# Hatch Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Hatch the right Customer Communications Management solution for you? Explore 39 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/174914/Hatch/reviews --- Hatch 3.6 (39) [View alternatives](https://www.capterra.com/p/174914/Hatch/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Hatch Ease of use 3.6 Customer Service 3.5 ## Pros and Cons in Reviews LA Lisa A Office ManagerConstruction, 51 - 200 employeesUsed the software for: 1-2 years. “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.“ May 8, 2023 BB Bill B CEOConstruction, 11 - 50 employeesUsed the software for: 6-12 months. “Not all of their integrations worked and they couldn't fix them.“ January 14, 2025 CB Cori B Office ManagerConsumer Services, 2 - 10 employeesUsed the software for: Less than 6 months. “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.“ April 26, 2023 TH Tom H OwnerConstruction, 11 - 50 employeesUsed the software for: Less than 6 months. “Customer Service Horrible - Avoid getting - they will charge your card first - they are not interested in long term relationships. “ October 18, 2023 JH Jeff H Call Center Manager-Supreme CommanderConstruction, 51 - 200 employeesUsed the software for: 6-12 months. “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.“ April 30, 2020 CJ Cassie J Customer Experience Manager Construction, 11 - 50 employeesUsed the software for: 1-2 years. “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.“ November 29, 2022 JH Jeff H Call Center Manager-Supreme CommanderConstruction, 51 - 200 employeesUsed the software for: 6-12 months. “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!!“ April 30, 2020 CJ Cassie J Customer Experience Manager Construction, 11 - 50 employeesUsed the software for: 1-2 years. “I would have to say this has been expremely painful and the company still owes us money and an explaination.“ November 29, 2022 ## Showing most helpful reviews Showing 1-25 of 39 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RL Rachel L. Inside Sales Construction Used the software for: 2+ years ### "Easy messaging to clients" December 17, 2025 5.0 Hatch has been very helpful in sales, sales follow up and speed to lead inquiry's. Making sure that the client is responded to quickly Pros Easy of texting or calling clients. The automated campaigns are really easy to use/set up. Once you have a campaign set up, the system works on it's own to pick which clients get launched into the campaign, and when to call them based off of your set up for the campaign. Being able to send texts, emails, calls and VCM drops.. Cons There is no file system for old campaigns, just delete or Archive but you aren't able to archive at the user level. Review Source DM Drew M. Controller Construction Used the software for: Less than 6 months ### "Hatch review" April 25, 2023 5.0 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. Pros Built in API to connect our existing CRM system to Hatch in order to build automations that start campaigns in the background automatically. Cons The boards can get a bit overwhelming and messy without much visual customization. Alternatives considered [SalesLoft](https://www.capterra.com/p/157977/SalesLoft/) Reason for choosing Hatch Salesloft is more business to business vs busienss to consumer. I wouldn't recommend Salesloft if you're dealing with a consumer. Review Source VR Verified Reviewer Owner Construction Used the software for: 6-12 months ### "Terrible Product and Leadership Team " December 18, 2025 1.0 I would never recommend anybody to use this software. We were told that we could expect an increase of 15% in our appointment sit rates, we didn’t see any increase, spent 15 grand on the software, and they wouldn’t give us any sort of rebate for wildly missing the mark. Pros Nothing. Massive waste of money. I can’t stress enough that nobody should be using this product if they’re trying to get any sort of value for their money. Cons Do not use this product. It does not increase sit rates, the AI isn’t great and they do not stand behind their product. Alternatives considered [HighLevel](https://www.capterra.com/p/177156/HighLevel/) Reason for choosing Hatch Hatch promised the most functional AI and sit rates that were 15% higher than what we were currently experiencing… That never happened Review Source KD Krystina D. Franchise Call Center Support Agent Consumer Services Used the software for: 2+ years ### "Hatch is a great marketing tool for business owners." January 6, 2025 4.0 Overall, mine and my team's experience with Hatch has been pleasant. Pros I enjoy that you are able to send marketing messages to a vast amount of customers at the same time. The layout of everything is simple and easy to understand. Cons I do not like the updated switchboard - it is a bit of a learning curve. Sometimes there is a delay in sending messages. Review Source RO Rami O. CEO Construction Used the software for: Less than 6 months ### "Hatch Missed the Mark – Poor Integration and Weak Results" July 17, 2025 2.0 We gave Hatch