Thanks for the note! As an organization focused on compliance especially around privacy regulations (GDPR/CCPA, etc) I can appreciate the need to include unsubscribe links in messages. Would love your feedback/thoughts on the below:
*I think requiring opt out links is definitely a best practice. As far as I'm aware though, Hubspot is the only provider that doesn't allow custom opt out links to be used? (Marketo, InfusionSoft, ActiveCampaign, etc).
*In fact I'd argue that this policy will ultimately drive churn of the HubSpot product, as well as drive an increase in GDPR (access and deletion), or CCPA (right to know, and right to say no) privacy requests being submitted. Let me explain:
Many companies have multiple systems that send email to their customers. If for example I receive a transactional email from JetBlue, and unsubscribe, after I take a flight I'll receive an email from Medallia (a survey tool). As a consumer I know that I unsubscribed, and so because I received another email I feel that JetBlue may be misusing the data it has about me. So therefore I will then submit a request for all of my info (which trigger jetblue needing to review all of their systems, find where my data lies, and then deliver it to me)..and I may then follow up with a deletion request which also requires additional leg work.
By not allowing a custom unsubscribe link you are enhancing this behavior. For example there are tools that integrate with all systems that send messaging to users, and propagates preferences based on a global preference center to any systems that send messaging. If Hubspot doesn't allow this functionality, I see that as a risk of churning to a system that does allow a better customer experience that uses privacy by design as it's guiding principles.
What do you recommend as the best next steps to figuring this out?