Improved customer service:
Chat flows can help you collect information from customers and open support

Overall, using HubSpot Chat and Chatflow bots can provide businesses with powerful tools to engage with customers, streamline their sales process, and drive more revenue.

HubSpot Chatflow Editor



The Pros of Using HubSpot Chat

There are several advantages to using HubSpot Chat for your business, including: 

- Increased leads:
Live chat provides an easy way for potential customers to reach out to your business with questions or inquiries. This can lead to an increase in sales and conversions.

- Improved customer service:
Live chat gives your customers the ability to get help right away, which can improve customer satisfaction and retention rates.  

The Cons of Using HubSpot Chat 
HubSpot Chat also has some drawbacks, including: 

- It can be intrusive:
Some people may find the pop-up chats annoying or intrusive. 

- It requires staff:
You will need someone available to man the live chat during business hours, which may not be possible if you have a small staff. 

- There is a learning curve:
There is a bit of a learning curve associated with using the software, which may deter some people from using it. 

- Pricing:
HubSpot Chat is not free; there is a monthly fee associated with using the service.

HubSpot Bots

Types of Chat Bots & Flows

HubSpot offers various types of chatbots and chat flows to help businesses automate their customer service and sales processes. Here are the types of HubSpot chatbots and flows with a brief description of each:

Live Chat: This is a chatbot that allows visitors to chat directly with a human customer service representative in real time. It provides immediate assistance and is ideal for businesses that want to offer a personal touch to their customer support.

Knowledge Base + Live Chat: This chatbot offers visitors the option to search through a knowledge base of frequently asked questions or chat directly with a customer service representative. It is ideal for businesses that have a large customer base and want to provide self-service options.

Qualify Leads Bot: This is a chatbot that helps businesses collect information from website visitors and qualify leads before passing them on to the sales team. It is an effective way to pre-qualify leads and improve the efficiency of your sales team.

Meetings Bot: This chatbot helps visitors schedule meetings with your sales team, such as demos or consultations, using a HubSpot meeting link. It streamlines the scheduling process and improves the efficiency of your sales team.

Tickets Bot: This chatbot collects information from customers and creates support tickets for your team to respond to later. It is a great way to manage customer support requests and improve response times.

Concierge Bot: This chatbot helps visitors get started with using your product or service by directing them to the right resources, such as your knowledge base, FAQs, or contact form. It is a great way to offer personalised assistance to visitors and improve their onboarding experience.

Custom Bot: This chatbot is entirely customisable and can be used to automate any task you need. You can build custom chat flows using the HubSpot Chatbot Builder to meet your specific business needs.

Chatflow: This is a series of automated messages that engage visitors in conversation. Chat flows can be used to answer frequently asked questions, qualify leads, or collect information from customers. You can create chat flows using the HubSpot Chatbot Builder.

Overall, HubSpot chatbots and chat flows provide businesses with powerful tools to automate their customer service and sales processes. By using chatbots and chat flows, businesses can improve the efficiency of their operations, save time, and provide better customer experiences. Now let's expand upon each of these

LIVE CHAT

Live Chat
Welcome visitors and send them directly to your live team

Knowledge Base + Live Chat
Give visitors the choice to search your knowledge base or chat with your live team

HubSpot Chatflow qualify lead bot-1


BOTS
HubSpot has a range of bots you can use including:

Concierge Bot

A concierge bot is a chatbot that helps website visitors get started with using your product or service. It can also be used to direct visitors to the right resources, such as your knowledge base, FAQs, or contact form.
Immediately give users actions to take, like talking to sales, getting help and more.

How do I create a Concierge Bot?

Creating a concierge bot is easy with HubSpot's free chatbot builder. Simply enter your message and choose the actions you want your bot to take, such as directing the visitor to your contact form or FAQs.

Qualify leads Bot

Ask qualifying questions before passing visitors to your live team. A qualify leads bot is a chatbot that helps you gather information about a lead before passing them off to your sales team. By asking qualifying questions, you can determine if the lead is ready to buy or not, or by using lead scoring to determine if they should speak to sales.

How do I create a Qualify Leads Bot?

Creating a qualify leads bot is easy with HubSpot's free chatbot builder. Simply enter your message and choose the actions you want your bot to take, such as asking qualifying questions or sending the lead to your sales team.
HubSpot Chatflow qualify lead bot text

Meetings Bot

Help visitors book meetings (such as demos, consultations, etc) using a HubSpot meeting link. What is a Meetings Bot? A meetings bot is a chatbot that helps website visitors schedule meetings with your team. By using a meeting link, the bot can easily book appointments and send the information to your team's calendar.

How do I create a Meetings Bot?

Creating a meetings bot is easy with HubSpot's free chatbot builder. Simply enter your message and choose the actions you want your bot to take, such as sending a meeting link or scheduling an appointment.
HubSpot Meetings Bot

Tickets Bot

Collect information from customers and open support tickets  in HubSpot for your team to respond to later. What is a ticket bot? A ticket bot is a chatbot that helps you collect information from customers and open support tickets for your team to respond to later. By asking questions and gathering information, you can create a support ticket that will be sent to your team for follow-up.

