What Existing Smart Site Clients Could Be Missing 

Choosing Geo Pages vs Service Area Pages 

As noted in the Service Area Pages and Geo Pages descriptions, these two offerings are both designed to help clients be found more easily by consumers within their service or draw areas.  In general: 

• Service Area Pages are an add-on to Local Ranking, and are designed for “come to you” businesses, where the business travels to the consumer’s place of residence to provide the service (e.g. landscaping, roofing, etc.) 
• Geo Pages are separate from Local Ranking, and are designed for “come to me” businesses, where the consumer travels to the business’ office to get the service (auto repair, etc.) 

These guidelines are not absolute, and there can be exceptions.  One notable exception would be a legal firm which might utilize Service Area Pages even though the client would typically travel to the lawyer’s office to do business.   

Note that you cannot purchase both Geo Pages and Service Area Pages on the same account, although Geo Pages can be purchased with Local Ranking if there are no Service Area Pages in play. 

Additional Locations 

Hibu One supports businesses with multiple physical locations, enabling us to manage the Listings, Reviews and Reputation for each additional location.  This, in effect, means provisioning the legacy Online Foundation Solution (OFS) service (not including Assistant marketing automation) for each child location. 

Selling Additional Locations is appropriate when a business has multiple physical locations of the same business, which are marketed through the same website (e.g. an auto repair shop with 3 locations around a DMA).  It is not appropriate for a business owner who owns two or more distinct businesses with separate websites and audiences (e.g. a restaurant vs a party planning business).     

Selling Additional Locations requires a Hibu One Smart Site to be included as part of the service.  If the client opts out of the Hibu One Smart Site, you cannot add Additional Locations. 

When you sell Additional Locations, you must utilize the spreadsheet that is available in Salesforce/CPQ to provide the details for each location, in addition to adding the Additional Location(s) to the Order.  This spreadsheet must be included with the Order. 

When you sell Additional Locations, each of these locations will have a Location Page on the Hibu One Smart Site.  That page will by sync'd to that location’s Google My Business Page, so that business updates made via OFS will automatically be pulled into this page. 

Example site with Additional Locations: Howard Fine Howard Law.

My Inbox

My Inbox is a new feature of Hibu One which replaces the My Leads section of our Hibu Dashboard for Hibu One clients.  My Inbox significantly enhances the lead management capabilities of Hibu One for clients. 

My Inbox pulls in all of the most important marketing events for the business into one place.  That includes tracked call, text messages, chats and reviews.  These are all events which it’s important for the business owner to be aware of, and to react or respond to. 

In addition, My Inbox consolidates these events at the Contact level.  So, if a single consumer calls a business, texts the business, reviews the business, or chats with the business over the course of time, these different events are pulled together into the Conversation History and show as one communication stream.  This means that when the business user is looking at the most recent call from a consumer, they can immediately see the history and context of that event and be able to respond in a more personalized and informed way – without having to look up information in other systems first.   My Inbox also uses AI Call Summaries to make it even easier for the user to quickly gauge the importance of a new lead.   

My Inbox also provides one-click mechanism for the business user to start a 1:1 dialog with the consumer, via text, call or email, as well as to request feedback or a review from the consumer with one click.  This streamlines communication, saves time, and makes it easy to be responsive. 

Note that sending text messages from My Inbox to consumers requires opting into the Assistant RCF, and completing A2P Registration, which can be managed through the Connections page under the Info & Tools section of the Hibu One Dashboard. 

Instant Responders 

Hibu One includes Instant Responders, which are designed to engage a consumer who’s contacting the business, even when the business staff are busy or unavailable.  This helps to increase the conversion rate for new leads, as consumers are less likely to go elsewhere if they receive a response from the business they’ve contacted. 

Instant Responders can be turned on or off, and configured, in the Info & Tools section of the Hibu One Dashboard.  They can be set up separately for each of missed calls and text messages.  Missed calls are calls that are either not answered, or that are answered by voicemail (whether or not a message is left).   

