Unlocking the Future of Customer Engagement: How Sweepr Leverages RCS for Telcos

Written by: Stephane

Published: August 29, 2024

Discover the Power of Rich Communication Services (RCS)

In today’s rapidly evolving digital landscape, staying ahead of customer expectations is crucial. Rich Communication Services (RCS) is revolutionizing customer engagement for Communication Service Providers (CSPs), transforming traditional SMS into interactive, multimedia-rich experiences. One challenge arises when it comes to orchestrating these interactions and managing them like any other digital care channels. That’s where Sweepr comes into the picture.

Let’s first explore what RCS is exactly and how it improves UX.

What is RCS?

Rich Communication Services (RCS) is a next-generation messaging protocol designed to enhance the traditional SMS experience by adding rich media, interactive elements, and real-time communication capabilities. It is a powerful new tool to engage users directly within their default messaging apps on both iOS and Android.

How does RCS greatly improve User Experience? 

RCS represents a significant evolution in mobile messaging, combining the universal reach of SMS with the advanced features of modern messaging apps.

For businesses like CSPs, this protocol offers an unprecedented opportunity to create engaging, interactive user experiences directly within the default iOS and Android messaging apps that consumers already know and trust. As RCS adoption grows, it will likely become a cornerstone of customer engagement strategies, driving both user satisfaction and business outcomes.

Why RCS?

  • Enhanced Customer Experience: With RCS, one can build a customer journey such as an upsell flow for a new digital service directly in the native Android or iOS message apps ; providing great ease of use for consumers. Unlike SMS, RCS supports rich media, interactive elements, and a dynamic user interface, making customer interactions more engaging and intuitive.
  • Universal Reach on Mobile: With RCS, CSPs can connect directly with customers in a fully validated, trusted end to end messenger mode. This is through their default messaging apps on both Android and, soon, iOS. This universality ensures that every customer, regardless of their device, can enjoy the enhanced features of RCS messaging.

Integrate RCS with Sweepr’s Omnichannel Platform

Sweepr’s platform is natively omnichannel, allowing CSPs to publish digital journeys across all channels they use to connect with customers, ensuring operational efficiency and consistent messaging. To date, we already support a wide array of channels such as mobile app, web, voice, WhatsApp, IVR, chat tools, Google CCAI, etc.

Today, we are excited to expand our capability with an app-less approach, leveraging RCS to deliver digital journeys directly on customers’ favorite Android and soon iOS mobile devices. Our platform’s seamless integration with RCS empowers CSPs to leverage its full potential, enhancing their omnichannel strategy:

  • Unified Experience: RCS enhances digital journeys with interactivity, multimedia content, and real-time engagement, ensuring a seamless and compelling customer experience across all channels.
  • Smart Automation and Personalization: Automate customer interactions with intelligent workflows, allowing personalized, context-aware messages that increase engagement and satisfaction. This integration ensures that every customer interaction is relevant and timely.
  • Future-Proof Direct Communication: As RCS is poised to become the de facto standard for customer interaction on both iOS and Android, CSPs are positioned to lead the charge in direct, effective, and immersive customer communication. This transition ensures that your customer engagement strategy is not just current, but future-ready.
  • Support for both Reactive and Proactive Engagements: Sweepr can accommodate journeys proactively reaching out to the CSPs’ customers with an offer or an issue they detected on their end. Moreover, it can also offer the more traditional reactive approach where a customer sends a message to state their issue.

Let’s look at this RCS demo: 

In the video below, we showcase Sweepr’s ability to deliver omnichannel digital care. In this instance, CSPs are interacting with subscribers through RCS messaging. Customers can be engaged proactively as demonstrated by the “up-sell promotion offer” use case or can decide to reactively interact with the system by stating their problem as seen in the network troubleshooting example. In both cases, Sweepr’s Experience Builder provides a powerful and easy-to-use low-code authoring environment supporting “Write once, Publish many”: the ability to create digital journeys for all enabled channels at once. This capability is also featured in this video by showing how a change in the intent becomes available instantaneously on both the RCS and the mobile app experiences.

Key Features of RCS Integration:

  • Ease of reach: Build customer journey natively in Android and iOS message apps ; no need for the user to log in anywhere or use a separate app.
  • Interactive Rich Media: Embed images, videos, and carousels directly into messages, creating visually stunning and engaging experiences.
  • Advanced Messaging Capabilities: Utilize features like read receipts, typing indicators, and suggested replies, providing a seamless, chat-like interaction that enhances customer engagement.
  • Enhanced Security and Reliability: Benefit from the security enhancements of RCS, ensuring that all communications are secure and reliable.

Join the RCS Revolution

Embrace RCS to redefine customer engagement. By integrating RCS with our omnichannel platform, CSPs can offer a new level of interaction, making every customer touchpoint more engaging, efficient, and impactful. Stay ahead of the curve and set new standards in customer communication.

RCS support on iOS is now enabled as of iOS 18 and the launch of the iPhone 16 in September 2024, while Android is already supporting RCS. This presents an opportunity for CSPs to bridge the gap between their customer base by offering a truly unified experience across the two main phone operating systems. On top of this, CSPs will gain operational efficiencies by only maintaining one solution at a time thanks to Sweepr’s natively omnichannel capabilities.

Connect with Us

Ready to transform your customer engagement with RCS? Contact us to discover how Sweepr’s solutions can enhance your digital customer journey and deliver a superior user experience.

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