What is RCS Business Messaging?

RCS (Rich Communication Services) Busine...

RCS (Rich Communication Services) Business Messaging is an advanced messaging protocol that enhances traditional SMS by enabling rich media, interactivity, and improved branding. It is also referred to as RBM, which is the industry term for the business use of RCS.

RCS Business Messaging allows businesses to send messages with images, carousels, quick-reply buttons and even payments, providing a more engaging and seamless customer experience.

Unlike standard SMS, which is limited to text and basic multimedia, RCS offers a messaging experience similar to popular chat apps like WhatsApp or Messenger but integrated into a phone’s native messaging app.

What are the benefits of RCS Business Messaging?

Branded experience: Businesses can disp...

• Branded experience: Businesses can display their logos, colors and brand identity, ensuring a trustworthy and professional look.
• Rich media capabilities: Send images, GIFs, videos and PDFs without limitations.
• Improved engagement: With interactive elements like buttons and quick replies, users can take action faster.
• Read receipts and analytics: Businesses can track message delivery, open rates and engagement metrics.
• Seamless integration: Works within the phone’s default messaging app without requiring third-party apps.
• Secure and trusted: Verified sender profiles prevent phishing and spam.

Does RCS Business Messaging require internet?

Yes, RCS messages are sent over the inte...

Yes, RCS messages are sent over the internet (Wi-Fi or mobile data). If a recipient’s device or network doesn’t support RCS, the message may fall back to SMS.

How does RCS compare to WhatsApp, Messenger, and other chat apps?

While RCS offers a similar experience to...

While RCS offers a similar experience to WhatsApp and Messenger, it doesn’t require a separate app download. It works natively in a user’s default messaging app. 

Can businesses use RCS for marketing and customer service?

Yes! Businesses can use RCS for: Promot...

Yes! Businesses can use RCS for:

• Promotions and offers: Send engaging marketing campaigns with visuals and interactive buttons.
• Customer support: Provide chatbot and live support options directly in the messaging app.
• Transactional messages: Send appointment reminders, order updates and payment confirmations.

Is RCS Business Messaging better than SMS for businesses?

It depends on the use case. RCS is a pow...

It depends on the use case. RCS is a powerful upgrade for interactive and engaging communication, but SMS still has some advantages:

• Universal reach: SMS works on all devices, whereas RCS requires network and device support.
• No internet needed: SMS can be sent without mobile data or Wi-Fi.
• Higher reliability: SMS works even in areas with weak data coverage.

For businesses, a combination of SMS and RCS ensures the widest reach while delivering an enhanced experience to those who support RCS. It is therefore likely that SMS will continue to be an essential messaging technology for many years to come.

Does RCS work on both Android and Apple devices?

Yes, Apple announced back in November 20...

Yes, Apple announced back in November 2023 that it would support RCS (Rich Communication Services) with the release of iOS 18, which was later launched in September 2024. This means that iPhone users can use RCS features such as high-resolution images, read receipts and more when communicating with Android users.

Most modern Android devices support RCS, provided they are connected to a carrier that enables RCS messaging.

At this stage, not all countries have the technology fully implemented by telecom operators, so there are still gaps in the RCS coverage.

Can you provide an example of an RCS business case?

Barclays, a British multinational bank, ...

Barclays, a British multinational bank, managed to enhance its mobile banking experience using RCS technology.

Barclays had numerous customers relying on traditional methods like phone calls or branch visits for making payments. The goal was therefore to make it easier and more likely for customers to shift to mobile banking.

Barclays utilized RCS to seamlessly guide customers to their mobile app by sending personalized messages to those making manual payments. These messages not only informed customers about the app’s features but also included an option to learn how to get started. When choosing this option, it played an instructional video, followed by a link to download the app.

The new approach made more customers use the app and Barclay’s use of RCS received great feedback as well.