Turn HubSpot Into the Ultimate Sales Engagement Platform

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I'm just going to start, i always have some people coming in but i also know the people that have been here waiting waiting for a while you guys were great, you got it in super early so i don't want to keep you just sitting here checking your watch. Um, I think i'm actually going to start not in order. I anticipated, i'm going to start with a little bit of a confession. And that is that i am not a marketing guide. I'm sure a bunch of people in the audience are marketing specialists, which is awesome marking specialists, we have a bunch of them. Yes, a whole bunch of them. All right, so what i'm going to say is a late person's opinion but it seems to me That success and marketing is largely dependent on the ability to Have your message out compete? The other messages that are out there, most the myriad of different messages. You're going to hear out there in the world, having yours stand out, because it's something that others aren't willing to say, or something or something. Something others aren't capable saying about their own product or about their own services, And, you know, i actually i, i saw an awesome example of this today when i was getting ready to come up here and speak, And that is my buddy. Lawrence Lawrence, right here. Lords has the coolest shoes i've ever seen. Nor can you show it? Hold up one of these guys. These are amazing. The i don't know where the heck Lawrence got these shoes, but they're incredible and i looked at the see if people waiting to come in and i immediately spotted. This guy had to go over and talk to him. I know no idea what he did, no idea what his name was, but the shoes brought me in. They tricked like a tractor, being they drew me in. And so given that given that marketing is largely about standing out. Amongst all the other noise. Maybe it isn't as much as a surprise to you guys who are familiar with marketing is it was to me to learn that the most powerful the most sophisticated sales engagement platform on the market today didn't start as a sales meeting with platform. It actually started as a marketing crm. And judging by the color code orange. You see around, you probably guessed what's serum i'm talking about, right? My name is, uh, is david gable? I am the head of sales for a company called kicksey. We are sales engagement platforms. Specializing in call, and text automation with me, today is Aldo Barbara Jovani. He is the head of solutions engineering kicksty as well. And today, we're going to talk to you. About how hub spot the once marketing CRM came to become and is capable being the most powerful sales engagement platform on the market today. And when i talk about sales engagement platforms, when we're talking about well, i'm talking about is segment. That was carved out by some of the originals outreach sales author who's actually here today. And they carve that segment out to such a degree that now is like a gartner quadrant, right? Everyone's recognizes this, it was like 10 years behind mar tech, right? Sales tax has coming into fruition. And most of them, for those of you who haven't been privy to, to using them, They they look something like this. They're like a mini crm that kind of bolts onto a majors CRM. We're all the sales contacts are housed and source stored and you can engage in what i like to call prescriptive sequences out of them. And what is the prescriptive sequence? Well, you'll recognize what i describe it. If descriptive sequence for a sales rep, goes something like this. New lead comes in. Day one calling. Day two, send a text message day, four call lead send an email day. Eight calling, that kind of thing. But when you think about it there's no there's no particular reason that you are calling that lead at 2 p.m. on the thursday on day 10. Other than the fact that it came up in your sequence, thursday, 2, dm day, 10 called the lead. But if you're on hub spot and i i hope you are. If you take away, nothing for this presentation, it should be. That hubspot is an amazing platform to it out. You're on hub, spot. You have all this habit coming into this CRA You know, if they've opened emails you sent them. You know, if they visited your website you know they engage with your chat line, you know if they've watched it embedded video in one of your emails you have all this data coming in and what does the typical sales engagement platform? Do with that data. You call the lead. I'm thursday. The two pm in the afternoon on day 10, because that's what's in your sequence, right? That's what you're doing with that data. Maybe at most you get a task, the pops up. So it's a render, your email, you should call them. That's that's the most that happens. But there's a better way to do this, right? What you're essentially doing is you're asking somebody to acquiesce to a conversation that as an unspecified amount of time, right? You're calling them on day, 10, thursday, at 2pm, the afternoon saying, hey, I want you to accept this phone call knowing nothing about the content knowing nothing about how long phone call is going to be. And it's almost guaranteed to not be in sync with your own calendar. It's only in sync with my calendar. The sales rep is making the call. So instead we should automate a call. The second that they open that marketing email. The second that they visit your web page or engage with your chatbot and guess what? They don't answer the phone, we can drop it, automatic voicemail, send it automatic text. And when they replied that text now, you know, they're at their