Where are your customers?
On their smartphones. Americans check their cellphones 144 times a day, once every 10 minutes.
Where should your business be?
Right in your customers’ pockets. With a 98% open rate, SMS (short message service) already beats email’s 32%, proving itself as a powerful tool for reaching customers. But why stop there? The next generation of messaging is here: Rich Communication Services (RCS), or SMS 2.0, is the new must-have channel. This year, global RCS users are predicted to surpass 1 billion and it’s only climbing now that RCS is available on iPhones and Android devices. The future of customer engagement is already ringing.
Keep reading to discover six compelling reasons to prepare to add RCS to your business communications toolbox.
What Is RCS Messaging?
RCS is a powerful messaging channel that combines the global reach of SMS with the rich features of chat apps (such as WhatsApp and Facebook Messenger) to deliver more interactive, captivating user experiences.
RCS can go beyond the plain text of SMS, incorporating high-res images, video and audio clips, read receipts and other features. Provided through mobile network operators, RCS comes native on customer phones (Android and iPhone).
How Can You Use RCS Messaging to Improve Customer Experience and Increase Revenue?
Businesses can use RCS similarly to how they’ve been using SMS to communicate with customers, but with more compelling features, like multimedia to show products or location sharing to display how an order is in transit. Here are some use cases.
Customer Service: Automate Customer Support
Send automated notifications with media rich messages such as:
- Order status updates
- Payment or appointment reminders
- Delivery/service appointment confirmations and updates
- Service outage notifications
- Explanations of changes in monthly bills
Respond to customer queries using an integrated chatbot within the notification itself.
Marketing: Deliver Interactive Promotional Campaigns
Send interactive messages to promote products and services and drive website traffic.
Sales: Engage and Upsell to Existing Customers
Share relevant product updates and special offers (personalized to each customer) through rich media content that encourages customers to upgrade.
6 Benefits of RCS Messaging in Your Omnichannel Communication Strategy
RCS messaging combines the immediacy of SMS with compelling media and features that make those interactions richer, more compelling and more likely to drive action. With RCS messaging you can:
Send longer messages. RCS messages aren’t limited to 160 characters like SMS, so you can avoid the abbreviations or multiple shorter messages and instead send simple, compelling communications as your business teams intend.
Strengthen customer trust through sender verification. Per the GSMA’s Universal Profile standard, all business RCS senders must be registered and verified by the RCS service provider, ensuring users receive authenticated messages and help prevent fraud. Consumers are more likely to engage with secure, reliable and trusted communications.
Capture customers’ attention with custom branding. Unlike SMS messages, RCS chats can include your brand logo and colors, making your business messages stand out in a crowded inbox. Considering how many spam texts consumers get, this branding makes your communications more trustworthy and likely to be read.
Boost click-through rates and conversions by delivering more impactful messages. Use rich media like images, GIFs, audio and video files, documents, and location details to create engaging communications that inspire customers to act.
Increase message response rates by making it simple to respond. Provide a conversational experience by including easily understandable action buttons within the message. For example, confirming a medical appointment becomes effortless with just a simple “Confirm” button, as opposed to having patients reply with a cryptic “1”.
Monitor message performance to boost engagement and conversion. Track engagement rates and click-through rates to understand how consumers respond and interact with your messages. Use this data to refine your messaging and delivery strategies for better outcomes.
Preparing to Add RCS Messaging to Your Customer Communication Suite?
Are these rich communications complicated for businesses to use?
Not at all.
CSG can help you prepare to make the most of RCS and build a robust communication strategy as RCS begins to roll out. Simplify launching and managing all of your communications across channels with our suite of digital channels. Even better, we can help you take it further by sending messages in real-time, at the right time.
Think of how much of an upgrade the RCS experience is to simple text. And then combine that with personalized messaging that customers receive based on where they are in the customer journey. Customers get messages tailored to their needs, reaching them at the right moment, and with rich media they can’t ignore. That’s powerful customer communication.
Ready to Take Your Business Communications to the Next Level?
Contact us to get started.
