Nowadays, texting is not just chatting with friends.
Businesses now employ rich communication
services (RCS) to communicate with customers more smartly. RCS is the
future of regular text messages (SMS). It allows you to send images, buttons,
videos, and more.
Companies employ RCS to send messages, offers, and
assistance simply and engagingly. Businesses can convert ordinary chats into
rich, insightful ones comparable to the smart app-like experience of using one
in your phone’s messaging application with proper configuration.
Here are various uses of RCS for business and how to take
advantage of them.
What
is RCS and why does It Matter
Rich communication services make business messages more
sophisticated and smarter. Unlike default SMS, RCS can contain:
●
Company logos and images
●
Action buttons (e.g., “Call now” or “Buy now”)
●
Carousels and Videos
●
Read receipts and typing indicators
This enhances the chat and makes it more engaging and useful
for the customer. For businesses, it promises more trust and responses from
customers.
These sophisticated services are the RCS service, which operates on mobile networks and messaging
platforms. With this, companies communicate with customers conveniently,
securely, and verified.
Types
of RCS Business Messages
Three primary types of RCS business messages exist. Each
serves a different purpose.
1.
Basic Message
A basic RCS message is similar to ordinary text but more
powerful. It may contain:
Feature:
●
Logo
●
Plain text
●
UTF-8 support
Use Case:
●
Alerts
●
Appointment reminders
●
Verification codes
●
Quick updates
Use it for simple notifications, reminders, or short news.
For instance, a bank can use an indication to send a balance notification with
a logo and a brief action link.
2.
Single RCS Message
A single RCS message is more interactive than a regular one.
It may contain:
Features:
Media + text + CTA buttons
Use Cases:
●
Promotions
●
Product launches
●
Service highlights
●
Event invites
●
Bookings
This type of format is ideal for one-time offers or
promotions. For example, a hotel can post a message along with an image of the
offer of the day and a “Book Now” button.
3.
Conversational RCS
Messages
Conversational RCS messages are two-way conversations. They
enable customers to respond, query, and act within the message box. It may
contain:
Features:
●
Media-rich content
●
Quick replies
●
Suggested actions
●
Branching logic
Use Cases:
● Customer support
● Guided shopping
● Surveys
● Upsell flows
Use this to offer customer support, product shopping, or
assistance with an issue. For example, an airline can use it to allow the
customer to exchange flight seats within the conversation thread.
When
and How to Use RCS Messages
This is how to choose the RCS message for your business
objective:
|
Business Goal
|
Recommended Format
|
Why?
|
Example
|
|
Reminders & Notifications
|
Basic
|
Branded, verified and quick
delivery
|
“Your order is on the way.”
|
|
Marketing Campaigns
|
Single
|
Robust visual appeal and CTA
combination
|
“Flash sale! Tap to shop.”
|
|
Customer Care & Assistance
|
Conversation
|
Strong, reactive, and personalized
|
“Need help with your bill?”
|
How to use them effectively:
●
Keep your messages short and snappy
●
Use buttons to nudge the user
●
Add images only if they support the message
Also, get your messages to people at the appropriate time.
For instance, send offer messages in the morning and support messages during
office hours.
The
Role of RCS Service Enterprise Providers
To begin using RCS, the majority of businesses hire the
services of an RCS service enterprise
provider. They are the companies that assist in putting everything in
place. They link your business to the cellular networks and assist you in
making and distributing messages.
Right providers also provide:
●
Message design assistance
●
Testing and assessment
●
Rules and data privacy support
●
Integration tools to combine RCS with other systems
Having the right partner saves time and prevents errors.
They make your brand messages look good and perform well on all RCS-enabled
devices.
To
Sum It Up
RCS is the future of business messaging. It delivers a
richer, wiser means of communication with your customers. RCS can transform how people experience and interact with your
brand, from basic updates to full chat support.
You can send the right message at the right time with the
proper type of RCS message, such as basic, single, or conversation. And by
working with an RCS service enterprise provider, you can do it securely and
effectively.