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Service businesses are under more pressure than ever. Whether an independent operator building toward a sale, a multi-location brand managing complexity across markets, or a PE-backed business delivering returns to investors, the math is the same: grow revenue and protect margins.
AI is reshaping that equation, but as the market floods with AI point solutions, the gap between tools and infrastructure has never been wider. And it's become increasingly clear that Hatch is that infrastructure, which is why we rebuilt our brand from the ground up. Here's the story behind it.
The evolution of Hatch
Chris Bache and Bill Violante founded Hatch in 2018 to give service teams a better way to engage with customers. What started as an outsourced service has evolved into the leading AI CSR platform for service businesses — spanning voice, SMS, and email, with deep integrations into the tools and partners this industry relies on every day.
In January 2026, Yelp acquired Hatch for approximately $270 million, a validation of the platform, the team, and the category we've helped define. As one customer put it, "Getting acquired by a brand as established as Yelp is a strong signal that the home services space is getting more attention, more investment, and more innovation. That is good news for all of us."
With that kind of momentum, it was imperative that our website reflected where Hatch stands today: the definitive AI CSR platform built for every channel, every stage, and every role in service operations.
A brand to match the platform
An acquisition of this scale doesn't happen without serious product depth and traction. Here's what's behind it.
At the end of the day, what matters to service businesses is top line and bottom line. How much revenue are you generating from your appointments and sales, and how much does it cost to get there? That's true whether you're a growing single-location business or a national brand managing dozens of markets.
In this industry, leads can run $150–$200+ each,* and that's cost per lead alone. When you factor in what it takes to actually convert that lead — the follow-up, the staffing, the coordination — customer acquisition costs climb to $250–$350+.* And that still doesn't account for what comes after: the appointment confirmations, the job updates, the invoicing, the review requests, the re-engagement campaigns to drive repeat business and memberships.
Meanwhile, the teams doing this work face 38% annual turnover* and cost one half to two times their annual salary to replace.* Revenue alone isn't the whole picture. It's what you keep after all is said and done.
Hatch exists to move both numbers in the right direction. Our AI CSRs handle inbound calls, respond to leads in seconds, follow up on estimates, re-engage aged leads and past customers, and manage customer communication across voice, SMS, and email, all from one platform. The result is more booked appointments, higher close rates, and a customer experience that scales without ballooning headcount or operational complexity.
The businesses using Hatch today are seeing 3x higher set rates on digital leads, 80% reduction in manual CSR workload, and $80K+ in annual operational savings per AI agent. That's the difference between AI as a tool and AI as infrastructure: revenue up, operational costs down.
Inside the rebuild
To do the platform justice, that meant restructuring our site from the ground up to reflect the depth and scale of what Hatch has become. Here's what that looks like.
The breadth of a full platform. A few pages wasn't enough to capture what Hatch's AI agents deliver across the entire customer journey. So we created dedicated pages for each of our seven core capabilities and seven core solutions, plus a platform overview that shows how they all come together.
Sophisticated, but not complicated. Service businesses have intricate operations, and the Hatch platform is designed to bring order to that complexity. Our new navigation follows the same principle, with dedicated pages that help you quickly find the solutions, integrations, and use cases that match your business.
Voice AI, front and center. Hatch is at the forefront of voice AI in this space, handling both inbound and outbound calls as a part of a robust, multi-channel approach. On the new site, you can hear it in action, talk to it yourself, and explore how Hatch integrates with the tools already in your tech stack.
Customers everywhere. One of the things we're most proud of is the depth of customer relationships we've built over the years, and the new site brings much more visibility to those success stories throughout. Because the best proof of what Hatch can do for growth and margins is the businesses already seeing it.
Every detail is intentional. Hatch isn't a point solution you bolt onto your operations. It's AI infrastructure embedded into your workflows, your systems, and your customer journey. That takes rigorous implementation, true expertise, and a solutions engineering team dedicated to understanding the complexities in every client's business. The site is built with that same level of care.
The road ahead
This new look reflects not just where Hatch is today, but where we're headed. In fact, one of our biggest priorities was building a site that could keep pace with a product that's evolving fast, making it easy to bring new capabilities to light without losing the bigger picture.
Because that's what it takes when you're building the AI infrastructure that will power the next generation of service businesses. And we'll keep investing in the platform, the product, and the partnerships that make that possible.
Come see the new Hatch.
- Searchlight Digital: Cost Per Lead for HVAC Google Ads
- JB Warranties: Cost to Acquire a New HVAC or Plumbing Customer
- SQM Group: Call Center Attrition Rate
- Gallup: Cost to Replace an Employee
Browse the new Hatch here.
