Title: RCS Business Messaging guide with examples
URL: https://www.infobip.com/guides/rcs
RCS BUSINESS MESSAGING GUIDE / INTRODUCTION
# Elevating your brand with RCS Business Messaging: A practical guide
In the last couple of years, Rich Communication Services (RCS) has taken center stage as a leading customer communication channel.
It is the perfect blend of reliability of SMS messages and the rich features of modern messaging apps. With RCS Business Messaging, brands can build stronger customer relationships and see impressive results from their campaigns.
In this guide, we deep dive into the ins and outs of RCS Business Messaging. We’ll start by defining RCS and compare it with SMS, MMS, and over-the-top (OTT) messages (like WhatsApp or Viber). Next, we’ll explore use cases for various verticals – banking, eCommerce, healthcare, and more. Lastly, we are going to answer all your RCS-related questions.
Ready to boost customer engagement and drive sales with RCS Business Messaging? Then, keep reading.
[ All chapters ](#chapters)
[ RCS vs other channels ](guides/rcs/rcs-vs-messaging-channels)
## What is RCS?
Rich communication services is an IP-based messaging service with rich messaging features similar to chat apps but provided through mobile network operators. You might also hear RCS messaging called RCS chats or RCS texting.
RCS is now supported both on Android phones and Apple devices. Apple has enabled RCS and RBM with the release of iOS 18.1, which you can download and install since September 16th. This update transformed how Apple and Android users communicate.
This game-changing move bridges the gap between the two platforms, allowing uninterrupted and seamless communication across devices. Additionally, this will help RCS to have the second-biggest reach after SMS.
Learn everything about this new development and what it could mean for the future of messaging:
## How do businesses use RCS?
As discussed, RCS is the core technology standard that both individual consumers and businesses use.
However, RCS Business Messaging (RBM) tailors RCS specifically for business-to-consumer communication.
To better understand the key differences between RCS and RBM, let's take a look at the following comparison table:
FeatureRCSRCS Business Messaging**Target audience**IndividualsBusinesses**Primary focus**Enhancing personal conversationsImproving business communication**Supported features**Rich media content, location sharingInteractive buttons, suggested replies, campaign tracking**Example**Sending messages between friends, family, relatives, etc.Sending delivery notifications for online orders, coordinating plans with co-workers, etc.
## 10 RCS Business Messaging examples
### Appointment scheduling
RCS allows you to schedule appointment confirmations and timely reminders automatically.
Customers can reschedule appointments directly through RCS messages with suggested alternative timeslots.
This significantly reduces missed appointments and frees up your staff’s time.
### Customer education
Based on customer data, you can send tailored educational messages to specific groups that would benefit the most and guide new customers through setup and core features with interactive RCS tutorials. They can learn at their own pace, reviewing RCS messages whenever convenient.
You can also track engagement with your educational RCS messages to see which topics and formats perform best.
Improved customer understanding of your products or services often leads to increased satisfaction and reduced support inquiries.
### Collect customer feedback
Customers can respond instantly within the RCS thread, providing feedback while the experience remains fresh. This allows you to address issues or capitalize on positive experiences promptly.
### Send order and delivery updates
Go beyond plain SMS with images of products, interactive delivery tracking maps, real-time status updates, and quick action buttons for modifying delivery preferences.
Allow customers to quickly ask questions about their order status, change the delivery address, or provide feedback directly within the RCS chat.
### Loyalty programs
RCS is perfect for sending limited-time offers or exclusive discounts to your loyalty members, creating a sense of urgency and driving sales.
Use customer data to send highly personalized rewards, promotions, and point balance updates tailored to their preferences and shopping behavior. Make your loyalty program fun by incorporating gamification elements – challenges, progress bars, and rewards revealed via interactive elements.
### Event invitations
RCS lets you generate buzz before the event through polls, teasers, or behind-the-scenes content related to the event.
Keeping all essential event details (date, time, location, dress code) accessible within the RCS messages makes it easy for guests to find the relevant information and indicate their attendance, simplifying the RSVP process for guests and organizers.
### Customer support
RCS allows for authentic back-and-forth conversations. Customers can ask questions, provide feedback, or share screenshots/videos of an issue directly.
Customers can send images or videos of their issues, speeding up diagnostics and allowing support agents to provide more accurate solutions. RCS can be combined with chatbots for initial problem identification, routing inquiries to the correct department, and collecting essential information before handing it off to a human agent.
### Send interactive boarding passes
RCS allows passengers to add their boarding pass directly to Google Wallet using the messaging app. This eliminates the need for screenshots or printouts.
Any flight changes, delays, or gate updates are pushed directly into the RCS thread, keeping passengers informed proactively. Additionally, passengers can easily ask questions, request assistance, or upgrade seats through RCS messages.
### Product returns
RCS can integrate with inventory management systems, automatically triggering return labels and refunds and minimizing manual work for your staff.
Customers can share images or videos of the issue with the product, aiding in faster diagnosis and potential resolution without needing a return.
### Bill payment
Embedding payment options directly within the RCS message makes payment a one-click process. Customers can quickly request payment plans or extensions, ask questions about their bills, dispute charges, or request payment arrangements.