phone. Let's go ahead and give them a call right then in there. So what i'm going to do right now, i'm actually going to turn over to all the talk about how you accomplish that because that unlike Some presentations that are super helpful but are more general and kind of broad. I want to get in the weeds because i know for me, sometimes i go to, i go to a presentation. I'm like these are really cool broad strokes. Guidelines for how to accomplish something, but like what do i actually do? I don't want to build a workflow. I want to actually engage in the material that i've been presented with and i want to make sure we deliver that to you in the next 35 minutes, something like that. Hold up. Thanks david. Hi everybody. I'm Aldo head of solutions engineering at kicksey And, you know, we're often clear with inbound and outbound leads. But i find that when you're designing a sales outreach process, it's far more helpful to think of them in terms of warm and cold. And more relevant to what you're actually trying to accomplish. It actually reminds me of when we were spearheading our vdr program about one and two years ago, and the first campaign they were going on, was actually recovering lost deals that were about a year old. Now, a lot of these lost deals are actually inbound leads, and there was this whole conversation, it was almost like a philosophical question. Not like, are these skill inbound leads or are they now outbound? I had to sort of revelation. That it doesn't really matter. Where they were at this point. We are now going to have to build a cold outreach process because they're cold. And what i want to call out today is that oftentimes your leads are fluctuating between these two states, warm and cold, In Belize generally do interest warm. However they can become cold. And you can make a holy warm through engagement. So that's what we're going to cover today. Recognizing how we shifts occur and building a strategy inside of HubSpot to handle both situations. So, i'm going to tie some stuff you already know. One leads and coldly. It's just do a quick breakdown of what they look like. Warm leads are generally inbound, but not always. They're engaged and they're actively searching for a solution. Meanwhile, our cold leads. Oftentimes are outbound but not exclusively. They're disengaged. And they're probably not even aware that they have a problem at best. They might realize they have a problem, but they're not really prioritizing finding a solution. So let's go ahead and move on. And i just want to call out at the most important thing you can do with your warm leads is make sure that you remove all friction from the process. Form leads become cold over time. The longer that we go. Between a conversation. And when they first engage with your material, The more cold they become. I call these engagements, heating events like david was calling out earlier, you know, gets opened they've submitted a form online. The attend your webinar. And that makes sense. Right? Because what was once a inbound warm lead where they first filled out that gated content or engaged with your email campaign or visit your website? That lead the, the ability to contact and get a hold of them on whatever medium it is. Tax email phone, call that declines drastically, over time initially, it's great, they're hype. They're excited about your product or service. They want to learn more about it, amazing. Two weeks later, man. Time is quick, i mean, for me, if a website takes 20 seconds to load, i am furious, right? So like if you have two weeks between like actually getting in contact with someone who understands their process once that really run discovery with them, talk about the product or service. That's crazy. We need to hold them right away because that same lead Weeks, later months. Later the ability to contact them and the process by which you should be reaching out to them changes dramatically. It starts to look more like an outbound coldly, that's never heard from you and less like an inbound warmly that wants to hear from you. At kixie we call this speed to lead. It's a very common use case, we came up with it because it was so common among the people who were reaching out to us for help. So, the best way to handle a speed to leave use case is to build a system that prompts Whoever's available right now to reach out and connect with this person. So it comes in the second that lead comes in. Before we assign it to a rep because i'll tell you what typically happens. I'm a says, a sales leader. A lot of times what we do a sales leaders is we let our internal process dictate what the out external experiences for the customer. I'll give you a great example lead comes in and as a sales leader, we're like, okay, we want to round rob in these leads to make sure every sales rep gets an equitable amount of leads coming in What is that resultant? Well, then he gets assigned to kevin and Kevin is busy on a demo call after which he's got another discovery call after which he's got to send out a document to try and get signature real quick for the end of the month. But you've got all this stuff in between that lead coming in and camp being able to take advantage of this. But instead we've got two or three other reps just sitting there waiting, you know what I mean? Just twilling thumbs, unfortunately probably checking tick tock or twitter or whatever like they're they're they're they're engaged but not in a meaningful way that moves the company forward, right? So instead let's go ahead and let's Trigger an alcohol, just like all of just mentioned but let's go ahead and