Sales ops · Production

LoadUp uses Kustomer AI to convert 33% of SMS inquiries autonomously and increase CSAT by 5%

The problem

LoadUp's junk removal quoting required significant human review for every inquiry because pricing depends on item types, quantities, locations, access constraints, and local policies. As demand grew, slower response times risked losing customers, scaling required adding headcount, and sales reps were overloaded with routine work.

Workflow diagram · grounded in source

SMS inquiry received

trigger

“Loadup's AI Agent serves as the first point of contact for 100% of inbound SMS sales inquiries, ensuring immediate engagement across a high-volume channel”

AI gathers details and quotes

ai_action

“The AI engages customers in natural conversation, gathers all required job details, applies proprietary pricing rules, and generates a ready-to-accept quote in real time. All of this happens within a single conversation without exposing …”

Escalation routing

routing

“When a request falls outside standard parameters, the system automatically escalates the conversation”

Agent handles complex cases

human_review

“Kustomer Envoy equips agents with full context, including AI-generated summaries, allowing them to step in seamlessly and resolve complex cases without repetition or delay”

Inquiry converted to booked job

output

“33% of inbound SMS inquiries are fully resolved end-to-end by our AI Agent, converting inquiries into booked jobs”

Reported outcome

LoadUp scaled revenue, increased conversions, and improved customer experience without adding headcount: CSAT increased by ~5%, the AI Agent handles 100% of inbound SMS sales inquiries as first contact, and 33% of those inquiries are fully resolved end-to-end by AI with conversion to booked jobs.

Reported metrics

CSAT~5%

inbound SMS inquiries converted to closed business by AI33%

Quote speed2x

AI Agent SMS first contact coverage100%

Reported stack

KustomerKustomer ConciergeKustomer Envoy

Source

https://www.kustomer.com/customers/loadup/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

LoadUp scaled revenue, increased conversions, and improved customer experience without adding headcount: CSAT increased by ~5%, the AI Agent handles 100% of inbound SMS sales inquiries as first contact, and 33% of tho…

What tools did this team use?

Kustomer, Kustomer Concierge, Kustomer Envoy.

What results were reported?

CSAT: ~5%; inbound SMS inquiries converted to closed business by AI: 33%; Quote speed: 2x; AI Agent SMS first contact coverage: 100% (source-reported, not independently verified).

How is this sales ops AI workflow structured?

SMS inquiry received → AI gathers details and quotes → Escalation routing → Agent handles complex cases → Inquiry converted to booked job.