RCS Business Messaging

RCS

The Next Big Thing in Business Communications!

Index Why business messaging needed an evolution What is RCS Why brands are considering RCS over other channels?

RCS Functionalities RCS Applications Where the world is moving with RCS

P2

Why business messaging needed an evolution Texting has been a predominant way for brands to connect with their consumers.

But, the world has outgrown simple texts. Today,we want messaging that lets us do things like share high-res photos and larger files, chat with a group, know when messages are read, or make video calls.

RCS is Rich communication services and is actually a replacement of the existing SMS and MMS system. RCS isn’t actually new and came into existence in 2007.

In the following years, it has existed but only in 2019, Google came into the picture.

Think of a platform which is quite like WhatsApp — live chats, sending photos, videos , documents — and put it in the Messaging app on an Android phone and you get what RCS is.

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P3

What is RCS? RCS or Rich Communication Services is a communication protocol between mobile telephone carriers and between phone and carrier, aiming at replacing SMS messages with a text-message system that is richer & more engaging.

Google came out with a large-scale rollout of the RCS (rich communication services) messaging platform, adding a raft of new features to messaging on Android. RCS messaging can be considered as an advanced messaging protocol that works as a carrier and supports it, that eventually bakes into the existing messaging apps.

P4

Why brands are considering RCS over other channels?

CUSTOMER EXPERIENCE

86%

of buyers will pay more for a better customer experience

PRICE PRODUCT

Survey Says : Customer Highly Value Great Customer Experiences

By

2022

customer experience will overtake price and product as the key brand differentiator

With the rise of global smartphone penetration, the demand for better & personalized experiences have grown among consumers.

Brands searching for innovative and new ways to engage their end-users will be able to unlock the benefits of RCS to their advantage.

The pioneering technology provides a richer experience for users, offering a unique form of communication which includes the ability to send notifications and multimedia as well as reaction messages such as surveys.

RCS fills all the gaps and limitations of SMS for consumer usage and improves upon it. RCS builds on the trust, engagement, seamlessness, and security of the established SMS messaging service and takes it to the next step providing richer conversations.

94%

of brands found RCS a better option

20x

RCS provides higher customer engagement than SMS

P5

RCS functionalities RCS is designed to create phenomenal customer experiences.

Lets see how it upgraded the overall experience.

Verified sender

Branding

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Hyper Intuitive UI “What soothes the eye stays in the eye”. RCS allows brands to share hyper personalized content with rich features like images, videos, previewable links etc which can help them engage their customers at a different level altogether. Let's look at some features as well.

Rich media

RCS offers you to share/upload pictures, videos in a single window or carousels which makes it easy for consumers to view & manage multiple CTAs

Improved location functionality

location sharing, view map, etc.

Customized buttons

customized embedded buttons allows users to respond to you in the most easy way possible. The buttons can be customized to clickable links, responses or even a different chat interface.

Longer messages

Unlike SMS, RCS is not limited to 160 characters, enabling the message content to be more robust & at the same time more affordable to brands.

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Suggested Actions

P6

Branding With every RCS you send, your company’s name & logo goes with it. This means you can send a communication and at the same it adds to your brand visibility & helps in your overall marketing effort. Additionally, it comes as an appealing communication to your consumers resulting in a better customer relationship.

Secure Conversations RCS messages are sent with client-to-server encryption. A company has to go through a brand verification process. RCS messages from companies will have the company’s name along with a verification stamp helping build trust in the eyes of the receiver. Other than this all senders are required to be authenticated by the service provider making individuals more comfortable with sharing confidential details.

Integrated Chatbot Great customer experiences are created by how important you make your customers feel. With an integrated chatbot, you can create meaningful experiences for your customers. You can automate your conversations so your customers can get instant answers/solutions to their query. Plus you can use it to digitize or automate repetitive queries which would help you in saving your time & resources.

VFShop

Hi Jane, great news!

Your package will be delivered today!

If you want to make changes to the delivery time or address click on “Chat Now”.

NEW SEARCH

CHAT NOW

Powerful Analytics Marketers thrive for data & analytics so that they can analyze, act & attract consumers with their activities. RCS provides you invaluable insights about your consumer behavior with metrics like “read”, “delivered” & much more so you’re always informed what’s coming & alter your campaigns backed by solid insights.

