Notify users when their email has bounced
Customers would like to be notified when their emails have bounced in the lead notification email system so they can take care of the issue and contact support to remove the bounce.
Since you have a site administrator's email on file, any time that there is a bounce-back on lead emails, a notification should be sent to the administrator so they can investigate and correct the issue so that no further emails/leads are blocked. (Also why block additional emails anyway?)
We have over 20 partners receiving lead notification emails, and when the email address of one partner bounces, there is no way for us to know that these leads are receiving no follow-up.
We've only been a HubSpot customer for less than four months and have had ongoing problems with our Form Submits bouncing. Our IT Dept. followed your recommendations and we did not have a problem for seven weeks but it happened again today. If one of your customers is having email Bounced from your system, we should be notified IMMEDIATELY so we can call to be unbounced. This affects the turnaround we can give our customers on their RFQs and submitted questions.
Lynne McNamee commented
I just lost my longest-running client because of the lack of notification. He is a home improvement contractor - 4 months of his busiest months and NOTHING got through to him! That's a couple HUNDRED THOUSANDS of dollars of lost work AND damage to his reputation.
It seems like it would be easy to a) flag in an account (one of the notices) when someone on the account's email is bounced or b) to send a blast out notifying of the bounce.
As it is such a common issue, even when the email addresses from HubSpot have been added to a person's contact list AND the IP addresses have been whitelisted, the only resolution is when HubSpot does whatever refresh they do. I've had this happen with every client on HubSpot - common denominator IS HubSpot. They just send the same help articles to do what we'd already done many times.
This REALLY HAS to be addressed! Please!
Jeremy Crane commented
We'll be improving our notifications in general over the coming months. Hopefully this will help on this front as well.
Michael Morscheck commented
I agree!! Bounced emails need to raise a flag so HubSpot customers can be contacted to alert them to it. Shouldn't be difficult to do, and the potential for missed leads because of it is a big issue.
We recently experienced this problem - a week went by and we weren't getting any leads. Turns out the email notification to us bounced back to HubSpot (who knows why, we didn't change anything) so HubSpot automatically quit trying to send lead notifications in order to protect their email integrity. No phone call to us, nothing. Just stopped letting us know we were getting leads.
It was only when I eventually checked the leads database that I realized there were old leads sitting there waiting for us to get back to them. Of course, by then it was too late - we called them all back, apologized for the delay, but they all had called our competitors to get taken care of since they never heard back from us. We lost a fair amount of business just in a week's time.
All this could be avoided by there being an automatic trigger that if HubSpot receives an email bounce, the account manager gets notified so he/she can reach out to the customer and see what's going on.