Hardware and Building Material Dealers

CASE STUDY Hardware and Building Material Dealers

Total Tiles Text Messaging Case Study

Find out how this tiles and underfloor heating company refined its customer care efforts using Textmagic’s SMS solutions.

Total Tiles logo
  • Ipswich, Suffolk
  • United Kingdom
  • Founded in 2015
  • 5 Employees
  • Hardware and Building Material Dealers
  • Visit website
We would highly recommend Textmagic for companies who are looking to offer the best possible communication channels for their customers.
Helen Moore Managing Director

About Total Tiles

We are a tile and underfloor heating specialist based in Ipswich, Suffolk serving both local customers from our showroom and customers nationwide from our website and service helpline. Our mission is to provide boutique style designer wall and floor tiles along with electric underfloor heating at truly affordable prices.

The Business Challenge

We experienced a number of situations where either phone calls or emails weren't successful or appropriate. The primary reason for opening the account was to text customers with support solutions when our web system detected they were experiencing a technical difficulty on the website. We've also found it invaluable when experiencing difficulties in reaching customers by phone.

How Textmagic Helped

The reaction of our customers receiving texts from has been excellent, they are less intrusive than a phone call and much more successful in getting information to a customer when the situation is time sensitive. When we've struggled to get hold of a customer to discuss an outstanding issue, we've found texts have resulted in return phone calls taking place within the necessary time scale almost every time.

The Results

Texts send when a customer is experiencing technical difficulty whilst using our website has reduced the bounce rate in this situation by 70%. Texts send requesting a call to discuss an outstanding issue has had a 92% success rate with timescales much shorter than when using email.

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