Case Study: The Bridal Collection achieves higher reviews, faster bookings, and more web leads with Podium

The Bridal Collection engages in texting to make every moment count

The Bridal Collection, a boutique bridal retailer led by Lynn Crandall, faced three interrelated challenges: customers were happiest immediately after gown-viewing appointments but typically left reviews later, brides were reluctant to voice alteration concerns in person, and the store’s previous website chat tool failed to convert visitors. To address timing, feedback, and lead capture, The Bridal Collection adopted PODIUM’s texting tools and Podium Webchat.

PODIUM implemented automated post-appointment review invites, post-alteration feedback texts, and Webchat to engage site visitors in real time. The result: a flood of five-star reviews, faster issue resolution, and better lead conversion — The Bridal Collection’s average rating climbed to 4.9, it now has 975 Google reviews, and it generates about 80 Webchat leads per month, with examples like a same-day rescue appointment for “Annie” illustrating immediate impact.

The Bridal Collection

Lynn Crandall

President