a shot hoping to streamline our lead follow-up process, but it ended up being more of a hassle than a help. The onboarding lacked structure, and we had to chase down support just to get basic answers. One of the biggest letdowns was that Hatch never successfully connected with \[sensitive content hidden\] (Angi Leads), which was a critical part of our workflow. Despite multiple follow-ups, the integration was never resolved, costing us valuable leads. The platform itself felt clunky, and the automation sequences didn’t perform as promised. We saw no significant lift in conversions, and the AI personalization features felt generic and ineffective. Bottom line – Hatch overpromised and underdelivered. We expected a turnkey solution and instead got a disjointed system with poor support. Would not recommend unless major improvements are made. Pros Hatch had a clean interface and a good concept—automating follow-ups across text, email, and voicemail could’ve been really useful if fully functional. Cons What we liked least about Hatch was the lack of reliable integrations and support. The system never synced properly with \[sensitive content hidden\] (Angi Leads), which was a key part of our lead pipeline. On top of that, support was slow to respond and often didn’t provide clear solutions. The whole experience felt like we were beta testing rather than using a polished product. Review Source KS Kurt S. Owner Construction Used the software for: 6-12 months ### "DON'T DO IT!" March 19, 2025 1.0 We feel misled and taken advantage of by a subpar product, marketed and sold as a premium service. Now that we signed up there is no way to cancel. The language used in the follow up to customers created a false identity "Sales Manager" which we do not have. Pros The belief that it was different and would work because of unique approach and persuasive language and multiple follow up mediums. Cons Implementation was slow, customer response was negative and in many cases customers were angry, there was poor training and instructions on how to tweak settings to make the experience better for customers, cost is very high and there is no way to get out of contract. Review Source BB Bill B. CEO Construction Used the software for: 6-12 months ### "Buyer beware!" January 14, 2025 1.0 High pressure sales, long contracts, not honest. When I signed up I told them I would be selling my company soon. After I sold, they charged me $1500, even though I informed them in writing ahead of time. They said in order to process the refund they would need to talk to the new owners. I connected them to the new owners, and hatch ghosted me. In addition, some of the integrations never worked at all, and the AI would just make things up a I found it lost a good amount of leads. Pros I liked that they had an integration with ServiceTitan. Cons Not all of their integrations worked and they couldn't fix them. Their chatbot took awhile to setup and gave my leads incorrect information. Review Source VR Verified Reviewer Owner Consumer Services Used the software for: Less than 6 months ### "Hated It. Underwhelming. Doesn't work. Don't sign their contract." July 9, 2022 1.0 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. Pros I really liked the chat-to-text feature. Cons 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. Review Source Eddie E. President Construction Used the software for: Less than 6 months ### "Beware of working with Hatch!!!" August 12, 2022 1.0 They misled me about their JobProgress integration (It lacked features they told me it had), and their support was non-existent. Could never get ahold of anyone. When I finally got a response from them I found out that I had signed a contract with them that I can't get out of. Also Hatch's automations were very annoying to our customers and leads, they were way too aggressive. Pros Nothing, Hatch over promised and under delivered. Cons They said it would integrate perfectly with my CRM and it didn't. Review Source Ben H. Owner Construction Used the software for: Less than 6 months ### "Criminals" May 5, 2022 1.0 Cons Misrepresented service. Was unable to implement. Cancelled agreement 3 days after initial signing because sales rep lied about logistics and implementation ease. Hatch refused to acknowledge cancellation. Refused to return emails. Continued to charge the card. Dispute now lies with AMEX. Run for your life from these criminals. Review Source LE Leah E. Marketing Coordinator Architecture & Planning Used the software for: I used a free trial ### "Bad Customer Service" February 8, 2024 1.0 Pros 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. Cons 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. Review Source LR Leah R. Marketing Manager Construction Used the software for: Less than 6 months ### "Overpriced+ Messenger Software" July 23, 2021 1.0 If you understand the value of software and how technology works you will shortly understand there is absolutely ZERO value in this technology and it's a complete waste of your money. If you are interested in nurturing your lead