- Fresha reports a 41.3% read rate on appointment messages using Twilio-powered RCS.
- Enhanced messaging leads to a 7.1% increase in customer reviews and a 5.3% rise in tips.
- Fresha successfully implements RCS with a 99.2% message delivery rate.
Global beauty and wellness booking platform Fresha has reported significant engagement boosts after adopting Rich Communication Services (RCS) powered by Twilio (TWLO, Financial) and Google. This transition from traditional SMS to RCS has transformed how Fresha communicates with its customers, significantly improving the interaction quality and trustworthiness of messages.
Since implementing RCS, Fresha has seen a 41.3% read rate on appointment messages. The interactive and media-rich nature of RCS has not only increased message engagement but also driven a 7.1% rise in customer reviews and a 5.3% boost in tipping, directly impacting partner revenue positively. The secure and branded presentation of RCS messages has ensured critical communications, such as confirmations and reminders, consistently reach customers, achieving a 99.2% delivery rate.
Fresha, which facilitates over 700,000 appointments daily for 130,000 partners in 120 countries, benefited from Twilio's seamless API integration, allowing for the deployment of RCS without the need for code changes. This initiative is part of Fresha's broader strategy to enhance customer engagement and trust. Jeremy Miller, Head of Product at Fresha, emphasized the importance of building trust through verified and recognizable messaging, which is essential for fostering stronger customer relationships.
Twilio, a key partner of Fresha since 2016, continues to support the platform's expansion and personalization efforts across various communication channels, including WhatsApp, email, and voice, with the help of Twilio's strategic partner, Zing. The adoption of RCS demonstrates Twilio's commitment to providing businesses with the tools needed to cultivate secure and meaningful customer interactions.
