About the company
Who doesn't dream of a business where clients book services themselves, and revenue grows without extra effort? For the Akulov Brothers Water Adventure Club in Moscow and the Moscow region, this dream has become a reality. But it wasn't always like this. Applications were processed for 8 hours, about 25% of clients went to competitors, and the conversion to booking was stuck at 15%. Negative reviews accumulated, and managers were drowned in operational processes.
Everything changed when the club connected the ChatRex chat bot. In four weeks, it turned chaos into an orderly process: conversion doubled to 30%, response time dropped to 10 seconds, and repeat purchases increased by 120%. How application automation saved your business and opened up new horizons? Let's break down the success story step by step.
Client problems: when processes slow down business
The Akulov Club is about vivid emotions on the water: kayaking and SUP, nature and adrenaline. But behind the scenes things were not so rosy. The team struggled with the flow of applications that came through the website, social networks and telephone.
Delays that killed sales
The average response time to a client request reached 8 hours. During this time, 25% of potential customers went to competitors who responded faster. This meant direct revenue losses and missed growth opportunities.
Low conversion and loss of leads
The conversion rate for booking warm leads was 15%—every seventh lead became a client. Even worse, 25% of applications were not processed at all due to overload of managers. And 73% of site visitors left without waiting for a response. Imagine: three out of four people simply disappeared!
Negativity and lost trust
The long wait led to a flurry of negative reviews. Customers complained about the slowness, and the club's reputation suffered. The management understood that without automation the business would not be able to scale. We needed a solution that would speed up the processing of applications and restore customer trust.
ChatRex solution: Chatbot that works for you
We proposed implementing a chat bot ChatRex, which automates the work and:
- promptly answers customer questions;
- offers alternative dates, discounts and promotions;
- segments leads by degree of readiness to book;
- communicates complex requests to managers.
The process of introducing an AI bot into a business
ChatRex was set up in a few days. We created scripts that:
- Immediately responded to customer questions at any time.
- We clarified the details: dates, number of people, type of rafting.
- They offered alternative dates and discounts.
- Segmented leads based on readiness to book.
- Referred complex requests to managers.
| Stage | Development time | Actions |
|---|---|---|
| Analysis and preparation | 4 days | Audit of applications, identification of bottlenecks, determination of stages of interaction with clients |
| Chatbot logic development | 5 days | Creating communication scripts, setting up lead segmentation, integration with CRM |
| Testing and optimization | 2 days | Launching a test group, adjusting bot responses, setting up integrations |
| Launch and staff training | 5 days | Final setup, employee training, analysis of first results |
Integration with amoCRM made it possible to record each transaction with a complete communication history. This gave the club transparency and the opportunity to streamline processes.
Bot setup interface
Integration with amoCRM made it possible to record each transaction with a complete communication history. This gave the club transparency and the opportunity to streamline processes.
An example of how an AI chatbot works
Here's how ChatRex's AI chatbot interacted with customers:
Client: Are there rafting trips for the weekend?
ChatRex: Of course! Kayaking for groups of up to 12 people is available on Saturday. How many of you are there? Or show other dates?
Such speed and care was impressive. As noted HubSpot, chatbots can increase conversions by 20-40%, and Akulov Club soon confirmed this.
Results: Numbers that speak for themselves
Within 4 weeks of launching ChatRex, the results were stunning. The chatbot didn’t just solve problems—it took business to the next level.
Average response time to a request
Share of repeat purchases
Share of applications processed automatically
Key achievements
How it changed business
The increase in conversion brought additional revenue to the club, and reviews became 80% more positive. Customers praised the speed and ease of booking. The club's reputation has strengthened and negative comments have become a thing of the past. Managers, freed from operational processes, focused on personalized offers and improving rafting programs, which attracted even more customers.
“ChatRex changed everything. Conversion increased from 15% to 30%, and the time to process applications was reduced to seconds. Managers freed up 40% of their time, and clients began to return more often. Not only did we increase our profits, but we also started receiving rave reviews. It was a real breakthrough!”
Egor Timofeev
Head of Sales Department
The bot not only automated applications, but also provided the club with data for analysis: which routes are popular, how to improve the scenarios. This allowed the team to test new approaches and grow even faster.
What's next: New horizons with ChatRex
The success of the first 4 weeks inspired the Akulov Club to make new plans. The team uses ChatRex to:
- Sales of core rafting service, customer registration and invoicing.
- Promotion of new routes along the rivers of the Moscow region.
- Collecting feedback to improve the service.
- Automation of promotions and loyalty programs.
In the future, the club wants to integrate ChatRex with other messaging apps and add analytics to forecast demand. Now the freed up time of managers is spent on developing unique programs, which will attract even more adventure lovers.
