Case Study: Fresha achieves seamless, personalized customer communication at scale with SendGrid and Twilio

How Fresha empowers businesses with Twilio

Fresha, a leading beauty and wellness booking platform serving more than 130,000 businesses in 120+ countries, needed a way to deliver personalized communications and support at global scale while reducing wait times and staying compliant. As its operations expanded, Fresha wanted a reliable platform for appointment notifications, customer messaging, and omnichannel service.

Using SendGrid along with the broader Twilio communications stack, Fresha implemented SMS, RCS, WhatsApp, email, voice, chat, and Twilio Flex to unify customer interactions and power AI support through its virtual assistant, Nova. With SendGrid and Twilio, Fresha achieved a 99.2% RCS delivery rate, a 7.1% uplift in review engagement, and 70% AI agent containment without transfer, helping improve productivity, trust, and customer experience.

Fresha

Jeremy Miller

Head of Product