CUSTOMER engagement platform Twilio has announced the global availability of Rich Communication Services (RCS) via its Programmable Messaging and Verify APIs. RCS elevates the standard SMS experience by integrating branded sender identification, enhancing customer trust and engagement.
Here are some key highlights from the RCS launch:
Branded messaging. SMS messages are automatically upgraded to RCS on capable devices. This includes business logos, taglines, business names, and sender verification through Google. It builds trust and provides transparency, which is vital for consumer engagement and driving transactions.
Rich content and interactive features. RCS enables businesses to offer more immersive experiences with features like interactive buttons, carousels, location sharing and quick reply options. These interactive elements facilitate immediate actions from customers, leading to better engagement and higher conversion rates.
No code changes required. Twilio has simplified the adoption of RCS by allowing businesses to configure RCS settings via the Twilio Console without making any changes to their code. Twilio also takes care of carrier registration and onboarding, ensuring seamless message delivery even when RCS isn’t available by switching to SMS.
Increased trust. According to Twilio’s 2024 consumer preferences survey, branded messaging significantly boosts consumer trust, with 75 percent of consumers reporting increased trust when they receive branded texts. This trust translates into higher customer retention and conversion rates, with 4 in 10 consumers making repeat purchases based on trusted communication channels.
Twilio’s RCS is positioned as a feature-rich and secure alternative to SMS, providing an enhanced messaging experience akin to OTT channels like WhatsApp. It builds customer trust, drives engagement, and ultimately helps businesses deliver high-impact communications. The benefits are also backed by research from Futurum, which showed that businesses using RCS saw a 32 percent increase in customer engagement and conversions over traditional SMS.
“RCS delivers richer interactions, improved deliverability, and builds trust in your brand, without changing a single line of code,” positioning it as a key part of Twilio’s broader communications strategy,” said Inbal Shani, Twilio’s chief product officer.
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