Been using Hatch for about a month now and getting a very strong response rate from our customers. It is helping to revitalize stale project communciation, and better maintain existing communcations to close more projects.

Built in API to connect our existing CRM system to Hatch in order to build automations that start campaigns in the background automatically.

The boards can get a bit overwhelming and messy without much visual customization.

Our customers are contacted within seconds of submitting their lead requests. We are able to provide them with a consistent look and messaging. We are able to Automate, follow-up processes, automate nurture campaigns, and automate confirmation and verification of scheduled appointments. As well as many other parts of the process, from start to finish. The team at Hatch has been exceptional to work with, always willing to listen and looking for feedback on how they can improve how we use their platform.

The speed and efficiency with which Hatch has allowed us to respond to our customers, and manage their customer journey automatically, and get them the proper messaging for all phases of their project has allowed us to grow rapidly without needing to add as many employees as we would have needed to before. We also have the confidence to know that we are not forgetting or missing out on sending messages to a customer when we said we would.

The two biggest issues we have with Hatch so far are;Controlling what data is important and what data is not important to our various campaigns. We use multiple platforms connected to Hatch and sometimes they step on each others toes.The ability to fine-tune our specific availability of when we would like messages to go out, or when we would not. IE, holidays and days were the office is closed.

I would have to say my over all experience will Hatch was not horrible but not worth the money we spend. First they over charged us for our first year of usage by charging us the start up fee every month. I am still waiting to get my credit back from them on this. I also had several different "Customer Success Managers" managing my account but I had to reach out to them several times to get anything done and most of the time I was directed back to the support people. I am not sure why this platform cost so much as there is not a HUGE amount of customer support. We did get decent responses from Customers through the platform but cant justify the cost when there are several other platforms with more customer support and more visibility on how it works. I also had been reaching out to my customer rep who I guess left the company without any notice to her accounts or even an automated message that the email is no longer being montiored. I would have to say every since we told them we were no longer going to be using their services I have not been able to get a straight respond. I was told I would not see any charged from Hatch after 10/17 but there was one on 10/28 but I was told that was for October not November. I no longer have access to log into the platform to verify that this is infact the October not November bill and that is not included on the payment. I would have to say this has been expremely painful and the company still owes us money and an explaination.

I liked that I was able ot easily text people from my computer. I was able to send alerts to my team letting them know of new appointments but also hear feedback from customers on how the inspection went or where they stand on their project.

I did not like that I do not have any control or visibility into what is going on with my campaigns. I had an issue where my API for our CRM was no longer active and it took me digging into it to realize that none of my cusotmers were going into my campaign. No one on my account said anything about the drop in activity. (I was also getting married so I was out when this happened and missed a good amount of customers in our summer months)

I feel Hatch is a great software that fills a the gap for many industries that need to automate lead source followup. I can't imagine a better lead source software.

This follow up software integrates with our CRM and works flawlessly. It sends text messages and emails to lead source until they respond. This way, our cleaning company is sure to let potential customers know that we REALLY want their business. It also gives us a chance to offer further discounts or give extra attention to get the potential customer to book our home cleaning service. It is simple to use and and very useful. The support staff is very responsive.

The price tag for my small company seemed a little more than I really felt comfortable paying. I feel many of the people that contact via Hatch would have called us back anyway. The follow up could / should be done by my office staff. When the COVID -19 crises hit and our company lost 70% of revenue I felt I really needed to put a pause on Hatch until business was back to normal. The staff at Hatch was understanding and was prepared to pause billing until pandemic is over. Alternatively, I asked if they could target all my customers (inactive and active) about 27K contacts. They worked hard to put together a strategy to contact everyone in our data base. I sincerely appreciate their willingness to adapt to the crises and help get people scheduled. I have searched extensively for another platform that can do the same thing for a lower price tag without success. I am confident that Hatch is worth the money, especially since they were so abiding when the sh!t hit the fan with Coronavirus. I look forward to seeing how Hatch evolves.

Our Hatch implementation was one of the most painless software implementations I have done.

The implementation team was on the ball, and we had to do very little in order to get migrated from our old platform. The UI is very simple and easy for our call center to understand.

Hatch is still a somewhat young product, so there are some more features that the team could work on developing to make sure it scales with our business. Overall they have been very responsive to our feedback, and we are one of their more enterprise customers.

If you want to deal with an app that you cannot configure yourself, stay away. You are dependent on hatch to do everything for you. I also felt that hatchs' support people were not really knowledgeable about what their own website/KB outlined. I had to correct people, send them links to their own KB about app features.

