Bulgaria's largest fitness chain (26 locations, 13x Fitness of the Year) needed to scale customer engagement. We're building a chatbot across web, mobile app, WhatsApp, and Facebook—plus voice agents handling 50% of their call center with 24/7 inbound and marketing outbound calls.
The Challenge
Pulse Fitness is Bulgaria's largest and most successful fitness chain—26 locations, 13-time winner of 'Fitness of the Year'. With tens of thousands of members and massive brand presence, they needed to scale customer engagement across multiple channels while maintaining the premium experience their members expect. Their call center was overwhelmed, and they were missing opportunities to convert website visitors coming from paid ads.
The Solution
We built a comprehensive omnichannel solution: a chatbot deployed across their website, mobile app, WhatsApp, and Facebook Messenger—ensuring members can get help wherever they are. But we went further: we added voice agents that handle 50% of their call center volume, taking inbound support calls 24/7 (even when the call center is closed) and making outbound marketing calls for campaigns targeting new clients, lapsed members, and current members. The chatbot also acts as a sales agent on ad landing pages, engaging visitors the moment they click an ad and answering questions to drive conversions.
The Outcome
Customer support inquiries dropped by 57%. The voice agents now handle half of all call center volume with 24/7 availability. Most impressively, website traffic conversion from ads increased by 5% because the chatbot engages visitors immediately and acts as a sales agent. Everything is tracked through a custom dashboard showing KPIs, money saved, satisfaction scores, and outbound campaign performance—giving Pulse full visibility and control.
customer support inquiries automated
handled by voice agents
with chatbot as sales agent
inbound + outbound calls