We’re noticing that we have a lot of data being changed around in hubspot… I.e., someone will submit a form, and then submit a different form later, sometimes with a different name and sometimes with a different email. This is becoming a major problem for our customer service team to use Hubspot as a CRM, and for us to keep data consistent with our internal customer database. So I have a few questions I’d like to follow up on:
We set up a workflow alert to try to capture email/name changes. Workflow is “If form submission >1 and if email = known” to send an internal alert. Idea is that the “known” part trigger if something changes, as per this support: https://community.hubspot.com/t5/Lists-Lead-Scoring-Workflows/Can-a-Contact-Property-change-trigger-workflow/td-p/15104 . However, I’ve noticed that we’ve triggered that alert for someone who didn’t change their email (but did resubmit a form under a different name). Is there a better way to trigger this?
In order to make sure we’re associating the right data with the right customers, is there a way to create a new contact on every form submission (if the name or email are different), without turning cookies off? (cookies have been tremendously valuable to us)
2a. If yes, is there a way to “merge contacts” to deal with duplicates?
2b. If no, we’re looking into using jquery to “kill” a cookie on hubspot form submissions if a previously identified customer changes the prepopulated (“remembered”) name and/or email fields to create a new customer. Has anyone done this? Can you offer any advice on addressing this?