### Key features and benefits of RBM for your business
Gartner predicts that by 2025, 80% of customer service organizations will have abandoned native mobile apps in favor of messaging for a better customer experience.
RCS Business Messaging messages land directly on your customers’ phones, so they do not need to download an app. This ensures your message reaches its target audiences, leading to powerful benefits for your business.
### Verified sender
Two-thirds of customers believe trust in companies matters more than it did before.
Since trust is very important to customers, they can be confident that the messages they receive are indeed from your business and not from a fraudulent source. This helps maintain credibility and reduces the likelihood of customers ignoring or flagging your messages as spam.
### Branded messages
78% of consumers can recall the logo's primary color, compared to only 43% who can remember the brand’s name.
That is why displaying your logo and brand colors directly within RCS Business Messaging messages reinforces your brand identity and makes you immediately recognizable.
### Rich media cards
74% of customers expect companies to use existing technologies in new ways to create better experiences.
Since RBM supports interactive and visually appealing messages with features such as high-resolution images, carousels, buttons, and suggested replies, you can easily put links to your products and re-direct customers with one tap from the first message to the cart.
### Suggested replies and actions
With suggested actions and replies, you can lead the conversation, and your customer needs minimum effort to react and engage with your visually appealing content, which leads to better conversion rates.
### Analytics
With in-depth CTR analysis for each rich card, button, or document, you can track message performance to find what works best and optimize future communications.
Additionally, you can track campaign results and have better measurements with URL tracking (Infobip additional solution).
## RCS Business Messaging market insights
RCS has been around since 2008, but its adoption is rapidly accelerating. Juniper Research predicts there will be more than 2.2 billion RCS active subscribers globally by 2028.
Apple's announced RCS integration in 2024 will further fuel adoption, adding a projected 900 million users within two years, reaching 2.1 billion active users globally.
With Apple’s support for RCS Business Messaging and an increased number of operators rolling out RCS Business Messaging worldwide, the expected number of RCS-capable devices by the end of 2024 is 5.6 billion, an increase from 4.2 billion in 2023.
Revenue is also expected to grow significantly with an annual growth rate (CAGR 2024-2028) of 1.99%, resulting in a market volume of $1.6tn by 2028. Most revenue will be generated in the United States, $337bn in 2024. This presents a massive opportunity for enterprises; those who adopt RCS early will gain a competitive advantage in customer communications.
Juniper Research forecasts that the number of RCS business messages received per annum will increase from 41 billion in 2023 to more than 427 billion in 2028.
RCS isn't just about growth; it's about connecting with customers in the way they prefer:
- **74%** are more likely to engage with a brand through RCS
- **35x** more likely to read RCS messages than emails
[Juniper Research Leaderboard 2024]
### Infobip is the leading global RCS Business Messaging player.
[ Contact us ](/contact)
[ Check out the report ](https://cdn-web.infobip.com/uploads/2024/10/Infobip-RCS-Leaderboard-Reprint-2024.pdf)
### The proof is on our platform
We have seen a 62% increase in RCS interactions on our platform. The telecom and finance sectors saw a massive 1062% and 40% jump in RCS interactions, respectively.
RCS is even proving its effectiveness during peak shopping seasons:
- [Black Friday](/blog/shopping-season-mobile-messaging-trends) **1564%** growth
- Cyber Monday **112x** growth
- Prime day **921%** growth
The numbers don’t lie – RCS delivers the rich, conversational experiences modern customers want.
Find out more:
## RCS FAQs
Your phone needs to have a messaging app with RCS Business Messaging capabilities. This app is either Google Messages or Samsung Messages. The app needs to be your default messaging app to receive the message, and you need to have RCS Business Messaging features active inside the app (there is an option in the settings of both these apps where you can turn it ON).
You can send images (.jpg, .jpeg, .png), GIFs, and videos (only .mp4).
You can send PDFs but cannot send .mp3 files.
[ All chapters ](#chapters)
[ RCS vs other channels ](guides/rcs/rcs-vs-messaging-channels)
## Build customer relationships over every possible channel
Deliver true omnichannel experiences on the most robust platform.
[ Introduction: What is RCS?
](/guides/rcs)[ Chapter 1: RCS Business Messaging vs other messaging channels
](/guides/rcs/rcs-vs-messaging-channels)[ Chapter 2: RCS Business Messaging and Vertex AI
](/guides/rcs/vertex-ai)[ Chapter 3: RCS Business Messaging for the finance industry
](/guides/rcs/finance)[ Chapter 4: RCS Business Messaging for retail & eCommerce
](/guides/rcs/retail-and-ecommerce)[ Chapter 5: RCS Business Messaging for travel & tourism
](/guides/rcs/travel-and-tourism)[ Chapter 6: RCS Business Messaging for healthcare
](/guides/rcs/healthcare)[ Chapter 7: RCS Business Messaging for telecommunications
](/guides/rcs/telecommunications)[ Chapter 8: How to choose an RCS Business Messaging provider?](/guides/rcs/choosing-the-right-rcs-provider)