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.