Twilio Empowers Fresha with Enhanced Customer Engagement through RCS Messaging

Twilio Inc (TWLO) has partnered with Fresha, a booking platform for the beauty and wellness industry, to enhance customer engagement through Rich Communication Services (RCS) messaging. Fresha experienced a 41.3% read rate on appointment messages, a 7.1% increase in customer reviews, and a 99.2% delivery rate for RCS messages. The transition from traditional SMS to RCS transformed standard notifications into branded conversations, leading to improved customer engagement and business outcomes.

Twilio Inc (TWLO) has partnered with Fresha, a leading booking platform for the beauty and wellness industry, to enhance customer engagement through Rich Communication Services (RCS) messaging. This strategic move has yielded significant improvements in customer interaction and business outcomes for Fresha.

Fresha, which facilitates over 700,000 appointments daily for its 130,000 partners in 120 countries, upgraded from traditional SMS to RCS to transform standard notifications into trusted, branded conversations. The implementation resulted in a 41.3% read rate on appointment messages, a 7.1% increase in customer reviews, and a 99.2% delivery rate for RCS messages [1].

“We’re here to make life easier for salon owners, putting their needs front and center in everything we design,” said Jeremy Miller, Head of Product at Fresha. “When messages come from a verified, recognisable Fresha brand, people engage more because they know it’s genuine. That trust leads to stronger relationships and better outcomes.”

Unlike traditional SMS, RCS offers a secure, high-impact channel for customer communication, featuring verified sender identities, rich media, and interactive buttons. This shift allowed Fresha to replace plain text messages with dynamic, branded notifications for confirmations, reminders, and thank-yous.

Twilio’s seamless API enabled Fresha to deploy RCS with no code changes, achieving standout results compared to SMS. The interactive prompts led to a 6% increase in customers confirming their appointments and a 5.3% increase in tipping, directly boosting partner revenue [1].

Stephen Brough, Global GTM Head - RCS for Business at Google, highlighted the importance of trust in customer engagement. “When customers clearly see who is messaging them, they engage more - they’re more likely to respond, confirm appointments or share a review. Trust makes all the difference.”

Fresha’s adoption of RCS is part of a broader strategy to build seamless omnichannel experiences. Since 2016, Fresha has been a Twilio customer, initially implementing SMS and gradually adopting additional channels such as WhatsApp, email, voice, chat, and RCS. The integration of Twilio Flex to centralise these channels was enabled by Twilio’s strategic partner, Zing [1].

Peter Bell, EMEA Vice President of Marketing at Twilio, underscored the importance of customer trust in today’s digital age. “In today’s digital age building customer trust has never been more important and yet we’re all increasingly mistrusting of communication channels. In fact, according to Twilio’s SOCER report 61% of consumers don’t believe brands use their data in their best interest. By adopting RCS, they’ve transformed messaging into a secure, branded space their customers recognise and trust. With Twilio’s technology, Fresha is building stronger relationships from the first booking to the final thank you and beyond.”

Fresha’s mission to make self-care universally accessible is powered by delivering seamless, personalized experiences - before, during, and after every appointment. The company's growth is driven by its commitment to customer trust and satisfaction, which is now enhanced by the use of RCS messaging.

References:
[1] https://www.businesswire.com/news/home/20250722634873/en/Fresha-Enhances-Customer-Engagement-with-RCS-for-Business-Powered-by-Twilio-and-Google