How can businesses benefit from RCS messaging?

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As you may be aware from our previous blog post, Esendex has been accepted on to Google’s RCS Early Access Program.

This is an extraordinarily exciting time for Esendex, as this new messaging protocol is set to revolutionise the telecommunications industry on a global scale. But what does this mean for you, as a business? We take a look through some of the core benefits you can expect to experience by implementing this new capability into your communications strategy.

Customer engagement

RCS offers businesses the ability to have a far more interactive communication strategy with their customers than ever before. The core aim of RCS is for customers to be able to conduct a whole journey from start to finish without ever needing to leave their messaging app. An example of this would include researching a train journey, choosing a seat, purchasing a ticket and receiving your train ticket. One smooth journey that can be done from anywhere, as long as you have an internet connection.

Customer services

For many businesses the majority of customer service calls and emails are monopolised by common, straight-forward requests. In fact, according to Smart Customer Service, almost two-thirds of customer service calls are for simple requests. These everyday FAQs can be met by the RCS software, by integrating a chat bot capability. This frees up precious time for your customer service team to deal with more complex requests and ensures more customer queries are satisfactorily answered on a regular basis. This improved response rate can help to improve your company’s brand image while also reducing churn rate.

Tailored communication

Gone are the days when you could simply send out a bulk email or Tweet a promotional message, sit back and wait for the masses to come calling. The new age of customer communication is not only about tailoring your message but also, the channel. With an average open rate of 98%, SMS messages are one of the most effective forms of communication. So with the ability to take this one step further and enable this already switched on audience to complete whole purchase journeys with just a few clicks in a message, you’ll not only help to improve the customer experience but also improve your brand perception and customer retention rate.

Instant gratification

With an ever-increasing demand for instant gratification comes an increasing demand for self-serve capabilities. According to Ad Week, the future belongs to brands that can give consumers instant gratification. Real-time personalised messages are key for marketers. By introducing RCS, customers can access a full range of information at the touch of a button. From product information, event booking, customer queries, videos or promotions.

These are just a few of the benefits that you, as a business, can experience. As technology advances, the gap between customer and company gets ever smaller, and the need to address customers’ requirements on an individual basis becomes ever more important.

For more information on how RCS can help your business, complete our contact form or call 0345 356 5758.

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Amy Robinson

Hi, I’m Amy, Product Marketer at Esendex, with a background in digital and international marketing. I love everything to do with digital technology and improving communication between brands and their customers. I also take great pride in combining digital optimisation with user experience.