Fresha Taps Twilio for RCS-Powered Messaging

Fresha Taps Twilio for RCS-Powered Messaging

With the help of Twilio’s solutions, Fresha can now build and launch new features at pace, focusing on local customer preferences and staying trusted and compliant as they grow.

Twilio, the customer engagement platform, has announced that Fresha, a booking platform for the beauty and wellness industry, is building customer trust and driving significant business growth by adopting Rich Communication Services (RCS) messaging, powered by Twilio and Google.

Fresha upgraded from traditional SMS to RCS to transform standard notifications into trusted, branded conversations. The move resulted in an immediate and measurable uplift across the customer journey, including a 41.3% read rate on appointment messages and a 7.1% increase in customer reviews.

“We’re here to make life easier for salon owners, putting their needs front and centre 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. For Fresha, this meant replacing plain text messages with dynamic, branded notifications for confirmations, reminders, and thank-yous.

ALSO READ: To Drive ROI, CX Leaders Must Move Beyond Vanity Metrics

With Twilio’s seamless API, Fresha deployed RCS with no code changes, achieving better results compared to SMS.

“RCS stands out because it’s trustworthy,” said Stephen Brough, Global GTM Head – RCS for Business at Google. “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.”

With the help of Twilio’s solutions, Fresha can now build and launch new features at pace, focusing on local customer preferences and staying trusted and compliant as they grow.

Jeremy Miller, Head of Product at Fresha, said, “Twilio lets us launch in new countries with complete confidence that our messages will be delivered, protecting the customer experience no matter where we go.”

Peter Bell, EMEA Vice President of Marketing at Twilio, said, “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.”

ALSO READ: Phonexa Increases Consumer Conversions Through SMS