Bulgarian hunting & firearms retailer was drowning in 100+ daily calls. We built a chatbot targeting 50% reduction—achieved 90% instead, proving channel optimization often means solving the problem differently.
The Challenge
The owner of Zarimex, a Bulgarian hunting and firearms retailer, was drowning. She was receiving over 100 calls every single day—and it was eating up half of her entire workday. The same questions kept coming: product availability, pricing, store hours, regulations. She needed help, and she needed it fast.
The Solution
She contacted us looking to reduce her call volume. Our initial goal was modest: cut the calls by 50%. But here's the key insight—optimizing a channel doesn't mean the solution has to be on that channel. Instead of building a voice solution for a voice problem, we built a chatbot. Within just one month, we had it live on her website, trained on her product catalog and common customer questions. We also built a custom dashboard so she could track performance in real-time and see exactly how the bot was performing.
The Outcome
We didn't just hit our 50% target—we crushed it. The chatbot achieved a 90% reduction in daily calls. That's going from 100+ calls consuming half her workday to just a handful that actually need human attention. This case study is a perfect example of thinking differently: the problem was phone calls, but the solution was a chatbot. Sometimes the best way to optimize one channel is to solve it through another.
exceeded the 50% target goal
consuming half of workday
from start to live chatbot
of workday freed up