learn all the reps and the first rep who's available and hits that buzzer hit clicks, accept to make that call, it's a sign, the lead to that rep and this make the experience one. That's synchronous that with the customers experience with the customer wants rather than synchronous for what we want in terms of, you know, equality amongst our sales reps. And i want to call out that not all hope is lost for these warm leads that become colds. Like i mentioned earlier they're constantly fluctuating between those two states. I call that the carousel and please do forgive demon, you know, we're working on it, but i like i'm spoke with taking the spoon was taken, so this is what we went with, but what i want to call out, is that your Warm leads your inbound. Leads are entering this carousel and a warn state Your outbound leads are entering in a cold state. But it's possible. They go back and forth. Through re-engagement and your mission as a sales team is to get them off the carousel and either convert them to the next stage of your deal pipeline or eject them from the CRM as unqualified, not interested. And so, we need to develop a strategy. Like i mentioned earlier that recognizes when these just occur and the process that can handle them. So let's actually get into the brass packs because we're all here for the workflow stuff. The automation how we're going to build it inside of hotspot. Yeah. So, Here's a great example of what not to do. This is where most of our customers start out at kicksey a lead comes in a form of submitted online. They round robin to iraq, then they assign a task for that rep to fall up. Which is fine. But would it be rep is out to watch when this happens or they're on another call. Strong vacation. That's slow to lead. Yeah, slowly is bad. We want to not arbitrarily assign our leads to rats based on some kind of rotation. We want to send out a signal to all the reps at once. Say, hey they're here right now who is available to talk to them right away. Also. It's good to send an email and it's a good to send a text message, three channels of communication right away. When they express interest in your solution, it's basically what we want. We want them to have the ability to respond across whatever medium they prefer because some people like me, i get a phone call and it's like someone's like someone just knocked on my door without being invited. I'm like, what the heck? Oh, phone call. Like i'm not used to it. I used to text messages. How do you say emails? At least some, you know, some modus operative connection prior to that phone call coming in and they have an actress at the time on the phone. So what we'd like to do is go to use, all the mediums that are disposals, whether that's linkedin messaging, email, text message, and phone. Call that way, look, whatever way that customer wants to respond to us. We're going to respond that way. And i want to remind everyone that contact ownership has not yet. Been assigned, we don't need that yet. Assigning the contact owner happens once the meaningful conversation happens. They want to continue with that person in particular. Now they're a little more engaged and they want to build that rapport with a rep. But until that point, all three channels of communication that we mentioned, should not be back to one individual who could end up bottling making the whole process. They should all leave back to the entire team. So we're going to break down some tools that help accomplish this. A few of them are what we're talking about right now. Our lead caller that could be sent to a contact owner if that's how the process works. But i prefer setting to get to the entire team. They would see on the kicksy power, call dialer a signal to accept and we can even include a display name. Some kind of a note about why they're being prompted to except this call right now. So you should put something like new lead, hot lead in there. They're going to be a little more incentivized to actually accept and call out. So newly comes in every rep on the team. It's an immediate notification. Hey, newly just came in because the details about them, click accept, if you want to make a call to this person and the first rep who had accept is making that call, and only after that call is successful, and they get in contact with that person. Does that lead you to assigned to them. So that way all the communication can start coming from that rep. And that from a general email or phone number, if they missed that call, when they called back, We can send it to that rep first who made the call, but we should at some point make sure that's being forwarded to the entire sales team that way again works not slowing down this process. We're finding the i'm going to say this a lot next available agent to take the call. Email can work the same way. Make sure that your email is at this stage of the journey come from a team that way if they respond, everyone can see it and jump on it right away and sms as well. So i actually want to quickly. Explain how team sms that kicks. You works. We can send a shared text message across an entire sales team already team that you have All the responses would go back to the whole team and it would be visible. If a person wants to claim the conversation they can walk everyone out. So they have some time you respond and your leads aren't being bombarded with the same response from three different hungry sales reps. Internal notes kind of like a chat or ticketing system so that people can communicate in the thread while still being able to engage at that prospect. Yeah think about like a chat bot but