I really liked the chat-to-text feature.

The downsides are that this app is faking it until they make it. It is a half-baked tool that cannot be configured by the end-user. Everything from campaigns to workflows has to be done by hatch after going through their many 30-minute, weekly onboarding calls. We paid a total of two months ($250/mo) and the only hatch "strategy" that worked was the chat-to-text feature in their "speed to lead" strategy. After a month of their onboarding, the following strategies were still not up and running: sales follow-up, customer experience, nurture and reviews. You cannot demo this app on your own, it is actually done expertly on their demo call. On this call, you get to see all the bells and whistles and I was convinced this would be a great help for our service business....until, the onboarding starts and you immediately get the sense that 1) they are short-staffed 2) customer service reps don't know what their website and knowledge-bas state 3) onboarding calls could have been reduced to one call, instead of rushing through 30-minute, weekly calls, before you are scheduled for another call a week down the road. You have to sign a contract. If you dislike hatch or hatch does not follow through on the work that needs to be done on their end, then you are out of luck and stuck in a contract. We are currently disputed this with our bank as hatch is quite unreasonable about their own limitations and utter failure to set us up with what they promised.

It was great in the beginning because it sent a lot of text messages so it created a lot of conversations with old leads. The problem was it also sent the same message to old customers that I already sold and was confusing some many, I had to call them and apologize. The phone calls was another problem, calls were getting dropped and you can see customers phone numbers on the mobile app. When I tried cancel the service they wanted 60 day notice, they wanted to milk me for another $1000. I could understand if I was only with them for a couple of months to re-coup their cost, but I have been with them for almost a year.

Sent out a lot of text messages to new and old customers

it doesn`t connect well with CRM data. It was sending message to old customers, like I never sold them. I Dashboard is so confusing and hard to manage the replies from customers. Even after I was texting back to customers the system would send a text. In the beginning response rate was good then it when down hill fast.

Thus far, it has exceeded my expectations from functionality to the level of responsiveness and customer service that I have received from [SENSITIVE CONTENT HIDDEN], she is a rockstar for sure!!

Integration was simple and smooth, zero issues or concerns with that. I utilize Hatch daily( all day) to supplement and reinforce our call center efforts and have found it to be unbelievably effective in not only generating new interest that would have cost substantially more through normal call center procedures but also to validate upcoming appointments. I really love the new voicemail drop system and anticipate it being another valuable tool that we can add to increase to our monthly sales.

I do wish there was a feature for us to set up for an internal chat to communicate to all members of our team collectively. Also, I wish there was a full integration with our lead tracking system, lead perfection- it would save me quite a bit of time of updating statuses into both systems.

It's been a good experience. I've learned a lot about the website and how they build campaigns.

I like that we are able to contact customers not just by phone, but through email and text message now.

There are times when the database glitches and the whole site will crash. But the support team is always on top of it and great to work with!

Good, just frustrated with hopping back and forth from platforms

Very intuitive interface and do a good job keeping things organized

Wasn’t able to get the information or data out of the app very well to integrate with the other programs in my tech stack. With some more complete integrations could be great

Definitely helps to generate new sales leads for my employer.

Product easy to use! Very user friendly, and I enjoy using it!

I really have no complaints at this point, definitely helps me do my job!

If you are a large business, find a company with better support. Hatch will not be the right fit for you unless they make serious changes internally.

I love the automation for following up with leads and the ability to make drip campaigns. Navigation of Hatch is very easy for any user to pick up. Organizing customers into a pipeline is a breeze.

If the software isn't working with your implementations it may take weeks or months for Hatch to find a solution. In order to get anything done, you will need to relentlessly follow up with their team until they respond. Internally, they do not have procedures for implementing integrations or ensuring those integrations work. Hatch has made several large mistakes that have caused serious issues for our team. I do love the software but between the lack of communication, the big mistakes, and slow response times, I couldn’t recommend this software. Hatch needs to restructure their internal customer support, define how to properly handle implementations, and provide enterprise-level customer support that is available to resolve issues 24/7. They promise 48 hour response time, you will not receive this. I have multiple emails threads showing no response from their team at all after multiple attempts.

The thing we like most about Hatch is how our lead volume has increase, because of the custom message, dramatic increase in the response rate, and how quick and simple it is to set an appt by text and email with out calling and being dragged into a long drawn out conversation.

