Major Hatch AI Update! ServiceTitan Calendar Booking
Exciting update: Hatch AI now supports automatic calendar booking on ServiceTitan calendars. Discover the game-changing features and benefits!
One thing that sets Hatch apart from other texting platforms is the ability to support 1:1 communication across your entire funnel, so you can not only attain new customers, but also retain existing ones.
And we know that membership programs are a key means of retention and recurring revenue for our customers.
That's why we're excited to share that the Hatch + ServiceTitan integration now includes Recurring Services data!
Now, you can generate even more opportunities from your membership programs while saving just as much time.
Read on to learn about this feature and how to use it to increase customer engagement and retention.
All too often, recurring service customers forget to schedule their prepaid service appointments with you, which results in:
It shouldn’t be your customers' responsibility to remember to schedule those visits, yet it’s hard for you to keep up with everyone's varying schedules.
Until now, that is.
This update to the Hatch+ServiceTitan integration allows you to create targeted audiences based on your recurring service schedules, so you can send automated messages for both past due and upcoming services.
Add in your AI bot to take care of the engagement and scheduling (according to your brand voice and values), and you've got a hands-off, spot-on, time-saving, satisfaction- and retention-building machine.
This new integration category pulls in all Recurring Service data points available in ServiceTitan (see list below) so you can create super-targeted messaging that results in responses—and appointments. Those data points include:
Note that these data points are available for both upcoming and past due recurring service events. More on this in a bit.
Automated recurring service appointment reminders do more than just inform your customers about their next (or past due) service. They:
Ultimately, these hands-off recurring service capabilities allow you to effortlessly build a loyal, engaged customer base which ultimately results in retention and recurring revenue. This may be one data category, but that packs a lot of value.
To set up a recurring service campaign, you must first be integrated with ServiceTitan. Then, follow these steps:
You’ll set up your audiences with the Audience Builder.
There are two different segments you can target: customers with a past due recurring service or customers with an upcoming recurring service.
Here are two examples of audiences you can build with this integration:
In the below example, the target audience is customers who are past due for a recurring service but have not booked an appointment.
Here’s what that looks like:
And here's how it translates:
Audience name: Recurring Service Follow-up - Recently Past Due & Not Converted to Job
Of course, you'll want to adjust these parameters based on your needs and preferences.
In this example, you’re targeting customers who have a recurring service coming up but have not yet scheduled.
Here's what that looks like:
And here's how it translates:
Audience name: Upcoming Recurring Service - Not Scheduled Yet
Again, you can adjust these parameters based on your needs and preferences.
Once your audience is set up and ready to go, you can create your reminder Campaign.
Click “Campaigns” in the left-hand panel, then click “Create Campaign” in the top right corner.
There is not currently a Recurring Services Campaign template, so you will click “Start from scratch.” (Alternatively, you can pick the Speed to Lead template just to have a sequence built out, and rewrite the messaging.)
From there, you can build your text, email, and voicemail sequence to suit your needs.
Here’s an example:
Hi [[Contact First Name]], this is [[Details Company Name]]. It's time to schedule your next prepaid seasonal maintenance. You can reach us at [[User Phone Number]] or respond back to this message with your availability. If you'd rather not talk over text, reply END.
Remember: Since this is the first text of a campaign, you must include the opt-out instruction in there. This is a 10DLC compliance requirement.
When the customer responds, you can jump in to collect their information and schedule the appointment...or you can train an AI bot to do it. Calendar integration is currently in beta right now (and successfully booking appointments during available time slots!)—it's just not widely available to all accounts yet. Keep your eye out for that. Even still, the bot can cover all of the communication up until the actual scheduling, which is a major time-saver.
Then you’re all set! Your recurring service reminder campaign is ready to go and will start sending out those reminders whenever a customer meets your selected audience criteria.
Communication alone does not grow businesses—effective communication across the entire customer journey, on the other hand, does. Our constant focus on this is what differentiates Hatch as a customer communication platform, and this latest integration gives our customers one more way to engage and serve their customers in their post-sale journey.
We're excited to see how this new recurring service campaign functionality positively impacts your retention, reputation, and recurring revenue.
To set up a Recurring Service campaign, you need to have an integration with ServiceTitan. You'll then create your audience with the Audience Builder based on the criteria you want. Next, you'll create your campaign with the messaging you want and then connect the audience to that campaign.
ServiceTitan’s Recurring Service feature keeps track of when customers are due for their next recurring service. Because it is integrated with ServiceTitan, Hatch pulls that data in and allows you to build an audience and outreach campaign with it.
Because recurring services is a specific ServiceTitan offering, this functionality is only available to Hatch users who are integrated with ServiceTitan.
The Hatch/ServiceTitan integration syncs the following data, in addition to Recurring Service data:
Exciting update: Hatch AI now supports automatic calendar booking on ServiceTitan calendars. Discover the game-changing features and benefits!
Learn how to leverage the full Hatch + ServiceTitan integration to maximize your efficiency and provide exceptional customer experiences.
What is ServiceTitan? Who uses it and how much does it cost? Learn all of this in our guide to ServiceTitan, plus tips to maximize your ROI.
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