it's only taking place over text message. So all the all the people who are involved in that chatbot you can reply can reply over text in the first of reply, they lock in the conversation. It's their conversation from that point on we can assign the lead. During this stage, the first phone call is the most important one that's when they are the most engaged. They're actually looking right now, but if you don't reach them you should continue to follow up in a high frequency, cadence because there's still warm. So we're still in the speed to lead use case. So i would recommend a high frequency of phone calls, text messages and emails over the next three to seven days. But now, let's jump into what might actually happen. If you don't connect with them during that time, They're cool down. Like i said earlier, don't give up on them just because they came coal. We have a process in place for that as well. Yeah, i think too often a sales viewers. Read neglect, the last deals. I know. I've been guilty that too. We have warm leads coming in. We have outbound leads or guys that we're working for a long time to prospect. Who wants to go back to the old last deals, and try and get those back. Even if they want to reps, very rarely make the time to really do that. So too often i think we've failed to see all of our laws deals as an amazing source of potential revenue. I'm just think about that. If you could recoup 20 percent, 15 percent, 25 percent of your loss fuels is revenue. That would be incredible. And a lot of times it's actually the case is just that we've speedily didn't occur slowly occur and we never got a hold them initially and then they found out maybe another solution or competitors product they played around with for a while. They didn't like it, maybe they adopted it and then you left and in the meantime there's just sitting in a serum with all the status. So let's go ahead and let's engage with them just like we would uh coldly there's out in the wild. Leaderboard hunting that we've never spoken to before at least this lead expressed interest in our product or service. The other leads are just super cool. So we want to make sure we have a good way of recycling, these leads. So i mentioned earlier, it's important to be able to recognize when these ships occur. Warm the cold cold tomorrow. And worms. Pretty easy. How's that provides a bunch great enrollment criteria that match warm bleeds, like emails open page viewed on your website. All these could be great ways of capturing those like, reengagements, or initial engagements in the journey. What i mentioned that high frequency cadence from earlier. My last action, step in that process, should they get to be the end of the workflow without a conversion? Would be to change the lease status or something. Move the deal to a new stage. Something to indicate in the CRM that the state of this lead has changed. We were not able to connect with them within the right amount of time at the first engagement. So other thing as a sales that you're oftentimes, we let our sales reps. Accrue, huge amount of leads of the pipeline and we look at it and when i do this guy's got like an ad deals. 100 deals in his pipe by. He's all set for next month that's quarter but actually You know, 30 percent of them has had no contact for like a month or more. They're just sitting in a stage in that in that deal pipeline inflating. What we expect to come disappointing us when it doesn't arrive and making sure that lead does not is not available of the cold lead outreach. That all is going to describe right now. And so at this point we call this process, continuous, follow-up. And this is also a great way to make sure that your cells retain productive at all times. If there's no warm leads for them to engage with, they shouldn't be waiting for new ones to come through. They should be prospecting, their loss deals or potentially reaching out to a cold list of outbound leads. So the trigger for this workflow would be what i mentioned in the last workflow, the the least status has changed. And now we're going to send them to Casey's power dialer. Uh which can dial from one to ten phone numbers at a time. You probably heard of this type of technology before, but it's a fully integrated, hotspot, power dialer. Not going to allow you to reach out to list of leads or your old leads. And when you're doing continuous follow-up, this is a secondary priority, always, warm leaves speed lead. Must always be prioritized and come first and disrupt, these phone calls. And you're also going to be calling a much higher volume of weeds at a lower frequency than what i mentioned before. You hear that music bleeding through the wall, right? That is the excitement that this generates, right? That itself is really about mention that we're going to pick up right here. Because when we think about it, we're not warmly comes in, we want much more specific outage. We don't want that dial on thursday a day. They tend to be in the afternoon, we don't want that. We want the call the second, they open her email or engage with our dated content. What's their cold? It's a different story because they're no longer engaging with us. We no longer have these events that would trigger the outreach but then it's no, it's a good time for them. Instead what we should lean back on, is the more prescriptive stuff. The other sales engagement platforms, engage in all the time, right? We should really calling them multiple times a week said, than text messages. Sending an emails. And, you know, for me i i actually like to think of those emails and those text messages as