Hatch Pros and Cons

Speed to contact, automated and consistent response Review collected by and hosted on G2.com.

inability to have multiple phone lines in the same account Review collected by and hosted on G2.com.

Ease of use and all encompassing dashboard Review collected by and hosted on G2.com.

Campaigns can clog and need proactive attention from user to remedy Review collected by and hosted on G2.com.

The ability to connect with and automate conversations with our customers - past & present. Review collected by and hosted on G2.com.

Many features to set up areas require the company set up, which results is delays - especially for time-sensitive projects. Review collected by and hosted on G2.com.

Reasons we switched from Podium to Hatch:

1. Online portal is user-friendly with separate, clean, & succinct dashboards for each department and sales consultant.

2. Multiple phone numbers & chatbot extensions

3. Phone call features within the system along with call forwarding

4. Excellent salesforce integration of logging all points of contact with clients through the platform. I know this is now a feature Podium promotes, but it’s a little too late for us.

5. Ability to setup & ease of use of auto campaigns for instant response to new leads and with integrations to our lead generation sources

6. Ability to setup & ease of use of auto campaigns for follow up, for canceled appointments to get leads to reschedule, and for appointment reminders to clients

7. The ability to customize which clients are entered into a select campaign based on certain criteria within salesforce & having the option to add/remove someone manually.

8. Templates for use outside of campaigns

9. Text, email, and voicemail drop features

10. Ease to archive & access archived conversations

11. Reporting & tracking data features

12. Ability to schedule individual texts & emails to go out at a future date/time individually to clients

13. Client profiles to view contact information, past conversations, internal notes, & internal reminders.

14. Support team & customer success managers are incredibly prompt in response times & resolving issues.

15. Hatch has other product features, including review generation, but we have not opted into purchasing those yet.

16. The HATCH platform is already being utilized more effectively by 2/3 of our company’s departments. Service will be the last to make the switch, but service was also the only one who was very active on Podium’s platform.

17. Ability for the team to opt-in & out of text & email notifications for client responses.

18. It is mobile-friendly while their app is in development which we’ve been offered to participate in the Beta testing of the app starting within the next month.

19. Ability to get rid of notifications/mark an incoming message as read and place in a designated column to show someone is working with that person or that they still need to be responded to etc.

20. All these benefits at a lower price than Podium.

The only feature I am aware of that Podium has that Hatch does not offer (& has not stated is on the product future roadmap) is the ability to ask & receive invoice payments. Our team did not utilize this feature enough with Podium to have it affect our decision to switch platforms. Review collected by and hosted on G2.com.

Help desk tickets are not easy to track/ follow up on as of right now. The current system on the customer side is an excessive email chain which can get quite cumbersome and hard to follow on what next steps are or what the current status of a help desk ticket is. Review collected by and hosted on G2.com.

Hatch does an excellent job of making sure we follow up with customers - checking on estimates, confirming scheduled dates, and just keeping them informed of progress. We use it every day to help manage our business. Review collected by and hosted on G2.com.

Sometimes customers get irritated with too much follow-up and believe we are nagging or pestering them Review collected by and hosted on G2.com.