Twilio have earned a powerful reputation in the unified communication world thanks to their commitment to connecting businesses and customers on a whole new level. Recently, the leading cloud communications brand announced that they would be adding Rich Communications Services or “RCS” to the Twilio portfolio. This should give users the chance to connect with customers through engaging interactive messages.
Studies suggest that today’s customers are eager for a chance to talk to brands in a new way. In fact, 9 out of 10 people say that they’d prefer to message brands through instant chat. With RCS enablement, consumers will be able to see high-res videos and photos, add appointments to digital calendars, and even get map directions to a business location. What’s more, Twilio’s single-pane-of-glass service means that developers can use one API to deliver a rich and diverse range of messaging experiences to any device or platform.
Recognising the Power of RCS Messaging
RCS is an exciting new strategy designed to bring a greater selection of enhanced messaging features into mobile devices through a unique universal standard. This will give consumers the rich messaging experiences they’ve come to expect from common apps like Facebook Messenger and WhatsApp – perfect for establishing stronger relationships with a multi-generational audience.
According to research, RCS is already used by over 157 million active users around the globe, and it’s implemented across the products of 22 different handset manufacturers. Twilio is not only adding RCS to its portfolio, but it’s also part of the “Early Access Program” created by Google to help developers adopt RCS into their messaging systems more easily.
As the number of customer communication channels available in our digitally-transforming world continues to grow, businesses are struggling to keep up with user demands. Fortunately, with the help of Twilio, it will now be possible for developers to take advantage of every available channel for customer messaging, including RCS. The head of RCS at Google, Amir Sarhangi said that the team was pleased to welcome Twilio as part of the early access program. Google believes that Twilio’s support of RCS will help them to provide a more diverse ecosystem for their developers, in which truly amazing customer experiences can begin to come to life.
Twilio and the Age of Customer Experience
For Twilio, the decision to support RCS on their advanced and versatile API is just one more step towards helping developers to create impeccable CX solutions. Today’s brands are constantly looking for ways to engage with their audience in new and thrilling ways. In the past, supporting users across a range of messaging channels would require developers to work with countless APIs and tooling strategies. With Twilio, everything is pooled together on a single system, meaning no more fragmentation, and much less complexity.
With the help of Twilio’s multi-channel messaging API, 1-800-Flowers is now one of the first brands in the world to integrate RCS messaging into their customer communication strategy. They’re currently using the channel to provide clients with feature-rich order confirmations, options to change their order, and even delivery progress updates.
As quick and contextual communication becomes an essential part of differentiation in the saturated marketplace, RCS messaging could be yet another way for businesses to get ahead of their competitors through amazing customer satisfaction. The RCS Business Messaging service is available in developer previous today and will appear at the Mobile World Congress conference too.
