Key Highlights

  • How can RCS compliment CSO
  • Importance of RCS in customer service operations
  • Case study: RCS + customer service operations
  • Features that assist in customer service operations
  • Benefits, such as ROI, saves time, seamless experience
  • RCS applications in other industries (universal global appeal) apart from customer service operations

There are a lot of RCS Business Messaging use cases that focus on sales and revenue, but RCS Business Messaging can also be efficient and effective when it comes to customer assistance. This is one of the lesser-explored aspects of RCS Business Messaging.

Some of the features that ensure an efficient customer service include call to action buttons, chatbot integrations for personalised communication, the capability to make payments within the RCS ecosystem, fallback to a human agent, notification alerts, raising support tickets and much more.

For example, a device manufacturer that handles an inbound request for installation help could insert a how-to video for information that plays directly within the messaging conversation. It is easy to route the conversation on chat over to an agent-assisted call at any time by including a “Contact us” option in a chip list as a suggested action button that opens a voice channel when selected.

In case your customer is at the airport and his/her flight got cancelled with an airline he/she does not fly with often, RCS Business Messaging can provide the passenger with a message for rebooking the flight and a free meal voucher in the same message. The customers can receive excellent customer service at a fraction of the cost to the airline. In case, the RCS Business Messaging message fails for any reason, as failover an SMS can be delivered.

E-commerce companies can send real-time updates, such as shipping and delivery confirmation as well as use it for communication after the delivery to gather feedback or call customer service for additional queries.

Based on the popularity of mobile messaging apps, it is known that customers prefer messaging as compared to a call when it comes to connecting with brands on matters of customer service.

With RCS Business Messaging, messaging becomes conversational and searchable. The customers can simply search for the brand or “chatbot” they want to interact within their inbox without having to find a phone number or email address unlike SMS. It is also one of the easiest formats to automate via chatbot and therefore the lowest cost per contact for the brand. The entire conversation history is saved for later reference and makes it easier for customers to contact the company.
Although every OTT messenger provides rich communication, that is not enough to sustain the next level of customer support without the RCS Business Messaging chatbots.

RCS Business Messaging and Personal banker

Apart from customer support, RCS has other features that engage the customer and provide a good user interface. When combined with SMS, it can deliver impactful promotional campaigns. However, RCS Business Messaging capabilities begins where SMS stops. The character limit is not limited to 160 characters like SMS. It offers dramatic customer experience improvement, allows two-way rich communication and provides the ability to embed ‘call to action’. It provides Enterprises with branded logo and verified mark, product carousels, links in rich media format to create interactive experiences without requiring any downloads while providing an app like functionality. Customers can use these features to interact with customer support to convey their issues with clarity for first-level queries. RCS Business Messaging extends the capability of an SMS and covers those aspects of communication that SMS does not.

The future of customer support features in RCS will include a dynamic set of suggested actions and replies to guide your customer which will increase engagement and real-time surveys that are adapted to survey responses as they happen.