How RCS Messaging Can Be Used To Enhance CX?

Messaging has become the star of business communication today. Messaging has transformed the way companies interact with customers, and RCS messaging is revolutionizing it in a new way. It is lightning-fast and incredibly convenient. 

SMS messages are popular but lack the features like rich media and chat capabilities. Have you wondered what the next-generation SMS would look like? This is where Rich Communication Services (RCS) steps in, and it brings more features to the table.

So, how is RCS revolutionizing the market? With its enhanced capabilities, it is redefining how businesses connect with customers. It is not just messaging, but it is a whole new level of customer engagement. Travel along the article to get a clear picture of how rich communication services messaging can be used to enhance customer engagement:

What is RCS Messaging?

Why is there so much talk about RCS Messaging? RCS is like taking your regular SMS to the next level. If you love features like read receipts, group chats, and sharing media in modern apps, it brings all that in one place.

Here, your chats are dynamic and multimedia-friendly, and all are handled by the data network. But what makes RCS truly exciting for businesses? With all these interactive features and more, businesses can create engaging experiences for customers. Apart from testing, it is about building stronger connections and providing better service.

How to Connect with Customers Through RCS Messaging

RCS takes messaging to the next level for companies interacting with customers. Its features improve and simplify interactions, giving users a more visually appealing experience. The ways in which it can be used to improve customer engagement include:

1. Make Use of Its Rich Features

RCS offers lots of rich features. From captivating rich media carousels to convenient suggested call-to-action buttons, your messages can now stand out with them. And the message gives a glimpse of your brand’s personality with your logo and colors.

But why should you look for it? Making the right use of its features helps you give an experience that’s familiar, trusted, and simple. When customers see your brand logo and colors in their inbox, it would be like a friendly wave in a crowded room. And those carousels, images, videos, and more turn interactions into engaging experiences. 

2. Tickets, Requests, Send Payments, and More

Text message transaction management is made easier with rich communication services messaging. To make an order or get receipts, tickets, and other documents, users don’t need to visit a website or download a different app.

For example, sports venues can deliver entrance tickets through text rather than through email or a different app. Also, boarding tickets can be sent through text by railways or airlines. These transactional features increase convenience while reducing unnecessary complexity.

3. Divide Your Customer 

Attracting new customers is important, but don’t overlook the ones you already have, especially those who are at the risk of leaving. RCS is the best choice for re-engaging with inactive or nearly lost customers.

Find a reputable RCS provider with a modern toolkit. Then, use the customer insights you have gathered and segregate them under demographics, loyalty status, and preferences. Divide them based on characteristics and behaviors. 

With these segments in hand, create targeted, personalized campaigns and offer tailored solutions. It is very useful for customer retention and business growth. 

4. Use Chatbots to Automate

One of the many benefits of using RCS service is that it makes it easy for companies to introduce chatbots that can interact with customers.

Building a chatbot can reduce employee workloads and improve response satisfaction. It also reduces time-to-resolution by answering frequently asked questions and making product recommendations.

Setting up a system that allows you to be present on the channel with your chatbot is an essential part. In this approach, if a consumer has complicated questions that your chatbot can’t respond to, a smooth conversation handover to human agents is possible.

Summing Up

To maximize your RCS’s potential, Gupshup offers capabilities for two-way, rich conversations. Gupshup’s RCS features are ideal for businesses and government organizations looking to improve their mobile messaging experience.

Gupshup’s RCS includes robust security, compliance, privacy measures, and essential administrative controls. It is the all-in-one solution for using the power of RCS, along with keeping everything safe and compliant.