How do I create a Tickets Bot?

Creating a ticket bot is easy with HubSpot's free chatbot builder. Simply enter your message and choose the actions you want your bot to take, such as opening a support ticket or sending an email.
HubSpot Tickets Bot

Knowledge Base

HubSpot Chat also offers a knowledge base that gives visitors the ability to search your knowledge base or chat with your live team. The knowledge base is a great way to keep your team organised and provide visitors with the information they need, when they need it.

How do I create a Knowledge Base?

Creating a knowledge base is easy with HubSpot's free chatbot builder. Simply enter your message and choose the actions you want your bot to take, such as opening a searchable database or sending an email.

HubSpot ChatFlow Channel Create  2

How to Create a Bot:

  • Log in to your HubSpot account and navigate to the Chatflows dashboard.
  • Click on the "Create new chatflow" button to begin creating a new bot.
  • Select the channel where you want your bot to be active (e.g. your website or Facebook Messenger).
  • Choose the type of chatflow you want to create (e.g. Live Chat or a custom bot). 
  • Give your bot a name and description. 
  • Design your bot's conversation flow by adding different types of chat blocks such as a "Send message" block or a "Collect information" block. 
  • Use conditional logic to guide the conversation flow based on visitor responses.
  • Add personalised text to your bot messages using variables, such as the visitor's name or location.
  • Set up your bot's targeting options, such as which pages on your website it should appear on. 
  • Choose how your bot should be displayed on your website, such as a pop-up or an embedded chat widget. 
  • Configure your bot's options, such as its default language, timezone, and appearance.
  • Test your bot to make sure it is functioning correctly.
  • Launch your bot on your website or Facebook Messenger.

By following these steps, you can create a customised HubSpot bot that engages visitors in personalised conversations and automates repetitive tasks. Bots can help businesses save time, improve customer engagement, and drive more sales.

Using the HubSpot ChatFlow Setup Wizard 

HubSpot Chatflows is a powerful tool that enables businesses to engage with their customers in real time, which can help enhance customer satisfaction and increase sales. The Chatflow builder provides a four-step wizard that helps you to create custom chat flows that cater to the unique requirements of your business. Let's take a closer look at each step and its features.

Build

The first step is to create your Chatflow. Go to Conversations > Chatflows in your HubSpot account and select Create chatflow.
Choose Website to create a Chatflow for your website, and then pick between building a bot or live chat option.
If you prefer, you can also choose a template for your Chatflow. In this step, you will create the structure of your Chatflow, including the messages and questions that your bot or live chat will ask.


HubSpot ChatFlow  4 BUILD

Target

The next step is to set your Chatflow's targeting rules. Here, you determine where and when your Chatflow will appear on your website.
For example, you can opt to display your Chatflow on specific pages or only to visitors who have spent a certain amount of time on your site.
You can also set targeting rules based on a visitor's location or referral source. This step ensures that your Chatflow is visible to the right people at the right time.


HubSpot ChatFlow 5 Target-1
Display:

The display step lets you customise the look of your Chatflow. You can choose how you would like the Bot to be displayed on your website.
This includes choosing the position of the chat widget on your website and selecting the colours and branding that will be used.
Additionally, you can add custom messages or images to your Chatflow to make it more engaging and informative.

HubSpot ChatFlow 6 Display

Options:

The options step enables you to set up additional features and settings for your Chatflow.
This includes configuring notifications for your team when a new chat is started, adding email capture forms to your Chatflow, or integrating your Chatflow with other HubSpot tools. This step ensures that your Chatflow is fully optimised to cater to your business requirements.


HubSpot ChatFlow 7 Options-1

In summary, the Chatflow builder's four-step wizard provides a comprehensive guide to creating customised chatflows for your website.
So by building, targeting, displaying, and setting up options for your Chatflow, you can create a powerful tool that engages your customers and helps drive sales.

Conclusion: 

Now that you know some of the pros and cons of HubSpot Chat, you can decide if it's right for your business. If you're looking for an easy way to increase leads and sales, then HubSpot Chat may be a good option for you. If you're looking for a simple, effective way to stay connected with your team and customers, look no further than HubSpot Chat. With its robust set of features and integrations, HubSpot Chat has everything you need to stay on top of things - without ever missing a beat.

HubSpot Chat and Chatflows are powerful tools for businesses looking to engage with customers and drive sales. With a range of features and functionality, including custom bots, live chat, and powerful targeting rules, businesses can create personalised, engaging experiences for their customers. By using these tools, businesses can streamline their sales process, provide better customer service, and ultimately drive more revenue. Whether you're a small business just getting started or a large enterprise looking to optimise your customer interactions, HubSpot Chat and Chatflows offer a comprehensive solution to help you succeed. So why wait? Start exploring the possibilities today and see how HubSpot Chat and Chatflows can take your business to the next level!

If you want to learn more about HubSpot Marketing, check out our HubSpot Sales Hub Guide

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