P7

RCS Applications

P8

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BFSI

No need for money

Bank Loan Offers

Send interest based loan offers in a carousel based media

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Credit Card Upgrades

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Bank Services Updates

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Open your VF Bank A/C and Pay Your Contact

No need for a bank No need for money

Notify your customers with your new offerings & provide instant support with an integrated chatbot

EMI Payment Options VF Bank Saving Account

One App for All

Update your customers about pending EMIs with a “pay now” button

Unsubscribe

P9

VF Vaccine

Airlines Boarding Passes

Share actual boarding with QR codes & all on their phone itself

Hello Mr Gupta, Your flight to Amsterdam departs in 12 hours.

Ticket Confirmation

Here is your boarding pass

Notify your customers with ticket confirmation instantly

XYZ AIR

Lounge Notifications

Apprise your customers with location based lounges & services they can avail

Upsell services

Upsell your inflight services by sending gifs or videos about the convenience with a “upgrade now” button

Flight:

123

PRIORITY

Passenger:

Sumit Gupta

AMS

DEL Boarding

Depart

Terminal

Gate

Seat

5:30PM

1:20AM

G2

A32

5A

Confirm

Contact Airline

P10

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eCommerce & Retail

Saturday, Feb 15, 2022

New Products Updates

Show off the new style in town with image/video based carousels or previewable links

Offers & discounts VF Apparel store launches a

Catch the latest in our

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Buy Now

View Brochure

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Unsubscribe

Notify your customers about upcoming sales campaigns with a “shop now” button. The ease of accessing you will help in better click through rates as well

Order Tracking Allow your customers to track their orders in real time with smart & integrated maps

P11

VF-Telecom

Telecom Bill Payments Send bill notifications with a “pay now” button or a redirection link to your website so you become more accessible to your customers

Upgrade Offers Notify your customers about the new offers they can avail with application links

Automated Service Notifications Update your customers about downtime in advance & in case of WAN, track & update them about the faults & details of the upcoming service engineers

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P12

VF Travels

Travel & Hospitality

Are you ready to check in?

YES

LATER

Location based travel packages

YES

Send rich media notification about the upcoming events in nearby locations or weekend stays/drives etc.

Great, here’s your reservation

Hotel bookings

You booked

Upgrade

Delux Room - 1 Room

Luxury Room - 1 Room

Confirm

Upgrade

Show off your property with high res images & landing pages & improve the chances of converting more customers

Reschedule & Cancellations Send rescheduling or cancellations policies with a link to do it.

P13

Where the world is moving with RCS

P14

The Rich Communication Services Market is expected to register a CAGR of 18.5 % over the forecast period 2021 - 2026

Industry-wise adoption of RCS

Retail

2026

BFSI

Healthcare 2021

Travel & Tourism

USD 5,700 Million

USD 13,300 Million

Media & Entertainment

Others

P15

Market Drivers: Increasing smartphones penetration The rising penetration towards smartphones globally has been acting as one of the major driving factors towards significant growth of rich communication services market. With capabilities of providing differentiated data and multimedia services, various carrier service providers have started shifting towards rich communication services pre-installed within smartphones. Such factors are essentially making the communication process much more multimedia rich with improved user experience, thus leading to increasing smartphone users in the market. Since smartphones have been widely adopted mainly for enhancing communication processes, thus propelling high demands in the rich communication services market.

Global telecom acceptance Strong initiatives by telecom operators along with Google to integrate RCS in android based smartphones are expected to support the strong growth prospects for the RCS market. Last year, AT&T, Verizon, Sprint and T-Mobile agreed to create a joint venture, the Cross Carrier Messaging Initiative (CCMI), to deliver a messaging service based on RCS. One Apple on-board the RCS on its devices, its adoption will get a major boost at the global scale.

P16

Improved advertising brand campaigns Improved advertising brand campaigns have been acting as one of the major drivers towards boosting the market growth of rich communicationservices. Usage of rich communication services helps the advertising companies to improve their services through automation of customer interactions compared to lengthy calls of sales agents. This helps in enhancing customer satisfaction along with saving costs of paying agents for interacting through calls, thus making it a cost efficient alternative.

Emerging economies Ease in running promoting campaigns has prompted the growth of RCS market among organizations in the APAC region. Rising internet penetration is expected to support the market for RCS across developing economics

P17

Sources Mobile Marketing Magazine

Industry Arc

JIBE

TOI

Mordor Intelligence

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