Case Study: Total Tiles achieves 70% reduction in website bounce and 92% faster customer responses with TextMagic

How this tiles and underfloor heating company refined its customer care efforts using TextMagic’s SMS solutions

Total Tiles is an Ipswich-based tile and electric underfloor heating specialist (founded 2015) serving local showroom visitors and nationwide customers via its website and helpline. The business faced situations where phone calls or emails were ineffective or inappropriate—especially when the website detected a customer-facing technical issue or when staff struggled to reach customers by phone.

Total Tiles implemented TextMagic SMS to send timely support messages and call requests; customers find texts less intrusive and respond more quickly. As a result, texts sent during website technical issues cut the bounce rate by 70%, and SMS requests to arrange calls achieved a 92% success rate with much faster response times than email.

Total Tiles

Helen Moore

Managing Director