Challenges identified: Complex Order Creation.

Order Creation Challenges: Packing and moving services require extensive user data, from locations to item lists. Managing data for 15,000 users monthly is complex.

Multiple Tools in Pilot Phase: Initially, the customer company used custom web forms and a separate chat service for data collection, with a three-step funnel: initiating chats, generating quotes, and creating orders.

High Customer Drop-off Rates: After customers provided information and received quotes, there was a 60-70% drop-off rate at each funnel stage.

Decreased Sales Efficiency: To follow up on dropped leads, agents spent 6 minutes per call completing forms to generate quotes, often for low-potential leads, wasting time and resources.

WorkHack's Solution: Fast and Powerful AI Forms.

AI Forms to collect information from users, generate quotes, and create orders.

The forms were deployed on a “Chat on WhatsApp” button, with workflow integrations for pricing calculations and lead transfer for agent handling. 

The Results: A New Way of Engaging Inbound Leads.

WorkHack's primary goal was to increase conversions. The Porter team was most interested in the number of leads WorkHack Forms could engage and convert from unqualified to qualified leads, without human intervention.

This meant tracking the percentage of users who, after interacting with the form, create an order by generating a quote.

As a part of this, the Porter team also tracked the form's accuracy and reliability for a seamless user experience, and the ease of implementing quick experiments to improve performance in real-time.

After the first month, results were notable: WorkHack's conversion rate jumped to 55% from an initial 23%, and the engine's quote generation accuracy reached 80%, compared to quotes by human agents. Overall funnel conversions increased to 21% from 15%, attributable to WorkHack Forms.

Here's what Kavya Gupta, Associate Product Manager for New Initiatives at Porter, had to say about WorkHack Forms:

"As a key player in our industry, we initially had reservations about using AI for customer-facing use cases. However, WorkHack's easy implementation and dedication to understanding our unique challenges helped us build trust for the pilot. 

We were glad to see their care for results and focus on working closely with our team to iteratively fine-tune the solution. We started with only limited users being shown the WorkHack Form and we scaled it when we saw it work.

The partnership with WorkHack has not only streamlined our operations but also showcased the practical impact of AI in improving user engagement, and we are excited to keep using WorkHack Forms again to experiment with our top-of-the-funnel."

Learn more about WorkHack Forms by signing up here or book a demo with us using this Calendly link. Get started with rethinking your inbound marketing funnel with Generative AI.