How to Do Authentic Estimate Follow-Up at Scale [Webinar Recap]

This webinar brought together experts from Hatch, Siro, and improveit 360 to explore how home service businesses can turn estimate follow-up into a personalized, automated, and conversion-driving engine.

The discussion covered outreach strategy, personalized engagement, objection handling, and how these three platforms integrate to make it all seamless.

Read on for the skim-friendly recap. 

Watch the webinar recording here.

🎙️ The speakers

• Caelahn Bullen: Director of Partnerships, Siro
  Siro is a conversation intelligence platform that captures, transcribes, and analyzes in-home sales appointments. It equips reps and managers with insight into buyer motivations, sales performance, and missed opportunities.
• Brandon Thoms: Director of Sales, improveit 360 (EverPro)
  improveit 360 is a home improvement CRM built on Salesforce. It manages everything from end to end—including leads, projects, appointments, payments, and more— while integrating with best-in-class tools to automate the full customer lifecycle.
• Kristen McCormick: Head of Marketing, Hatch
  Hatch is a customer contact platform built for scalable 1:1 conversations across SMS, email, and live call — from pre-sale to post-sale — with AI-powered agents that drive conversions while reducing overhead.
  
  

🔄 How our three platforms work together

• Siro captures the in-home conversation and sends the transcription and key insights to i360 and Hatch.
• i360 uses those insights for reporting, scoring, segmentation, automation, and more.
• Hatch AI agents use those insights for super personalized estimate follow-up conversations.

More on that later.

📩 Estimate follow-up outreach tips: How to get the response

Presented by Kristen (Hatch)

80% of deals do not close in the home, and 43-53% of deals close on days 2-30—so estimate follow-up is crucial. But you can't win the deal if they don't respond to you in the first place. Here are the best practices to improve response rates:

• Use the right channels
  SMS is the most responsive channel, but a multi-channel strategy (SMS + email + phone) delivers the highest conversion. Lead with text, follow with email or call.
  
  
• Use a sequence
  Follow-up requires persistence. The best-performing campaigns in Hatch use 6–8 touches over ~7 days. Hatch’s templates show higher response rates with sequenced messaging (and pauses) across days.
  
  
• Use the right messaging
  Avoid “Just checking in.” Instead, open with empathetic, service-oriented language. Example: “My job is to follow up and make sure you had a great experience.” This approach is non-salesy, surfaces objections early, and builds trust.
  
  
• Pro tip: Follow-up from someone other than the in-home rep can open more honest conversations.

💬 Estimate follow-up engagement tips: How to build trust

Presented by Caelahn (Siro)

• Reference what matters most
  Follow-up should reflect the why behind the project. Emotional drivers (e.g. “comfort for grandkids”) create urgency and connection.
  
  
• Mirror the customer’s own words
  Repeating a customer’s phrasing shows you were truly listening. It builds trust and makes the follow-up feel intentional and human.
  
  Example: “I know that back room gets brutally hot in the afternoon…”
  
  
• Don’t over-personalize
  Avoid irrelevant or overly personal info (“Hope Bella’s soccer game went well!”). Personalization should reinforce value and move the deal forward. Stick to insights that help the homeowner make a decision.
  
  
• Eye-opening stat: People actively listen less than 50% of the time. Siro captures everything so your rep doesn’t have to choose between being present and taking notes.

🧩 Estimate follow-up resolution tips: How to handle objections

Presented by Brandon (improveit 360)

• Respond quickly (even if you don’t have the answer yet)
  • A fast reply keeps momentum. Even a simple “Got it, I’m checking on that now” makes a difference.
  • Internal alignment helps here too — if your team doesn’t have to toggle platforms or double-enter data, it’s easier to respond quickly.
    
    
• Handle common objections with care:
  • Price: “Totally understand. We can break down the quote so you can prioritize what matters most.”
  • Timing: “Happy to work around your schedule or plan ahead to make sure you’re ready when the time’s right.”
  • Poor experience: “Sorry to hear that. I’d love to understand what didn’t feel right so we can make it right.”
    
    
• Use question-based responses
  Open-ended responses create dialogue.
  Instead of: “We’re already the lowest price.”
  Try: “Is there something specific in the quote that caught your eye?”
  
  
• Track & learn from objections
  Use CRM reporting to identify common pushbacks, coach your team, and adapt templates.
  
  

About the Siro + Hatch + improveit 360 integration

• Siro: Captures in-home conversations and flags emotional cues, objections, and other relevant details — then pushes those into i360 and Hatch so they can be acted on. 
• i360 stores the data and, as an end-to-end CRM for home service business,
  uses it for everything from reporting, to scoring, to segmentation, to automation, and more.
• Hatch AI agents use the data to interface directly with your prospects. They reach out with best practice (customer-centric, feedback oriented) messaging to get the response, and once the customer responds, converse using details from the in-home conversation.
• All conversation and opportunity data in Hatch flows back into i360 so it remains the single source of truth. 
• i360 calendar and appointment data also syncs with the Siro app so that reps can view their schedule in one place 
• You can use Siro and i360 apart from Hatch, but you can't use Siro and Hatch apart from i360, because the audience building and targeting in Hatch comes from your CRM contact sync.

