Enhance Customer Messaging with RCS Features
TL;DR:
- RCS adds app-like features to messaging including buttons, carousels, and branding
- Perfect for bookings, product browsing, and customer support interactions
- Creates faster, more engaging customer experiences than standard SMS
- Always enable SMS fallback for users whose devices don't support RCS
- Test your RCS features regularly to ensure they work across all devices
RCS (Rich Communication Services) turns basic text messaging into something much more useful for businesses. Instead of sending plain text, you can add interactive buttons, image carousels, and even your brand colours directly into messages.
What RCS Brings to Business Messaging
RCS gives you tools that make customer interactions smoother and more engaging:
Interactive Buttons
Add clickable buttons right in your messages. Customers can tap "Book Now", "View Menu", or "Get Directions" without switching apps or opening browsers.
Image Carousels
Show multiple products or services in a scrollable gallery. Perfect for restaurants showing daily specials or retailers highlighting new arrivals.
Brand Consistency
Use your company colours and logo in messages. This keeps your communications looking professional and recognisable.
Rich Media Support
Send high-quality images, videos, and files that display properly within the message thread.
Practical Ways to Use RCS
Streamline Bookings
Let customers book appointments, reserve tables, or schedule services directly through your messages. They can see available times and confirm with a single tap.
Product Discovery
Use carousels to showcase different options. A clothing retailer might show various sizes and colours, while a restaurant could display menu categories.
Efficient Customer Support
Create interactive FAQ sections where customers can tap topics to get instant answers. You can also add quick action buttons for common requests like "Track My Order" or "Reschedule Appointment".
Order Updates
Send delivery notifications with real-time tracking buttons and options to change delivery preferences without phone calls.
Setting Up SMS Fallback
This is the bit most people miss. Not everyone has RCS-enabled devices yet, so you need SMS fallback configured. When RCS features aren't supported, your message automatically converts to a standard SMS format.
Check your messaging platform's settings to enable this feature. Most platforms handle the conversion automatically, but you should test how your messages look in both formats.
Getting Started with RCS
Roll your sleeves up and start with simple features. Begin with basic buttons for your most common customer actions, then gradually add carousels and richer content as you get comfortable.
Test your messages on different devices and carriers. RCS support varies, so make sure your fallback SMS versions still make sense and include necessary information.
Monitor which features your customers use most. This data helps you refine your approach and focus on what actually improves their experience.
FAQs
What devices support RCS?
Most modern Android phones have RCS built-in, and iPhone support is rolling out. Coverage varies by carrier and region, which is why SMS fallback matters.
How do I measure RCS performance?
Track engagement rates, button clicks, and conversion rates compared to standard SMS campaigns. Most RCS platforms provide detailed analytics.
Can I use RCS for marketing campaigns?
Yes, but follow the same rules as SMS marketing. Get proper consent and provide easy opt-out options. RCS works best for service messages and customer support.
What happens if my RCS message fails to deliver?
With proper fallback configured, the system automatically sends an SMS version. Always test this to ensure your fallback messages contain essential information.
Jargon Buster
RCS (Rich Communication Services): Enhanced messaging that adds interactive features like buttons and media to standard text messages
SMS Fallback: Automatic conversion to standard SMS when the recipient's device doesn't support RCS features
Message Carousel: A scrollable gallery of images or cards within a single message
Suggested Actions: Pre-written response buttons that appear in messages for quick customer replies
Wrap-up
RCS transforms basic messaging into a proper customer service channel. The interactive features make it easier for customers to get things done quickly, and the visual elements help your messages stand out.
The key is starting simple and building up your RCS capabilities gradually. Focus on your most common customer interactions first, then expand to more complex features as you learn what works best for your audience.
Remember to test everything thoroughly and keep that SMS fallback working properly. Done right, RCS can significantly improve how you connect with customers through messaging.
Learn about QuickSMS: https://www.quicksms.com/