How Chatbots Can Benefit Digital Marketing Agencies?

Website live chat gives users a convenient way to communicate with a company in writing, which many people prefer. However, converting chat interactions into customers usually requires a dedicated employee to manage conversations — and that, of course, increases costs.

In this case study, we show how one of our clients reduced chatbot operator workload by 80% and increased website traffic by 12%.

About the Client

Our client is a digital marketing agency working primarily with growing businesses. Their typical clients are entrepreneurs aged 27–40, mostly from large cities. These clients value their time and prefer written communication over phone calls, as it allows them to multitask and keeps a clear record of discussions.

As a result, the agency received many inquiries not only via phone calls but also through emails, website chats, and messaging apps.

However, users engaging in online conversations expect quick responses. The agency’s manager had to constantly monitor chats and social media to respond promptly. This was difficult to sustain, and some inquiries were missed. As a result, potential leads were lost, and fewer requests converted into deals.

It became clear that the process needed automation.

Our Solution

We proposed replacing the live chat operator with a chatbot.

The chatbot integrates multiple communication channels such as Telegram, Viber, and website chat (via JivoSite), and communicates with potential clients automatically, involving a human operator only when necessary.

This approach helped reduce the workload on the chat manager and eliminate risks related to human error.

In addition, the chatbot:

• responds instantly to all incoming messages;
• never loses or mixes up conversations;
• stores and remembers client information;
• operates 24/7 without breaks;
• remains polite and neutral in all situations.

Chatbot Scenarios

We developed structured dialogue scenarios for communication between clients and the chatbot.

The chatbot was able to:

• introduce the company and its services;
• answer frequently asked questions;
• provide industry-specific information;
• generate commercial offers;
• schedule appointments;
• inform users about promotions and discounts.

Example Dialogue 1

Chatbot: Hello! How can I help you?
Options: Order a call / Request a commercial offer / View case studies / Book an appointment

User: View case studies
Chatbot: Please select an industry: Medicine / Finance / HoReCa
User: Finance
Chatbot: We developed marketing strategies for Rocketbank and Renaissance Bank. You can find more details on our website.

The chatbot detects keywords (e.g., “cases”, “finance”) and responds accordingly. If it cannot answer a question or the user requests human assistance, it immediately transfers the conversation to an operator.

Example Dialogue 2

User: Connect me to an operator
Chatbot: One moment, your request is being processed
Operator Andrew joined the chat
Operator: How can I help you?

CRM Integration

The chatbot is fully integrated with the client’s Bitrix24 CRM system. All requests are automatically recorded in the database along with the full conversation history.

This allows operators to:

• access previous interactions;
• provide more personalized communication;
• maintain continuity in customer relationships.

At the same time, the chatbot uses CRM data to tailor its responses based on prior interactions.

Results

As a result of implementing the chatbot:

• operator workload decreased by 80%;
• response time improved significantly;
• no incoming inquiries were lost;
• website engagement increased.

Additionally, Yandex noted faster response times in online chat, which positively affected the website’s reputation. Website traffic grew by 12%, leading to an increase in incoming leads.