The challenge

Shafer’s team was juggling multiple tools for email, SMS, and voice, creating extra work for staff and a fragmented experience for customers. 

More specifically, they had three issues:

1. Their multiple tools had limited ServiceTitan integration, leading to missed opportunities and lost revenue.
2. Campaigns were running independently with no shared context, leading to over-messaging and customer frustration.
3. Voicemail was a black hole. But alternative answering services like overseas call centers or hiring local humans during after-hours was expensive and not on brand.

“Who uses voicemail anymore? No one wants to leave a voicemail. Even if they do, there’s no qualifying the call or gathering job details. There’s just this giant question mark of voicemail.”

The solution was to bring all of Shafer’s communications into Hatch, replacing tools competing with each other with one connected system.

How Shafer uses Hatch every day

Shafer uses Hatch AI agents to scale personalized communication with their contacts over SMS, email, and voice. Their current use cases include:

• Inbound call answering: For both after-hours and overflow, to increase set rates and alleviate call center burdens. 
• Speed to lead: Instant lead response for inquiries that come through their website, Google LSA, HomeYou, and Trane - to increase set rates.
• Estimate follow-up: Personalized, timely outreach to increase close rates.
• Nurture: Outreach to canceled appointments and aged estimates to win back opportunities.
• Memberships and recurring services: Promotions and renewal reminders to increase retention and steady revenue.
• Customer care: Reviews, referrals, and cross-selling to solidify the experience and increase revenue streams.

While customers move through many touchpoints in their journey, Hatch consolidates all channels into one and uses advanced targeting and suppression rules to ensure the right message reaches the right customer at the right time—without over-messaging.

“Hatch allows our campaigns to work together instead of collide. It’s given us the tools to respond faster, connect smarter, and create a seamless experience for our customers.” 

A closer look at Voice AI

Now, to zoom in on Voice AI — one of the biggest challenges Shafer was facing was after hours and overflow calls. Adrianne was searching for a way for her team to answer every call empathetically, gather key details, and book more work—without relying on expensive 24/7 coverage or low-quality outsourcing.

Enter Hatch Voice AI. Shafer’s Voice AI agent Denise answers every call immediately, even during peak times or overnight, to:

• Qualify & triage: Capture caller info, urgency, and preferred callback time.
• Set expectations: Clearly communicate when a live agent will follow up.
• Disposition and hand off seamlessly: CSRs review prioritized transcripts and complete bookings.

So now, instead of coming into the office each morning and wading through voicemails, CSRs simply review the work that’s already been done for them — scanning organized call transcripts, seeing what’s been handled, and stepping in only when a human touch is needed.

“Voice AI is like a smart voicemail—a conversational, lead-qualifying voicemail. Callers leave feeling confident that they’re being taken care of instead of hanging up at a beep.”

Results

Shafer has seen improvements across the board by consolidating communication channels into Hatch. Here is a closer look at their results from Voice AI specifically:

• 200–300 calls/month handled by Voice AI.
• 90+ appointments set per month.
• 80% more booked leads just by switching from standard voicemail to Voice AI.
  • “Denise’s appointments will always book at a higher rate than someone leaving a voicemail. It’s just factual.”
    
• Mornings now start with prioritized issues, not a messy backlog of voicemails, giving CSRs a calmer, more efficient workflow.
  • “We’ve seen the benefits tenfold—more booked work and a smoother morning for our CSRs.” 

Some favorite features

• Clear ROI reporting they can trust

“I’ll come in to work and I see another 10 conversations that came in after hours with ‘booked, booked, booked, booked,’ and I'm feeling much better about life. It’s nice to be able to see in the reporting how many of those calls that hit the AI turned into an actual appointment”

• Overmessaging safeguards for SMS AI

“Memberships are complicated. Hatch campaigns communicate with each other so customers aren’t bombarded.” 

• Hands-on Hatch support

“The support we’ve had with Hatch is wonderful. Our Account Manager Maggie has gone above and beyond to train me and work with me.”

• A deeper integration with ServiceTitan

“We were previously using two different systems to do what Hatch now does. Hatch’s deeper ServiceTitan integration was a big selling point.” 

• A truly empathetic AI

“As an HVAC company, no one calls us when they’re in a good mood, and they want to talk to a human. So what I like about Hatch’s AI is that there is inflection, there is empathy, and Denise knows how to get the appropriate information while also being able to emotionally connect.”

“You’d be surprised at the multiple levels of questions Denise will go through to get to what the real problem is, and we didn’t even prompt her to do that.”

Final takeaway

Shafer Services is a proven success story of how consolidating communication channels and employing an AI-first strategy can transform customer communications for your team. By turning missed calls into booked jobs, Shafer has built a customer-first experience that drives real results. With Voice AI, their team can now:

• Surfaces meaningful context for CSRs, making it easy to act quickly and confidently.
• Prevents lost leads, ensuring customers feel heard and are far less likely to book with competitors.
• Quickly prioritizes urgent calls, so the most critical situations get attention first.
• Delivers true empathy at scale, driving a customer-first experience.

“What I like about Hatch's Voice AI is there is inflection, there is empathy – I'm really pleased.”