HubSpot Playbooks

What are Playbooks in HubSpot and how do you get the most out of them?

Working quickly and consistently? With a playbook, you always have the right call script or manual on hand. Want to explain to customers why your solutions are better than the competitor's? With a playbook you can explain that clearly. Taking notes during a phone call? Thanks to standard templates in your records, it's a snap.

Playbooks make the work of your sales and service teams a lot easier. Here are the biggest benefits:

  • Work efficiently with a unified approach.
  • Breaking in new colleagues faster.
  • Optimize internal processes.
  • Consistent communication to customers.
  • No more searching for separate files.
  • Always access to current information.
  • Insight into frequently used content thanks to reports.

In this article, learn what playbooks in HubSpot are, how to use them, and why successful teams can't live without them.

HubSpot Playbooks

What are playbooks in HubSpot?

A new colleague comes in, but there's not enough time to get them properly inducted. Result? Frustration for everyone. The new colleague feels lost, doesn't understand what is expected and doesn't get the most out of the position. This can even lead to an early departure. Recognizable?

You can prevent this with playbooks. A playbook is an interactive script in which you record valuable information about your organization. Think of processes, guidelines and useful tips. This makes work easier and more efficient.

What can you include in a playbook?

  • Key product features and USPs.
  • Answers to frequently asked questions.
  • Call scripts for sales and service teams.
  • Prices and discounts.
  • Competitor information.
  • Product comparisons.
  • Problem solutions.
  • Strategic information, such as negotiation opportunities.
  • Telephone recordings for training.
  • Procedures for audits.

You can enrich your playbooks with interactive elements such as videos, question and answer fields, images and links. HubSpot also offers helpful templates to get you started. Once you publish a playbook, it's instantly accessible to the right users.

Playbooks are fully integrated into your HubSpot CRM. You access them from contact, company, deal, ticket and custom records. So you always have the right information at hand and work efficiently with unified processes.

How does a playbook work in HubSpot?

Suppose Lisa works in customer service at a software company. A customer, Mr. De Vries, calls with a question about a problem he is experiencing with his account. Lisa opens the "Troubleshooting Accounts" playbook from his record. This playbook contains a checklist that allows her to quickly identify the cause of the problem.

Lisa asks pointed questions to Mr. De Vries and logs the answers directly into the record. She discovers that the problem is related to a recent change in settings. The playbook immediately provides her with a step-by-step plan to solve the problem. Lisa guides Mr. De Vries step by step while simultaneously noting the solution in the record.

Closing the call also goes smoothly. Lisa uses a standard snippet from the playbook to send a confirmation email to Mr. De Vries. That way he knows exactly what steps were taken and what to expect.

In HubSpot CRM, you manage your contacts in records. Here you'll find data such as name, email address, phone number and contact times. Whether you work with contact, company, deal or ticket records, you open playbooks directly from the appropriate record.

In addition to contact records, there are also records for companies, deals, tickets and even custom records (custom records). Are you using playbooks? Then you can easily open them from any record type. Whether you are in a contact, company, deal, ticket record or custom record, it works the same. Simply click on the playbook you want, and it opens directly within the record you're currently working with.

Playbooks for salespeople

For salespeople, playbooks are indispensable. They help you give prospects confidence by providing immediate answers. Topics you can include in sales playbooks are:

  • Frequently asked questions from prospects.
  • Common doubts and how to eliminate them.
  • Guidelines for offers and contracts.
  • Steps for effective sales sequences.
  • Negotiation opportunities.
  • Upsell strategies.
  • Scripts and sample emails.
  • Effective sales techniques.

By tailoring playbooks to the different stages of the customer journey, you ensure a targeted approach. For example, consider a playbook for following up on leads or a specific call script for initial introductory calls.

Playbooks for service teams

Customers today expect fast and excellent service. Playbooks help your team meet this expectation. For example, you can include:

  • Tips for improving customer relations.
  • Frequently asked questions and related solutions.
  • Scripts for live chats and phone calls.
  • Steps for escalation and de-escalation procedures.
  • Manuals and instructional videos.
  • Soundbites and templates for communication.

You also easily open these playbooks from records. Selectable responses allow you to log information quickly and accurately. For live chats and emails, snippets are available to quickly insert frequently used text.

Getting started with playbooks?

Looking to make your team more efficient and improve customer interactions? With HubSpot Playbooks, you can document workflows, scripts, and process steps to ensure your team is always prepared.

Need assistance with Playbooks? Get in touch, and we’ll help you set up and maximize this powerful tool today! 

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