We’re so on top of every lead that comes in, we’re often ahead of the time it takes for the leads to sync with our crm, so in some cases we end up having to enter the leads manually.

Hatch is most helpful for taking the manual follow up to customers. We still make phone calls but being able to have voicemail drops for appointment reminders and after the appointment follow ups is extremely helpful. This allows my dialers to free up time for other tasks.

Some of the integration fields can be tricky to work around depending on the CRM you are using.

Hatch has been a GAME CHANGER for our business. We are able to reach so many more customers in a timely and efficient manner with Hatch. We still make phone calls, but the extra touch points to reach out to potential customers, or to confirm appointments with current customers has been invaluable. Plus, their customer service is wonderful.

There isn't much to complain about, but just going through the usual trial & error process to get things tweaked just the way we needed them to be.

Love it! - Would recommend!

The ease of use to "set and forget". The software makes it easy to setup specifically how you'd like to reach out to customers and stay in contact.

Setting up audiences and campaigns can take a while to do right. The templates do not apply to us all the time so we "start from scratch" most often.

Highest marks for how easy it was to get set up and get questions answered

I am part of the integration team, who sets up our interface with Hatch. Their support was uber-responsive, and easy to communicate with. The documentation got the project off the ground easily and quickly. Even changing versions was done in less than a day.

Nothing really, but I'm just in charge of integrations.

We are able to more closely monitor our communications with prospective and current clients. It opened the door to be able to reach out faster and communicate more effectively externally as a business.

Hatch is an amazing tool to connect with your clients. From set up to integration with existing apps/CRM's they've got it down to a science. If you have a question or need help, they're always available and ready to jump in. The ease of use is fantastic as well.

It's very easy to use and navigate, it would be awesome if a few things could be a bit more "user friendly" behind the scenes; but most day to day users won't use those features.An overall search would be awesome too; to be able to find a keyword mentioned or a name beyond the imported customer info.

This helped us reduce client dissatisfaction with us not reaching out to them through the project

Love that it helps keep us in contact with clients

Setting it up and getting campaigns running, but they have a great team that will help you

Very easy, the set up was quick. [sensitive content hidden] is great on communication with our team and ensuring we are set up for success! I was given all the tools and knowledge to change or correct just about anything for Hatch and if I run into an issue or have a question, I know I'll get an answer soon!

We loved the automation of the program, the prompt response time from the customers filling out the lead inquiry form online to us getting a notification that we received a message.

The mobile app is not the greatest, but we all use the website primarily in the office

Signed up for the instant connect with Home Advisor leads. Hatch was supposed to communicate with my CRM to stop follow-ups. Once an appointment is booked which it did not do and only caused Angry customers who kept on receiving notifications, even after an appointment was booked with them. Tried multiple times to get it resolved. I was not impressed with their program at all so I wanted to cancel, but I’m locked into a year contract so I will be paying $700 a month for a year for a program I am not going to use.

I liked the idea of it. But that’s all it is an idea.

It didn’t work as expected, very little support from account manager, once you get locked into a year agreement, you are on your own with any issues you have with the program.

My overall experience with Hatch is great. I had to use customer support yesterday and I got a reply in seconds. As a business we always struggled staying in contact with past customers and recent proposals sent. If a week had past that person was never contacted again unless that reached out. With Hatch I am now able to keep in contact with just about every and get jobs closed quicker. I has helped alot.

What I like most about Hatch is that I can now reach customers quicker through email, calls, and texting. Then I can categorize my conversations and move them until the job is sold, contact in the future, closing out project.

I can't even think of something that I dislike about Hatch.

I truly appreciate the onboarding experience that I had with Hatch. I was assigned a representative who stayed with me until I was ready to be finished with onboarding. Within a week of saying I was ready to move off of the onboarding status, my next account manager had already reached out to set up time to meet.

The only complaint I have is that the phone feature in Hatch does not record calls, but I was already advised that this is a future enhancement they are looking to add.

I didn't like anything about it. It basically did the same things that we already do with Service Titan. It just felt like a waste of money for $900 a month.

Our sales pitch with them. [sensitive content hidden] was my sales rep and on the call he called me combative because I told him that our company doesn't really need Hatch. He said I was a waste of a meeting. He was incredibly rude and talked down to me the whole meeting. Steer clear of this company.

It's hard to imagine our business before Hatch. It has opened up so many new doors for us.

With Hatch I can contact specific groups of clients instantly and regularly.

Their customer support is very thoughtful and helpful. Any small issues I've had have been addressed promptly.