The future of business messaging is here
Other · Oct 16, 2024
For every business, connecting with customers is not just crucial but transformative. Effective engagement not only boosts customer satisfaction but also fuels growth and innovation. Yet current methods like SMS and email lack features for real interaction, don’t foster personal connections and you can’t tell if your message is even read. Simply put, they don’t cut it in today’s world of smart and personalized interactive communication. You could use a custom app or platform, but they require customers to sign up, adding further friction. We need a better way.
To help solve this, TELUS is working with Google to bring RCS to its business customers. Rich Communication Services (RCS) is the next generation of standards and messaging protocols that brings advanced functionalities right to the customer’s inbox. RCS will be available on compatible smartphones, including iOS 18 supported iPhones. It works with the default native messaging app found on most phones, eliminating the need for a separate app or an intermediary. All you need is a phone number, and you’ll be able to communicate directly with your customers in a more interactive and engaging way with features similar to standalone over-the-top (OTT) messaging apps such as WhatsApp.
RCS Business features:
RCS offers multiple assets for businesses to drive user engagement. It includes branding (logo, brand name) and offers rich, interactive and contextual messaging. Additionally, it’s secure and verified (a verified check mark is added next to the brand’s logo), giving users peace of mind. All these assets contribute to better user response to brands campaigns.
RCS supports multiple use cases ranging from authentication, notifications, marketing, e-commerce and customer care. Businesses are enthusiastic about higher customer engagement on RCS messages as opposed to other traditional channels (e.g., SMS, emails, calls).
SMS has proven to be a more effective communication tool for businesses compared to email. Text messages
boast a 98% open rate
, while only 20% of emails are opened. Additionally, 45% of SMS recipients respond to messages
, compared to just 6% for emails. Most people read a text within 3 minutes, whereas many emails go unnoticed. With more than 60% of businesses utilizing some form of messaging and more than half the consumers ignoring marketing emails, mobile messaging is the quick and effective way to engage with your clients. RCS takes these advantages further, enhancing the SMS experience with richer, more interactive features.Businesses around the world are rapidly adopting RCS to enhance their customer engagement and communication strategies, and according to
a report
from MarketsAndMarkets the global RCS market is projected to grow to 11.7 billion USD by 2025. This adoption is also across industries; from e-commerce to healthcare, banking and finance and travel and tourism. With use cases ranging from customer service to marketing campaigns, RCS is the next evolution in business communication.With the initial rollout having begun in September, TELUS Business customers can enable RCS on their preferred messaging platform for all compatible devices.
