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How Homebase transforms small business customer support with AI.

Discover how Homebase transformed customer support for Main Street businesses with an AI agent that resolves 70% of inquiries instantly, without losing the human touch. “Our business is entirely based on trust,” says Ray Sandza, Chief Strategy Officer at Homebase. “Our customers pick us because they trust us to get things right, but they also trust that we are there for them when they need us.” For years, Homebase offered voice support—a rarity in their market—but only 12 hours a day, five days a week.

Agent or tool
Sierra
Topic
Customer Support
Reported on
Case study (Sierra)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 253 by interest), and one of 21 involving Sierra.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Sierra or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Sierra.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Sierra): https://sierra.ai/customers/homebase. Our summary is a paraphrase; details are in the source.

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