A best-practice approach to customer journey tracking helps you foster loyalty, boost revenue and improve operational efficiency. Here’s how to do it.
True to predictions, Rich Communication Services (RCS) has become a key weapon in companies’ marketing and customer experience arsenal this year. In 2019, 94% of companies have been looking at using it, making it one of the most popular new additions to cross-channel strategies.
Here we look at why it’s becoming so popular – and how companies are using to improve the customer experience.
Rich Communication Services is the next generation of SMS. It essentially combines the best features of SMS, WhatsApp, Facebook Messenger and iMessage in a single, native platform.
Unlike SMS, RCS allows for personalised messaging, read receipts, automated action and reply buttons, unlimited character counts and high-resolution images and video. It works directly through mobile networks, so you’re not relying on recipients using the same app or having the same device.
How RCS helps improve customer experience
RCS gives you an easy way to deliver engaging, rich messaging to a broad audience, providing new opportunities to build customer relationships and boost ROI.
Here are key examples:
RCS adoption is increasing rapidly, so it’s time to start testing it
Google has been spearheading the roll-out of RCS services, and more carriers are enabling it. The Mobilesquard forecasts that a total of 3.23bn people will use RCS messaging across 486 mobile operators by the end of 2023.
It’s easy to integrate RCS with Engage Hub, so that you can communicate with your customers using their preferred channel. Sign up here to start trialling RCS in your next campaign.