Case Study: LoadUp achieves faster quotes and higher conversions with Kustomer AI

LoadUp boosts CSAT 5% and converts 33% of SMS inquiries with Kustomer

LoadUp, a national on-demand junk removal company, faced challenges in scaling its business due to the complex, manual process of generating accurate quotes. This slowed response times, risked losing customers to competitors, and prevented them from efficiently supporting their promise of upfront, guaranteed pricing. They partnered with Kustomer to implement an AI solution to automate this critical part of the customer journey.

Using Kustomer's AI-powered tools, specifically Concierge and Envoy, LoadUp automated the quoting and conversion process for inbound SMS inquiries. The Kustomer system handles customer conversations, gathers job details, applies pricing rules, and generates instant quotes. This solution led to a 5% increase in CSAT, and 33% of inbound SMS inquiries are now fully converted to closed business by AI without human intervention, allowing LoadUp to scale revenue without adding headcount.

LoadUp