Practical Strategies for Maximizing Simplesat's HubSpot Integration

This session in the Integration Series walks through how to get the most from Simplesat's HubSpot integration, hosted and co-presented by Cory Brown (CEO of Simplesat) alongside Elliot Fox (Head of Customer Success at Simplesat). It's a practical, product-focused look at how teams can centralize customer feedback, embed surveys directly into HubSpot workflows, and turn that feedback into action across service, sales, and marketing.

Key takeaways

• Combine your survey notification into the existing HubSpot ticket-close email rather than sending a separate survey email, so you avoid over-emailing and capture customers while you have their attention.
• Send the CSAT survey immediately when a ticket closes instead of waiting hours or days, since engagement drops as the interaction fades from memory.
• Survey on every interaction, not every fifth ticket, because you can't guarantee which interaction was the unpleasant one worth catching.
• Use CSAT and NPS together: CSAT measures each transactional interaction, while NPS captures overall brand sentiment when it isn't tied to a specific event.
• Build custom objects in HubSpot rather than just updating fields, because objects let you associate multiple feedback responses with one contact or company and trend ratings over time in dashboards.
• Make feedback visible across the company through Slack or Microsoft Teams integrations, including to developers who are otherwise far removed from customers.

What they covered

Elliot opened with why Simplesat fits HubSpot: centralized feedback management across channels, seamless surveys visible directly inside tickets and contact records, and deeper analysis than HubSpot's native reporting. The team supports CSAT, NPS, CES, and five-star formats, each suited to different use cases from service delivery to product experience.

Most of the session focused on delivery methods. External email embeds drop an HTML survey widget into existing HubSpot templates, direct email delivery adds Simplesat templates and automated follow-ups, and web embeds capture in-app feedback on websites or help centers. Event-based delivery via webhooks lets HubSpot workflows trigger surveys on specific customer events.

On data integrations, they detailed contact sync, ticket property mapping, and flexible custom field mapping for any survey question. Action integrations close the loop by adding notes, creating follow-up tickets, or assigning tasks to deal owners. A Spectrix customer story showed how richer survey formats surfaced qualitative insight even at 99% satisfaction.

The full recording and slides are available on request.