baked and what we do is we see that made out there. So we send out these text messages, we send up these emails, we embed a couple videos in the emails. We send out and then we wait, We wait until there's a nibble and all of a sudden someone opens an email or watches. It embedded video or responds to a text within the second they do that turn no longer cold but the second they do that we want them back in the event driven automation. We want to be able to call them that second that they open the email or text them and say hey what do you think about that video? Just watched. I know that it had some great content. I also know that was kind of hard to hear me because there's a bunch of music, right? Like, well, i want to be able to do that right away with the event happens. That's exactly right. Prescriptive dialing is perfectly acceptable, white david mentioned. If there's no event that's relative to your average efforts but you need to be prepared and brave enough to break that cycle when a new event occurs. And so, you're going to notice that the way that we, it re-engage a cold lead who has interacting with some of your new efforts. It's very similar to the initial speed to lead workflow that i showed you earlier. The only thing that might have changed is the trigger. So i think in that first one it was a new form submission and now it's a page viewed or an email link clit. They responded to your text message but notice that we're going to do the exact same thing. We're going to trigger another speed to lead called to your entire sales team. So what's cool is you don't have to have married workflow as where you've got a workflow for outbound leads workflow for inbound leads that are more workflow for inbound leads that are cold and lost workflow for leads that are like middling and in the qualified stage you're pipeline but having yet converted like you don't need that. You really just need to buy for cave in system where if it's warm, then we're Him up with a vet driven stuff. We're calling. We're texting. We're emailing based on their engagement with us or our messaging or whatever. And if they're cold, we want to switch it up. We want to dial them, a 10 lines at a time and connect only when they answer the phone or send them an emails and text messages that act as big and trying to get them back into the warm lead modality that we're using before. All right. Congratulations. You've reengaged cold lead you connected with your warm lead. Uh you qualified them and they are interested in moving forward. And now we are talking about perhaps the most important phase of the whole sales process. The handoff the handoff's, really tricky. I for those of you who have dealt with like BDR teams and inbound AE teams and the transition between them, this is like we're a lot of times that baton we picked up there. I think it's dropped because you have an outbound lead and someone is really excited about your BDR. Just brought it in. You're SDR just brought them in there a super excited and then you've got an AE who's got 60 of these things and they okay another one. You know what i mean and this one looks less qualified than the one. I talked to before and they're like all fitted into my schedule and now what you have is you have a super engaged lead talking with a super warm. Excited. SDRV yard and they're encountering. This kind of cold area of water. That is the AE, right? What we want to do is we want to make sure they pick it up right away. They are able to actively coming in and treat them as if they were hot and warm rather than put them in their staff at existing leads and get to them when they get to them. Exactly. So there's two main ways that we see this handoff being facilitated. We're going to talk about both because sometimes they're both necessary depending on the process. And so scheduling the demo A rep is not available to speak right now. So we're going to use a team calendar to find the next available. Appointment that works for the lead, and we're going to book that time and there's actually some probes and constitute in this. So the pros are that now the closer, the usually, an AE has some time to prepare and really tailor their message to the the prospect based on what we've learned about them so far. The fear here though is the coveted no show, you really don't want to have that happen and we actually mitigate that with Tina or sms so we can do a scheduled kicksty SMS. Reminder, before the meeting happens scheduling a demo is so is so scary because again, you've got this warm lead, they're on the phone with the bbrs dr. There's super excited. They want to learn more and they haven't yet visited your competitors website yet. And what you're doing is you're taking that lead, it's super warm. It hasn't looked at alternatives and you're like, let's schedule time. Oh next thursday at 10 am in the morning. And now you've got this gap of time for them to look for alternatives for them to find the one or two angry customers that are really vociferous on that g2 review site to suddenly decide that, hey, there's another competitor that looks at never heard of before, it's based In some in some country with poor support. And it doesn't look like they have many customers, but they're so cheap, they're so cheap. They're like half of the cost of the other service i'm looking at, right? So we don't want that. What we what we would love to have is a warming handout, but if this has to happen, and sometimes it does that mean, look right now, this is the year of efficiency for, for most of you guys, right for us as well. And so it hasn't meant hiring an