Customer story · WorkHub
WorkHub automates 81% of member support and wins 62% more after-hours tours with Chatref
A 34-location coworking operator cut front-desk load, booked tours 24/7, and saved $54k every month – without growing its community team.
Featured on
WorkHub, a coworking operator running 34 locations across North America with 18,400 active members, used Chatref to automate tour bookings, meeting-room reservations, access and WiFi troubleshooting, invoicing questions, and day-pass purchases. Within 75 days, 81% of member inquiries were resolved without a human, after-hours tour bookings jumped 62%, community team handling time dropped 47%, and the business saved $54,000 monthly. Chatref paid for itself in 5 weeks.
$50 free credit · PAYG pricing · no subscription required
At a glance
WorkHub in a nutshell.
81%
Queries automated
62%
More after-hours tours
47%
Less team handling time
$54k
Monthly savings
- WorkHub operates 34 coworking locations across North America with 18,400 active members and 210 community staff.
- Chatref handles 41,000 member conversations monthly, with 81% fully automated end to end.
- After-hours tour bookings rose 62%, recovering 410 prospects per month that used to vanish into voicemail.
- Member satisfaction climbed from 4.1 to 4.8 out of 5 as WiFi, access, and invoicing answers now arrive in seconds.
- The operator saves $54,000 monthly across the portfolio and hit full ROI in 5 weeks.
The story
How it played out.
About WorkHub
WorkHub is a coworking operator running 34 locations across 14 US and Canadian cities. The business serves 18,400 active members across dedicated desks, private offices, meeting rooms, and day-pass plans, with an average location housing 540 members and 38 meeting rooms.
- Industry Commercial real estate / Coworking
- Size 210 community staff across 34 locations
- Location Headquartered in Chicago, operating across North America
- Using Chatref since January 2026
The challenge
Every WorkHub location ran a community team of 4 to 7 people juggling front desk, tours, member onboarding, invoicing issues, and day-pass sales. Each site fielded about 180 inbound questions daily – a mix of WiFi resets, access-card lockouts, meeting-room conflicts, invoice disputes, and after-hours tour requests.
Tours were the biggest hidden leak. Prospects browsing locations at 9pm could not book without waiting for morning email replies, and the conversion rate on those delayed leads was under 12%. Corporate estimated 410 monthly tour requests were being lost across the portfolio.
Director of Member Experience Carlos Ortega needed 24/7 instant answers on 34 location-specific knowledge bases, real-time tour and meeting-room booking, and the ability to roll out changes – like new pricing or holiday hours – without training 210 staff one at a time.
The solution with Chatref
WorkHub piloted Chatref at 4 flagship locations in Chicago, Toronto, Austin, and Denver for 6 weeks, handling 7,800 conversations with 93% resolution accuracy. The team then uploaded every location's policies, floor plans, WiFi setup docs, access-card procedures, and live room inventory to a single Chatref workspace with per-location filtering.
- Real-time tour booking Live calendar for community managers at all 34 sites, letting prospects self-book tours any hour of the day or night.
- Meeting-room reservations Instant availability across 1,290 meeting rooms, with per-tier credit checks and surge pricing applied automatically.
- Access and WiFi help Step-by-step fixes for Kisi keycards, printer setup, and per-location WiFi credentials, with answers only from each site's content.
- Billing and plan changes Self-serve upgrades, downgrades, pauses, and invoice explanations that used to eat 9 hours a week per location.
- Smart handoff Member disputes, lease renewals, and sensitive lockouts routed straight to the right community manager with full context.
Results after 75 days
Chatref now handles 41,000 member conversations monthly across the full portfolio, with 81% closed end to end without a human. Community team handling time dropped 47%, letting staff focus on high-value work like events, member success check-ins, and new-location ramp-ups.
After-hours tour bookings rose 62%, adding roughly 255 booked tours per month and converting at 31% – up from 12% on email-delayed leads. Average response time on WiFi and access questions fell from 38 minutes to 9 seconds, lifting NPS by 18 points.
Net of Chatref usage costs, WorkHub saves $54,000 monthly across the 34 locations, with full ROI realized in week 5 of the rollout.
What the team says
Chatref is the single biggest operational lift we have had in 5 years. Our community managers actually build community again instead of answering the same 40 questions every day. We book tours at 2am, members get instant answers, and our team keeps the hard, human stuff that actually matters.
Explore
More customer stories.
What does WorkHub do?
WorkHub, a coworking operator running 34 locations across North America with 18,400 active members, used Chatref to automate tour bookings, meeting-room reservations, access and WiFi troubleshooting, invoicing questions, and day-pass purchases.
What problem did WorkHub solve with Chatref?
Chatref handles 41,000 member conversations monthly, with 81% fully automated end to end.
What results did WorkHub see?
WorkHub reached 81% queries automated, with 62% more after-hours tours. Member satisfaction climbed from 4.1 to 4.8 out of 5 as WiFi, access, and invoicing answers now arrive in seconds.
How long did it take WorkHub to go live?
WorkHub launched quickly and started seeing results within the first weeks. Chatref trains on your existing content, so most teams go live in days, not months.
How much does Chatref cost?
Chatref is pay-as-you-go. You start with $50 of free credit, then pay only for what you use. There is no subscription, no per-seat fee, and every feature is included.
Can I get results like WorkHub?
Yes. Train a chatbot on your own docs, FAQs, and past tickets, deploy it on your website and other channels, and let it answer the routine questions. Start free with $50 of credit.
Ready to run your own WorkHub story?
Build a Chatref agent on your own content in 5 minutes. $50 free credit, all features included, no subscription.
See the full pricing or browse more customer stories.