Fresha, the global beauty and wellness booking platform, has transformed customer communications by adopting Rich Communication Services (RCS) messaging, powered by Twilio and Google. This move is enhancing customer trust, improving engagement, and accelerating partner growth across its network.
Serving more than 130,000 partners in 120 countries and handling over 700,000 bookings daily, Fresha transitioned from traditional SMS to RCS to create secure, branded, and interactive conversations. Unlike plain text messages, RCS enables verified sender identities, rich media, and action-driven features such as confirmations, reminders, and review prompts.
The shift delivered immediate results:
· 41.3% message read rate on appointment notifications
· 6% more customers confirming appointments
· 7.1% increase in customer reviews
· 5.3% rise in tipping, directly boosting salon revenue
· 99.2% delivery rate, ensuring critical updates reach clients consistently
Jeremy Miller, Head of Product at Fresha, emphasized the importance of trust:
“Salon owners are at the heart of everything we design. When messages are verified and branded, clients feel confident engaging — and that drives stronger connections and better outcomes.”
Google’s Global GTM Head for RCS Business, Stephen Brough, added:
“RCS builds trust by showing customers exactly who is reaching out. That transparency leads to higher engagement, more confirmations, and valuable reviews.”
Fresha has been working with Twilio since 2016, initially implementing SMS before expanding to WhatsApp, email, voice, chat, and now RCS. Twilio’s API allowed Fresha to deploy RCS seamlessly, without code changes, while maintaining compliance and adapting to regional communication preferences.
“Twilio gives us the confidence to scale globally, knowing that our messages will be delivered securely and reliably,” Miller noted.
With this upgrade, Fresha not only strengthens customer trust but also empowers salon owners with increased engagement, higher revenue opportunities, and a frictionless communication experience.