overabundance and over indexing on sales reps to deals to. Make sure there's always one available right away. What is meant is trying to really maximize the ratio of rep to deal and trying to make sure that we're not, we're you know, our knees aren't over our skis uh to speak. So instead when we want to do is we would love you some automation to keep that lead warm if it is going to be a couple days, two days, even 24 hours before rec gets on the phone with that lead, we want text messages, we want content being dripped out to that lead. So they stay focused and engaged on us in our service. And at this point, it is okay for that text message to come from a direct rep. I find that as most helpful when that text message comes from, Direct phone number of the actual AE themselves. That way, if the lead does need to reschedule for whatever reason they can reply back, it goes right to the right person and they can sort of work out. Better time from there. Yeah. At this point we want, we don't want these text messages and emails coming from info at kickst.com. We want to come from all though, it kicksy.com right? Because people want to talk to people. I i experiences anytime i call in to try and get support from something and i'm forced to talk to like a bot or a giant iVR with pressed button options. Like hey, everyone's wax zero on their phone as much as possible to try and get you a live person exactly what we want to talk to and you want to be able to have a cohesive conversation so that if i come back in the conversation i don't have to restate. All of the information i gave the last time i was talking to somebody, so we want to assign that lead. We want to make sure all the communication calls texts emails, they're all coming from that individual rep at this point and not from a generalized inbox. That's exactly right and now the second uh, method of transferring is a live transfer. So again, speed the lead next available agent Rather than hooking through the entire case of directory to find someone who's available right now. Let's just send it to the entire closing sales team, which we can do right here through the directory and that way. Once again, just like the skin to use case from earlier, whoever's available can answer right now and make that warm handoff while they're most engaged. This is great. This is like the best case scenario. So, you've got that excited BDRSDR, they've got to deal on the line, they're ready to go and they can transfer it right over to our live, a And then what we want to make sure happens is that lead gives assigned not to the SDR VDR that can get tagged on it as yet surf, BDR. So they can get their their meeting for the month. But instead, you want to make sure it's assigned to the AE, right? Because that's going to be the person handling it right now from here on out. And finally, we get to attribution. So we want to make sure that everyone's getting credit for their efforts and we also want to make sure that the CRM is getting updated based on what's going on. So go ahead and log a hubspot call outcome from kicksy power call and both reps, have you doing this? If a transfer happened? If it's all combined to one role and that person just needs to log it, outcome to indicate what happened on their call. And that way, you can assign your prospector to some kind of a custom ownership field like SDR or qualifying rep. And then the respective closer can also log a separate outcome that can indicate to the CRM, how the conversation went, and then become the assign AE from there. My um, my CEO actually caught me something really important. Actually, i think he's here, Jeff here. He's right over there. So anyway, Jeff taught me, something really important when we wouldn't. I first started in the leadership role. And that was that, if you've got somebody who's great at one thing and they are not so good at other things, let's get them a role that focuses on the things are good at as opposed to spending eight of time and energy trying to level up what's what they're a data into a b plus instead that's focus on what they can go from an, A minus to an, a plus set, right? And sales reps. Let me tell you they suck at inputting down into the CRA, they just do. For those of you sales reps from kickstie team, we were listening to this live. I apologize. We're not. I'll put myself this category, too. I was terrible at it, but you focused on closing deals. There's no incentive for us to put that data into the crm. It's all for the manager. It's not going to affect my commissions at all. It's just extra work. That takes me away from closing deals. So rather than continually crack whip on sales reps and be like, hey, make sure you enter down into the zero, everybody under data to the CRM. We're going to have a pit. We're going to put on a pip if you don't enter down this here, that's just automate that. Let's take it out of their hands, man. It's focus on what they're good at. They're really good at bringing deals in closing them and they're really bad and entry down in the CRM. But the great news is it helps about workflows. Let us automate a lot of this deal assignment. A lot of this deal qualification data right away based off of an outcome of the call. So after they get in talking the person, they just log a quick outcome and kicksy and all of a sudden it's going to fill in all the stuff they need that. We normally have to qualify that lead for it, which is great. That way, they comply. We don't to bug them. That's a sales leaders. You're conservative metrics. We get the metrics you want and they get the extra time. They want to