In the case of both missed calls and text messages, an Instant Response is sent back to the consumer immediately in the form of a text message.  The contents of this text message can be configured in the Hibu One Dashboard. 

Instant Response messages appear in the Conversation History of My Inbox as part of the communication stream, so the business user always knows whether the consumer has received one.  Sending an Instant Response often leads to the consumer texting back to the business, and such texts also then appear in the Contact History stream. 

Using Instant Responders requires opting into the Assistant RCF, and completing the A2P Registration, which can be managed through the Connection menu in the Info & Tools section of the Hibu One Dashboard. 

Call Summaries 

Hibu One utilizes advanced AI technology to analyze each recorded phone call and extract the purpose and a brief summary from each call.  [Note that this use of AI is under enterprise terms which protect the client and consumer’s data from being shared or used to train the AI LLM.] 

Call Summaries enhance the utility of My Inbox by making it even easier for the business user to see what a call was about, whether it’s valuable, and how important it is to respond.  Instead of having to listen to a call recording, or read through a text transcript, you can see at a glance what the consumer is calling about and – if the call was answered – what was discussed. 

There are two elements of the Call Summary feature: 

• Call Purpose, which is a very succinct statement of the reason for the call (e.g. “Request for a towing service”).  The Call Purpose appears in the Conversation List section of My Inbox, associated with that event. 
• Call Summary, which is a (typically) 2-3 sentence summary of the details and outcome of the call – for example, stating what service was requested, what if any pricing was discussed, etc.  The Call Summary appears in the Conversation History section of My Inbox.  Users can still access and search the entire raw transcript of each call, as well as listen to the call recording. 
• Call Summaries are only available for calls which are tracked and recorded, so the client must have RCFs enabled and recording on.  As a result, the Call Summary feature is not available for HIPAA businesses. 
  

Guidance: Adding Performance Products to Multi-Location 

Hibu One supports the capability to manage multiple physical locations (see Additional Locations).  For clients with multiple locations who want to drive additional leads to their business using Hibu’s advertising services (Search, Display or Social), there are two ways to approach this: 

1. Add the performance product(s) to the Hibu One Parent location, and use the ability to run multiple geo-targeted campaigns within each ad product to drive leads to the distinct locations. 
2. Add the performance product(s) to each location separately – which entails selling each child location as a distinct Salesforce account.   

In most scenarios, selling performance products to the child location(s) as a separate account will be the preferred strategy. Separate accounts allow for unique budgets for performance products by location, providing our clients with location level reporting, location level lead tracking and more flexibility to manage their Hibu marketing. 

Benefits of selling child location(s) as a separate account:  

• Dashboard reporting by location.  
• Increased Flexibility: Manage budgets, start dates/end dates by location. Turn up/down budgets based on need by location. Start/stop performance products based on location need.  
• Performance results and lead results exist at the child account level.   

Cons of selling child location(s) as a separate account:  

• Requires more time to review reporting details and manage your Hibu marketing. (For example: No single rolled up view of lead performance).  
• Performance variance. It's possible that one location might outperform another - leading to questions or concerns from clients.  
• When making changes to one location we need to consider if those changes impact the ads and ad copy for other locations. While this is true even if sold all under the parent, navigating across accounts leaves more opportunities for human error.  

When would I sell performance products for multiple locations all under the parent account? 

• If a client doesn't care where lead volume originates from and just wants to manage a single performance budget.  
• If a client is ok with, or prefers, that performance budget gets shared across locations.  

Onboarding Considerations 

If you sell Hibu One to a multi-location business and separately sell Hibu performance products to one or more child locations, you will likely want to consolidate the consultations.  You should notify the DSC at the time of consult that you have multiple accounts to do together.  This will Be accommodated if possible.  Try to avoid doing such consultations late in the day, when the DSC may run out of time. 

When performance products are sold to a child location, and the parent location has a Hibu One Smart Site which will be the destination for those campaigns, Operations will not set the child location performance product live until the Smart Site is set live – same as with the parent location, or a standard non-multi-location account.