you can utilize a basic chrome extension to do what this software does. I signed up for an agreement and was told if I wasn't happy with the service I would be able to cancel my agreement because the owner values the relationship and believes in the value of their service. That actually didn't turnout to be the case and is now not being honored. I'm not a fan of working with people who don't keep their word. Do more research before you pull the trigger on this one. Pros It's simple software. It has an updated SSL Cons The Price doesn't match the value The customer service is slow and non responsive after you've signed up The people don't care about you once you're locked into a contract. Reason for choosing Hatch I wasted time and money going with hate Review Source ST Sandra T. Owner Construction Used the software for: 6-12 months ### "Write A Review" May 19, 2020 5.0 Its been great & the customer service is very helpful! Pros It feels like I hired another person! Very helpful software. Cons there are some glitches... its getting better though Review Source RT Ray T. Contact Center Director of Operations Construction Used the software for: 2+ years ### "A tool that we could no longer live without." April 26, 2023 5.0 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. Pros 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. Cons 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. Review Source BB Bob B. Digital Marketing Manager Construction Used the software for: 2+ years ### "Hatch Fan" April 25, 2023 5.0 Pros 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. Cons 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. Review Source CJ Cassie J. Customer Experience Manager Construction Used the software for: 1-2 years ### ""Benefits" Of Hatch" November 29, 2022 2.0 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. Pros 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. Cons 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) Review Source SZ Steve Z. President Construction Used the software for: 6-12 months ### "Over Priced" June 17, 2023 1.0 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. Pros Sent out a lot of text messages to new and old customers Cons 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. Review Source JN Jay N. Director of Operations Construction Used the software for: 6-12 months ### "Implementation is a nightmare for large companies, scarce customer support. " April 26, 2022 3.0 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. Pros 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. Cons 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. Review Source MF Monica F. Team Lead Wholesale Used the software for: 2+ years ### "Hatch Business Needs" June 1, 2023 4.0 It's been a good experience. I've learned a lot about the website and how they build campaigns. Pros I like that we are able to contact customers not just by phone, but through email and text message now. Cons 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! Review Source TD Tiffany D. Director of Customer Service Construction Used the software for: 2+ years ### "Easy to use and customize" May 3, 2023 5.0 Pros 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. Cons Some of the integration fields can be tricky to work around depending on the CRM you are using. Review Source LA Lisa A. Office Manager Construction Used the software for: 1-2 years ### "Worth Every Penny" May 8, 2023 5.0 Pros 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. Cons 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. Review Source CB Cori B. Office Manager Consumer Services Used the software for: Less than 6 months ### "Game Changing Tool For Our Team!" April 26, 2023 5.0 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. Pros 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. Cons 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. Review Source MH Matthew H. President Consumer Services Used the software for: Less than 6 months ### "Must Get Follow-up Software" April 24, 2020 5.0 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. Pros 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. Cons 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. Reason for choosing Hatch Hatch integrates with our CRM and overall is much user friendly. Review Source CJ Chase J. Owner Construction Used the software for: 1-2 years ### "Hatch is great!" May 5, 2023 5.0 This helped us reduce client dissatisfaction with us not reaching out to them through the project Pros Love that it helps keep us in contact with clients Cons Setting it up and getting campaigns running, but they have a great team that will help you Review Source PM Patrick M. Account Manager Construction Used the software for: Less than 6 months ### "Understanding Business to Customer Communications" May 12, 2023 5.0 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. Pros 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. Cons I can't even think of something that I dislike about Hatch. Review Source Similar Products Featured