close the deal. So, Knowing when Nicole is important, knowing when to reach out is vital, It's also good though to know when to stop calling. When you've actually, Connected with them, they're vetted. There are newly paid customer in the last of they want is to get another call from your team trying to set up a demo for the thing. They just bought. So now let's just talk about some guardrails to ensure that doesn't happen. Yeah, this is like at once you've got them and they're excited, i see this happen a lot. I've been subject to this too where like all right? You've got me. I'm already in the sales process of talking to somebody, maybe even bought. And i continue to get this email address or this text message trip about a significa right now. Hey, to go to kickstie.com is a new offer. I'm like, dude, i'm already engaged with you, just stop, just stop with the stuff. How do you not have the ability to just end this on your own without me having to contact you and me getting upset? So let's make sure we do that. So we hear that door call sms and email drip campaigns. They have workflow goals status has changed, they became a customer or they're not interested, or they're not qualified. All of those should be goals and that can be represented by a deal stage by a leaf status, whatever makes sense for you. But we also on top of that power dialer, use case for when those leads become cold and they might be in more than one powerless at a time. So let's take all those workflow goals that we set up and create a separate workflow where those workflow goals now to become a workflow trigger. And then the action step will be very simple, just remove from all power lists, that way, we'll ensure that we're not trying to call you through any channel and make sure that that experience doesn't happen for your customers. Cool. The great thing about hotspot, you got goals right in the workflow. So there's no reason why you shouldn't be able to stop those tags. Stop those emails. Stop those automate calls. Absolutely gets to a certain stage in the process that can be a stage where they're like, hey, i don't want to talk to you anymore. Great. Okay. Lost like real lost deal. The last deal that we don't want to talk to for a bit or it could be somebody who closed and they're excited. Everybody about kick see, they're coming on board. We don't want to keep barraging them with outreach. We really don't To recap our leads are always fluctuating warm and cold the most important thing that we can do is recognize those shifts and have a process in place to handle, both do not forget that you're warm leads are constantly cooling. And if too much time goes on, they become cold. And make sure that you have a process in place to identify that and an outreach process to recover them and bring them back into the fold. Who i actually for new cutie, actually an interesting story. It's going to seem like, it's totally, i left field. But stick with me here for a minute. If i were as sometimes think about this, if i were like an alien and i came to earth and you asked me to guess which technology presage. I mean, which came before which technology text messaging or calling But i think i i get it wrong every time, i would guess the text messaging came first and calling came second. And the reason i'd say that is because text messaging, what is unidirectional, it's a one person. One person it contains a small amount of data across a set number of characters, and there's no totality. There's no voice modulation. There's no one flexion. It is one direction. Not five, not muted, directional. Bi-directional right. So I would always guess that came first and that calling where there is tonality there is inflection. There is people could even talk over each other that came latter. They'll be wrong, right? I'd be 100% wrong these days. I mean, me specifically in many of you i'm sure have migrated more to text than phone calls and why is that? I would argue the main reason is because of synchronicity to our schedule. I you know, when i text you i get to text you at a time that's convenient for me and you get to reply at times. It's convenient for you. And that one piece of data that one singular feature of text messaging out does everything else. It's why we're okay you know sometimes you have texting exchange and people get upset you get into an argument. He didn't mean to because there's no inflection because there's no tonality. But we're willing to accept all that, all the drawbacks of that, just because it's synchronizes with our schedule. So, when we think about our sales engagement stack, We want that sales engagement stack to synchronize with our customers schedule. Not be our schedule. We want it to be synchronized with their schedule because we know that's more important than it was anything else. So, when we think about, when we want to call or text or email, somebody just remember, it should not be an arbitrary time. It should not be an arbitrary day. It should be based off of a very engagement with our material and there's one thing to take away. I think from this presentation, it's that except when you guys create your outreach campaign, you should base it off. All the data. Coming into HubSpot, all the information you have about your customers, potential, customers schedule, and that based off of the yours schedule as a business. Awesome guys. It's been great talking to you. I know there's a lot of questions typically about workflows. We're going to be right out there. If you have a specific questions, you want to learn about how we do this, feel free to ask, take care, everybody.