What Is RCS Messaging and How It Transforms Customer Communication 

Imagine a notification popping up on your phone. It’s some unknown number about a sales promotion on your favorite. The message is plain text, no images, and a dodgy-looking link. Would you be inclined to click it? 

Now imagine the same alert, but this time it’s aesthetically enticing. There is imagery, the store’s logo, product details, and appealing colors. It even comes with a button saying, “Buy Now,” eliminating the need for a follow-up query or link.  

Which of the two experiences would get you more interested to engage? 

The second example is driven by RCS messages, a new-age messaging protocol designed for smartphones with features like clickable buttons, rich media, and brand-tailored messages for brands. RCS messaging makes it more engaging and enjoyable for customers to connect with businesses. 

Let’s learn some more about RCS messaging and what it can do for your customer experience and performance. 

What does RCS message mean?

Rich Communication Services, or RCS, is a messaging protocol that represents and drives modern-day smartphone messaging. It comes with advanced features, including high-resolution videos and images, suggested responses, rich cards, and branded sender data. Also, it has real-time indicators like “read” and “typing,” keeping customers well-informed and always updated.  

Customers use these engaging features across communication platforms like Facebook Messenger and WhatsApp. With RCS messaging, however, RCS messaging comes with in-built interactive features. 

Businesses, eCommerce in particular, benefit a great deal from RCS messaging. Its rich and engaging features can streamline transactions, boost engagement, and add a layer of personalization to messaging. 

RCS Messaging vs. SMS Messaging: How Are They Different 

In simple words, RCS messaging is an enhanced and modernized version of SMS messaging.  

In contrast to the RCS message, SMS does not need IP or require cellular connection or Wi-Fi. SMS messaging is carried out directly via the cellular network, such as voice calls. SMS messaging is set on the Global Systems for Mobile Communications protocol, defining the sending and receiving of messages across a network. 

RCS messaging requires a functional internet connection or mobile data. Some other essential contrasts are based around branding and media capabilities. 

Why Does RCS Matter for Your Customer Service?  

RCS is a mutually beneficial protocol for both customers and businesses. It creates a dynamic, consistent, and safe user experience. Support teams and sales agents, on the other hand, can use the interactive features to communicate with ease. Using these enhanced features, companies can deal with customer queries more effectively. 

Rich Media Support  

RCS messages allow you to share videos, images, QR codes, and carousels, enabling customer service agents to provide proactive service. This is particularly useful for: 

• Sharing of links/documents, maps, or menus  

• Sending product demos, images, and videos  

Branded Conversations  

RCS allows brands to use their name, visual identity, and logo, fostering credibility and trust. Maintaining a consistent and impactful brand image is incredibly important in today’s competitive business climate. Customers are more inclined to engage when they know who’s reaching them. 

Real-Time Communication 

In contrast to the traditional SMS, RCS messaging enables a live chat experience. Customers can respond in real time, see typing or seen indicators, and know when their message is delivered and read. This makes interactions more human and quicker. 

Higher Conversions & Engagement 

RCS messaging is user-friendly and more visually engaging. With colors, graphics, and imagery, customers are more likely to connect with the brand. Studies indicate an enhanced response rate compared to an email or a traditional SMS. 

Interactive Features  

With suggested actions, carousels, and quick replies, RCS messaging drives customer journeys directly through the chat. It incorporates options like “track my order,” “talk to an agent,” or “reschedule appointment.” This simplifies self-service and lowers the customers’ effort. 

Using RCS Messaging to Improve CX  

RCS has revolutionized messaging software for brands. It comes with enhanced features to enrich and simplify engagement, making your customer experience more visually appealing and effortless. 

Use High-Quality Product Images 

With RCS, you can create an immersive experience for the customers. Carousels, high-resolution graphics, and media cards. Carousels make it easy to display various products or services at once and encourage users to swipe through the slides.  

Brands like Nike and Sephora know how to use rich and appealing media for their customer interactions. Nike uses immersive product videos and imagery, while Sephora showcases bright carousels for personalized recommendations and product lines.  

In fact, visually captivating content tends to generate higher social media engagement, turning simple support into a brand-building opportunity. 

Offer Suggested Actions and Replies  

Suggested actions and replies in RCS messaging allow customers to proceed with a company easily and efficiently. For instance, businesses could offer a “schedule now” or “contact us” button.  

These action prompts make it easier for the users to take action via the message conversation. Also, auto responses enable recipients to follow through on their appointments and tasks.  

Tickets, Requests, and Send Payments  

RCS messaging makes transaction handling effortless with the message thread. Customers don’t have to download apps or visit external websites to make a purchase, get tickets, make and confirm bookings, and receive receipts. All takes place in one smooth and interactive conversation. 

Financial service and retailer brands like HSBC and Walmart are also using RCS messaging to provide secure order confirmations, in-message payment requests, and fraud alerts with actionable buttons and branded visuals. 

Use RCS Services to Your Brand’s Advantage  

RCS messaging creates a unified and effortless user experience. The great thing is that RCS is not complex, and getting started only takes a few simple steps.  

To set up RCS messaging for your business, create a profile using Google Jibe. With some simple verification protocols, you’d be good to go in no time. Then you can connect your RCS messaging to your helpdesk software. You can then manage RCS messaging across other channels to interact with customers across all devices supporting RCS messaging.