A Twilio, customer engagement platform that provides personalized and real-time experiences, announced the global availability of RCS messagesRich Communication Services) through its APIsProgrammable MessagingandVerify. RCS enhances traditional messaging by introducing sender identification, with your logo appearing directly in the standard messaging app of phones, ensuring that customers can immediately recognize who is sending them this message and trust its source. With this update, companies will be able to send verified messages that build trust and retain customers, everything without the need for code changes
Specifically, Twilio RCS offers
- Brand messages:Twilio RCS automatically upgrades SMS messages to RCS on compatible devices, at no additional cost, for basic messages of up to 160 characters. The resources include the incorporation of commercial logos, slogans, trade name, verification of trusted sender by Google and read receipts. This ensures that customers always know who they are communicating with, increasing trust and engagement – key factors to drive repeat purchases and first-time transactions
- Advanced content and interactive features:RCS messages allow companies to create engaging and interactive experiences with call to action buttons, interactive carousels, location sharing and quick reply options². These features empower users to take immediate actions within the message itself, generating higher engagement and conversion rates, while reinforcing the authenticity of the brand
- No code changes:one of the main advantages of Twilio RCS is the ease of its implementation. Companies can set up their brand in the RCS message and sender verification through the Twilio Console, allowing them to start sending reliable communications without any code changes. Twilio also manages the registration and integration with carriers, capacity checks and provides tools to ensure that messages are delivered via SMS when RCS is not available
As the current scenario evolves, it is crucial for companies to build and maintain consumer trust, especially when they are flooded with notifications and texts. According to a survey on consumer preferences for 2024, from Twilio, 75% of consumers who received a text message with the sender's logo said it increased their trust in the message, with almost half (49%) stating that they would trust brands more if a logo were present in the messages. This trust translates into action: 4 out of 10 consumers repeated their purchase with these brands and 1 in 4 made a purchase for the first time when these brands used reliable communication channels. RCS is a fundamental part of Twilio's new solutions, since it allows reliable communications across all channels, including caller ID features with logo and support for brand indicators for message identificationBIMIin emails. The Twilio API set enables companies to create reliable and engaging communications that stand out in a competitive market and can generate ROI
"On Twilio, we believe that building customer engagement should be as simple and secure as possible, Inbal Shani states, Chief Product Officer of Communications at Twilio. "RCS makes this a reality by offering richer interactions", greater delivery capacity and, the most important, build trust in your brand, without changing a single line of code.”
For companies looking for a more dynamic and interactive communication channel, RCS offers a secure alternative, reliable and improved to SMS. Although SMS remains a vital tool for many use cases, RCS provides a standardized and feature-rich platform that bridges the gap between traditional messaging and the interactive experiences offered by over-the-top (OTT) channels, like WhatsApp. Brand communications ensure that companies can provide engaging and continuous experiences that resonate with customers and build lasting trust
According to a recent study by Futurum Research, companies using RCS experienced a 32% increase in customer engagement and conversion rates compared to traditional SMS. "It makes sense to focus on RCS solutions to help generate value for your clients", says Paul Nashawaty, practice leader, development and modernization of Futurum applications. "This is likely due to the RCS's ability to provide richer and more interactive content", like images, videos and buttons, that can enhance the customer experience and generate greater ROI.”
Availability
Twilio's RCS messages are available in public beta globally for all businesses in Programmable Messaging and generally available in Verify
Previously, the adoption of RCS was limited by its availability only on Android devices. However, with the recentApple announcementthat RCS will be supported on iPhones starting this month, the stage is set for the widespread adoption of this technology. To obtain more information and request access, visithttps://www.twilio.com/en-us/messaging/channels/rcs.
