Fresha is Enhancing Customer Engagement Through Interactive Tech
Georgia Wray Norsten — July 23, 2025 — Tech
References: businesswire & investors.twilio
Fresha is enhancing beauty and wellness booking platform communications by implementing Rich Communication Services messaging powered by Twilio and Google. The global platform, facilitating over 700,000 daily appointments for 130,000 partners across 120 countries, upgraded from traditional SMS to create trusted, branded conversations with measurable business impact. The RCS implementation delivered impressive results including a 41.3% read rate on appointment messages, 7.1% increase in customer reviews, and 5.3% boost in tipping that directly enhanced partner revenue.
Unlike standard SMS, RCS features verified sender identities, rich media capabilities, and interactive buttons that transform plain notifications into dynamic, branded experiences for confirmations, reminders, and thank-you messages. The seamless API integration required no code changes while achieving 99.2% delivery rates and 6% increased appointment confirmations. Jeremy Miller, Head of Product at Fresha, emphasizes that verified, recognizable branding builds genuine customer trust, leading to stronger relationships and superior outcomes.
Unlike standard SMS, RCS features verified sender identities, rich media capabilities, and interactive buttons that transform plain notifications into dynamic, branded experiences for confirmations, reminders, and thank-you messages. The seamless API integration required no code changes while achieving 99.2% delivery rates and 6% increased appointment confirmations. Jeremy Miller, Head of Product at Fresha, emphasizes that verified, recognizable branding builds genuine customer trust, leading to stronger relationships and superior outcomes.
Trend Themes
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Rich Communication Services (RCS) Integration — The shift from SMS to RCS presents a transformative innovation in customer communication, offering an elevated experience with interactive features and enhanced engagement metrics.
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Interactive Messaging Experiences — The incorporation of rich media and interactive elements into customer notifications transforms static communication channels into dynamic, branded experiences.
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Data-driven Customer Engagement — Businesses are leveraging data from communication tools to drive increased customer satisfaction, opening avenues for higher engagement and growth.
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Dynamic Customer Interaction — Rich Communication Services allow for real-time interaction and feedback, transforming passive communication into an engaging dialogue.
Industry Implications
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Beauty and Wellness Tech — Integrating RCS into booking platforms presents opportunities for beauty and wellness companies to elevate client interactions and operational efficiency.
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Telecommunications — The advancement of RCS as a replacement for SMS challenges telecom industries to innovate messaging services with new capabilities.
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Customer Relationship Management (CRM) — Utilizing advanced, interactive messaging systems within CRM platforms enhances customer outreach strategies and relationship building.
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