🔥 Hot insights

🪞Mirroring goes beyond words. It’s not just about repeating a customer’s exact words — it’s about reflecting their energy, urgency, and decision mode. 

• If they’re moving fast, mirror that with momentum.
• If they’re in research mode, meet them with education. 
• This kind of alignment builds trust fast — it shows you’re not just listening, you’re tracking with them in real time.

🧠 Objections are your coaching and strategy shortcut
Objections aren’t rejections — they’re insight-rich moments you can use to train reps, refine templates, and adjust campaigns. 

• If you're seeing price, timing, or trust-based objections repeatedly, surface those patterns. Build a playbook around them. 
• And if your team is reviewing their own responses via tools like Siro, they’re not just improving — they’re sharpening your entire sales process.

🤖 We’re finally equipped to use all the data
We used to say, “Too much information is overwhelming.” Now, with AI tools like Siro, ChatGPT, and more, that’s flipped — more information is an advantage. 

• Call insights, behavior signals, CRM history — it can all be used to create outreach that’s smarter, faster, and more personal. The key isn’t having less data — it’s having tools that know what to do with it.

👥 Peer coaching is the new sales superpower
Top-down coaching has its place — but the biggest jumps in team performance often come when reps learn from each other. 

• When your reps can review their own calls, hear what top performers are saying, and swap real-life objection-handling moments, you build a culture of ownership. And that’s what separates good teams from teams that get sharper every single week.

Watch the webinar recording here

Q&A

Q: How soon after an estimate should you text?
A: It depends on your business and sales process. A common best practice is to wait up to 24–48 hours to allow the rep to follow up directly. If they don’t, an automated campaign can take over. For fast-paced verticals like roofing, even 24 hours may be too long. Tools like Siro can also score opportunities to determine urgency — with high-score leads triggering immediate follow-up through Hatch.

Q: Does Hatch use information from the Siro recording to personalize follow-up?
A: Yes. Siro pushes structured data from in-home conversations into improveit 360 and Hatch. Hatch AI agents then use that data to tailor their replies — but you still need to set up the campaign logic to determine who gets contacted. Once a customer replies, the AI agent picks up with context from the original appointment.

Q: I’ve used these platforms and love them — can I offer them as a bundle to my coaching clients?
A: Yes! While there’s no official bundle listed, Hatch, Siro, and improveit 360 are open to collaborating on a package. It depends on the depth of integration and adoption support you’d like to offer. Reach out, and the teams can tailor something to your needs.

Q: Is Hatch multilingual?
A: Yes. Hatch’s AI agents can respond in different languages based on what the customer initiates with — though coverage varies by language.

Q (follow-up): What about Siro?
A: Siro supports over 39 languages. It can auto-detect language, transcribe in that language, and translate into English for reporting — enabling full multilingual functionality.

Q: Is improveit 360 moving to Salesforce Lightning?
A: Yes, improveit 360 is fully live on Lightning and in-market as of April 2023.

Q: Do customers know they’re being recorded in Siro?
A: Best practice is to disclose recording, especially in 2-party consent states. Simply saying something like, “I’ve got a note taker to make sure I serve you well” is enough. Fewer than 1% of customers object to being recorded when this approach is used.

Q: How is the recording actually captured?
A: Siro runs on mobile devices — typically iPads or iPhones. It can record offline and sync later, making it easy to use even in areas with poor reception.

Q: Does Hatch integrate directly with Siro, or do you need a compatible CRM?
A: You need a Siro-compatible CRM (like improveit 360) to bridge the integration. Siro feeds data into the CRM, which Hatch uses to define campaign audiences and launch follow-up.

Q: No scores show up when Siro records in another language. Will that change?
A: Yes. It’s a new feature that just needs to be enabled. Reach out to your CSM, and scoring will work across all supported languages.

Q: Does Siro integrate with Leap?
A: Siro doesn’t integrate with the Leap CRM directly, but it does embed into Leap SalesPro to enable in-app recordings.

Q: Do you offer trials?
A:

• Hatch: Typically does not offer trials due to the required onboarding and integration setup.

• improveit 360: No trial, but sandbox sites are available. MarketSharp may be a better fit for smaller teams.

• Siro: Offers flexible pricing for teams under 10 reps and runs pilot programs to prove ROI with minimal upfront commitment.

Q: Does Siro work with BuilderTrend?
A: Not currently, but it’s a known request. The Siro team is exploring it, and they’re fast to build new integrations. Reach out to discuss further.

Want to learn more?

• Hatch customers, reach out to your Account Manager here.
• Non-Hatch customers, learn more here.
  
• For improveit 360: Learn more  here.
  
• For Siro: Learn more here.

For past and upcoming Hatch webinars, check out our webinar page!