Case Study: SMS for On-Demand Economies

Blys is Australia’s #1 on-demand wellness app, and one of Australia’s fastest-growing wellness brands. Their mission is to improve the quality of life and overall happiness for people around the world, by providing easy to access wellness. Blys connects thousands of clients with qualified health and wellness practitioners across Australia and New Zealand, making it easier for them to access wellness services. Some customers describe them as the “Uber for Massages”.

The Problem

Customer expectations are high in the rapidly growing on-demand economy. This is especially true in areas such as response time, turn-around, and booking efficiency. Typically, the primary communication channels for online booking platforms are e-mail or in-app chat, but services like Blys need to have constant and seamless communication between multiple parties—clients, practitioners, and within the company. They need a better way to manage multiple streams of communication in order to provide better customer experiences.

The Solution

Blys chose SMS for its direct and personalised experience for communication. With the highest open rate of 98% of any communication channels like email, SMS ensures that their customers will not miss any important updates about their bookings, questions, and promotions.