Snapshot of HubSpot’s Inbound 2020

Snapshot of HubSpot's Inbound 2020

HubSpot’s famous Inbound 2020 conference took place this year on the 22nd and 23rd of September, only this time it was fully online offering a virtual experience. Even though we couldn’t be there in person, the online version was just as valuable and insightful as previous Inbound events. From Co-founders Brian Halligan and Dharmesh Shah all the way to John Legend, the featured speakers offered up valuable information around their respective fields that is useful for everyone.

Here at Catalyst, we understand that you do not have the time to sift through every single change that HubSpot has introduced. Don’t worry, we have done that for you and created a condensed version of the key points and changes brought up in this year’s conference. Pulled from across all hubs, we know this information will be useful along with explanations on what these changes mean for you.

Service Hub


There is a big focus around ensuring a delightful experience for your customers with the addition of Logged-in Visitor Identification in the Service Hub. You can now identify visitors who are logged in when chatting with the team and their previous chat history. This gives much more context available to the customer service team ensuring that they can respond faster and more personally to deliver the best customer experience possible.

HubSpot also included Custom Bot Templates in their Inbound 2020 conference to help automate the help desk to answer frequently asked questions. The pressure taken off your team will help them to focus on other important tasks whilst making sure your team never misses an easy question. There is also an option to create your bot from scratch so that it fully meets all the needs of your company.

Sales Hub

Artificial intelligence is becoming an increasingly important part of sales systems to ensure improved speed and efficiency. HubSpot has made sure they are keeping up with the trend with the AI Powered Sales Acceleration in their Sales Hub. This new tool is predicted to save 1 hour and 50 minutes of the sales team’s time each week. It automatically scans a prospects email signature and pulls out the most important information into the CRM. It can pull their name, job title and company. The best thing about it is that there is no set up required. You just have to turn it on in the contact and companies settings and you are good to go.

What would be the point of having this increased power in the Sales Hub without a means of measuring and analysing the result. HubSpot introduced new Sales Analytics Tools available to analyse the health of the sales pipeline so you can learn and coach your team when things go both right and wrong during the sales process. It gives a more in-depth look with 20 powerful reports so you can easily see all the specific changes to deals at any given time.

Marketing Hub

HubSpot focused on increasing the ease-of-use aspects of their Marketing Hub whilst maintaining and improving the power of their systems during Inbound 2020. They launched the all new Marketing Hub Enterprise back in January to execute complex marketing campaigns. They made improvements to their CRM-Powered Marketing to offer a more personalised experience for your inbound contacts by integrating CRM data with the marketing system. Using behaviour-triggered events and all-new custom objects, it is much easier to break through the noise in a time when everyone is bombarded with marketing content.

A new Custom Report Builder has also been introduced to increase your analysis power with more freedom to customise reports to your needs. It is currently in Beta for Prop and Enterprise customers with access to over 10 data sources. This will no doubt smooth out the analysis process with a more streamlined workspace.

CMS Hub – New

The CMS Hub is brand new for this year with the purpose of making it easier to take ownership of your website. This makes it much easier for marketers and developers to work alongside each other by giving marketers more control. SEO recommendations can be leveraged with a variety of reports to optimise content on your page. Developers can also leverage their preferred tools and technologies to give more flexible content systems.

The CMS Hub enterprise-level gives access to creating interactive web experiences such as calculators and event registrations. Along with this, you have access to tools that help manage and grow your teams to fit and expand your website as your brand grows.

What Else Is New?

Outside of the respective Hubs, HubSpot made some additions and changes to other areas of their program during Inbound 2020. They have recently introduced Marketing Contacts in October this year. The idea is that you are not having to pay for contacts that you do not wish to market too, but also do not want to remove. You get up to 1 million contact storage space to better manage your contacts.

Since HubSpot is more than just a software, they have introduced the Solutions Directory to take advantage of the HubSpot ecosystem. The directory makes it easier to find help in HubSpot by directing you to providers and partners that specialise in HubSpot. It has a new look, upgraded functionality and a self-service listing experience to make finding help and support much easier. You can find us there too.

What Does This All Mean For You?

The key takeaway from HubSpot’s Inbound 2020 conference is that there is an increased importance of aligning your sales, marketing and service to provide the best possible customer experience. The features that have been introduced this year in HubSpot, when used in unison, help to improve the collective performance of your teams.

For the full list of features click here.

As a HubSpot partner, Catalyst can support your HubSpot installation and offer advice on which bundles best suit your business needs. We can help train you to get the most out of HubSpot to hit your growth targets. To find out more about how Catalyst can help, click here.