HubSpot is an innovator, with a strategic focus on providing its customers with the tools and capabilities they need to accelerate growth across the customer lifecycle. With that in mind, HubSpot recognised that adopting live experiences as a core element of its platform would be crucial to enabling more efficient, slicker collaboration and communication – ultimately delivering business value for customers in the form of revenue growth.
That process started with customer live chat, using a third-party service to provide the realtime infrastructure, but with big plans to build out further live experiences across its platform. However, it quickly became clear that the third-party they chose could not offer the QoS guarantees, nor the stability required to support the uninterrupted experiences HubSpot commits to delivering for its 120,000+ customers.
Freiert explained: “With realtime, there is no middle ground. If messages are dropped or delayed, the whole experience is broken. So, for us, realtime has to just work and it has to scale with our platform, because when truly live experiences like chat suffer issues or go down it affects all our customers and seriously impacts our reputation, so the criticality of this just working is much more magnified.”