Case Study: ThirdLove grows text support to 20% and speeds fit resolution with Textline

ThirdLove customers text to find the right fit

ThirdLove, an e-commerce bra and underwear brand focused on helping customers find the perfect fit, needed a more accessible, scalable way to empower its fit stylists while the company grew. To make customer contact easier and preserve high-touch fit help, ThirdLove adopted Textline’s messaging platform (integrated with Shopify and Zendesk and using features like a unified inbox, automations, shortcuts and tags).

Using Textline, ThirdLove shifted fit stylists to texting as the primary support channel so customers could send photos, receive links and get faster feedback; conversations became shorter, more positive, and drew in customers who wouldn’t have reached out by phone or chat. Textline helped lift texting volume from 7% to 20% of interactions and supported a high share of fit/product inquiries (50% of support texts), improving mobile reachability and speed of resolution.

ThirdLove