Two Trends for Telecoms in 2019

Topic: Technology

2018 was an epic year of change for many companies and this was no different for Esendex. We founded and became part of Commify Group in order to bring you the best products for your business. We went to MWC in Barcelona and LA to showcase our latest developments in RCS messaging which is set to change the way businesses communicate with customers this year.

Over 1 Billion people will use RCS messaging in 2019

SMS gets an upgrade in the form of RCS with more networks and devices getting on board bring businesses like yours new functionality in their customer messaging. With RCS or Rich Business Messaging you can enhance your messages with images, interactive buttons, carousels calendar integrations and even complete purchases all within Androids messaging app.
Utilising rich content can see a better return on investment as coupled with  SMS’s unrivalled open rates, provides customers with a more engaging and interesting experience that is sure to elevate your brand.  
Mobilesquared’s research states that over 1 Billion people will use RCS messaging around the world by the end of 2019. This growth in the RCS messaging market is then due to accelerate, and predicted growth is set to be over 3 Billion users by the end of 2023.

“Our research shows adoption and usage of RCS and rich business messaging will enjoy steady growth for the next couple of years, before accelerating from 2020… That growth will be driven by brands recognising that RCS will combine the effectiveness of SMS, with the functionality of WhatsApp, and the richness of an app.
There is still very little understanding around RCS within the industry despite the noticeable buzz… With Subway reporting a 50-60% lift in conversion rates… Now is the time for brands to look to RCS to reap the rewards.”
Nick Lane, chief insight analyst at Mobilesquared

Our customers have experienced 30% lift in conversion rates when trialling rich content as part of their usual marketing campaign.

Customer experience could be your greatest asset

Companies such as Apple and Amazon, are paving the way for excellent customer experience. As consumers become accustomed to receiving this high level of experience and omni-channel service from  big global brands, the same standards are expected for all businesses regardless of size or industry,
According to research done by American Express, on average, consumers will tell 15 people about a bad experience they received from a business or brand. However with today’s social media channels, an outburst around poor quality service could end up reaching many more.

“It’s very logical: There is proven ROI in doing whatever you can to turn your customers into advocates for your brand or business. The way to create advocates is to offer superior customer service.”
Gary Vaynerchuk, The Thank You Economy

Businesses are always looking for something that can elevate them over their competition and more often than not their customers can identify this better than their team can. As 64% of consumers find customer experience more important than price (Source: Gartner) it’s always a good idea to survey customers to discover how they feel about your brand.
With new start-ups and technology  available in every sector, crowded markets can be hard to shine through, but it businesses are more likely to see success by focussing on their customer service rather than price.

“We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience. Then we let the customers be our marketing.”
Tony Hsieh, Founder and CEO of Zappos

If you’re interested to know more about how our services can help improve your business, please get in contact with our team today on 0345 356 5758 or email us at [email protected].

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