Customer Overview
Loadup is a national on-demand junk removal company that connects customers with local providers for item removal, hauling, and assembly services. LoadUp differentiates itself through upfront, guaranteed pricing, giving customers confidence that the price they see online is the price they’ll pay—no on-site upsells or surprises.
Transforming an Industry with Transparent Pricing
When customers are ready to get rid of unwanted items, speed matters. For LoadUp, a national leader in on-demand junk removal, delivering fast, accurate quotes is the difference between winning and losing the job.
But, junk removal pricing is inherently complex. Item types, quantities, locations, access constraints, and local policies all affect the final price. For LoadUp this meant each quote they generated required significant human review, slowing response times and limiting scalability.
As demand grew, this manual approach created clear constraints:
- Slower time-to-quote increased the risk of losing customers to competitors
- Scaling volume meant increasing headcount
- Sales reps were overloaded with routine, repeatable tasks
At the same time, LoadUp was working to differentiate itself in the market with upfront, guaranteed pricing, a promise that only works if their quotes are both fast and accurate.
“We weren’t just trying to improve operations, we set out to redefine a historically fragmented and outdated industry by introducing instant and transparent pricing,” explained Chad Danklef, VP of Operations at LoadUp. “Unlike many of our competitors, we want our customers to know exactly what they’re paying before the job even starts.”
To support that promise, LoadUp needed a new approach—one that could generate instant, accurate quotes at scale without compromising pricing integrity or the customer experience.
Scaling Revenue Without Scaling Headcount
LoadUp turned to Kustomer to automate two of the most critical moments in the customer journey: pricing and conversion. “Together, Kustomer AI for Customers and Kustomer AI for Reps have created a seamless loop that automates the majority of routine sales conversations. If escalation is required, reps are instantly supported with background and context, eliminating the need for rediscovery,” explained Danklef.
“We didn’t want a chatbot that would just deflect work. We needed AI that could take a customer from inquiry to completed purchase without human intervention, and Kustomer made that possible.”
Using Kustomer, LoadUp deployed AI for Customers as an AI-powered quoting assistant across their conversational channels. 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 internal pricing logic or requiring dedicated headcount.
When a request falls outside standard parameters, the system automatically escalates the conversation. Kustomer AI for Reps equips agents with full context, including AI-generated summaries, allowing them to step in seamlessly and resolve complex cases without repetition or delay.
“Kustomer’s ability to combine conversational AI with backend integrations has allowed us to automate complex workflows while protecting pricing integrity and the customer experience.”
Beyond the technology itself, LoadUp credits Kustomer’s hands-on partnership as a key factor in its success. “Kustomer isn’t just a vendor, they are a true partner. They’ve worked side by side with us to optimize our workflows and build a success plan that supports real growth.”
Faster Quotes, Higher Conversions, Happier Customers
By putting Kustomer AI at the center of its sales and support strategy, LoadUp scaled revenue, increased conversions, and improved customer experience, all without adding headcount.
Since bringing Kustomer into the fold, LoadUp has seen measurable outcomes:
- CSAT increased by ~5%, driven by immediate response times, improved service-level performance, and reduced human workload.
- 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.
- 33% of inbound SMS inquiries are fully resolved end-to-end by our AI Agent, converting inquiries into booked jobs, with strong overall conversion performance.