Unlock New Efficiencies and Opportunities within Customer Communications Strategies
RCS will slowly but surely become the new standard for business messaging.
After all, since October 2023, RCS Business Messaging (RBM) users have surged by 36.3 percent.
That’s huge compared to other channels such as Apple Messages for Businesses (up 6.9 percent), WhatsApp (also up 6.9 percent), and Facebook Messenger (up 5.3 percent).
Why is RCS surging? There are four core reasons:
- It builds trust: RCS enables branded communications, reassuring customers that they’re engaging in a trusted, private conversation.
- It streamlines communication:Â RCS allows businesses to use interactive elements and evolve their text messaging strategy. For instance, companies may use smart chips to recommend conversation starters to customers, share big files, and more.
- It allows brands to showcase products:Â RCS offers rich cards and carousels, allowing the business to showcase multiple product options simultaneously within a text message. Products can also link to the website so customers can learn more and purchase.
- It’s native to every smartphone: RCS isn’t an application that consumers must download. It’s a native part of every smartphone, with Apple being the latest big brand to announce its support for the messaging channel.
Recognizing these benefits, brands are teaming up with RBM Enablers, like HORISEN, to transform their customer communications strategies.
Here are seven examples of how these businesses are doing so.
Improve the Booking Experience
Customers don’t need to call or go online when making or altering a reservation. Instead, businesses can orchestrate an RCS experience with smart chips to guide and automate the experience.
Rethink Product Search
Customers often want to know all available options regardless of what the business sells. With carousels, companies can take them through relevant products, an especially powerful feature in sectors like retail.
Reimagine Subscriptions
Like the use case above, brands can leverage RCS to showcase various plans and subscription options to customers.
With an integrated customer authentication tool, businesses can further personalize the experience with tailored deals and promotions.
Account Verification
Again, by combining RCS with a customer authentication solution, businesses may verify customers in the chat and can continue the conversation with a full understanding of who they are.
Think of how this could enable new travel experiences, for instance. A provider could pass through a customer’s reservation details or perhaps their digital ticket post-authentication.
Resolve FAQs
Still, customers reach out to ask about opening hours, locations, and services. All this information may be available online, but some people will still directly contact the company.
With RCS, businesses can meet these customers where they are with chatbots, guided experiences, or live agents.
Post-Purchase Support
Supporting customers after their purchase is often essential to securing their loyalty. RCS can help as a proactive support channel, informing them of their order status and delivery timelines.
Ongoing Customer Engagement
Via RCS, brands can offer customers loyalty rewards, personalized discounts, product updates, and more to create conversational experiences that keep customers engaged.
HORISEN: A Prominent RBM Enabler
Global brands are actioning RCS use cases like the seven above by partnering with HORISEN, the prominent RBM Enabler.
Indeed, HORISEN now enables businesses to create experiences on RCS, having integrated the channel into its Business Messenger platform.
In doing so, it equip brands with everything they need to craft compelling communication strategies.
Consider how it worked with Vodafone to devise a creative RCS public transport ticketing experience in Germany.
With the Business Messenger Platform by HORISEN, Vodafone orchestrated an experience for travellers to find, select, and purchase tickets through the channel.
More brands can develop similarly innovative experiences with HORISEN and – via the Business Messenger Platform – connect RCS experiences with other channels.
From there, they may orchestrate advanced customer journeys that maintain customer context and augment AI.
To learn more about HORISEN and this solution, visit HORISEN.
This article was published at CX Today, a trusted source for industry news.
