RCS power play: Innovative use cases across industries

To better understand the key differentiators between RCS and RCS for businesses (RBM), take a look at this comparison table:

Here, we explore how a few key industries could leverage RCS to improve their customer experience. Most industries covered in this blog are undergoing some level of digital transformation and have a business imperative to improve their overall customer experience. As a cost-effective, real-time, easily accessible channel, RCS can be the hero of modern, personalized, and dynamic customer service,

Imagine a customer nearing the end of their contract receiving a personalized RCS message from their telecom provider. The message features a rich card showcasing the latest phone models with high-quality images, prices, and key features.

As the customer browses through the interactive carousel of phone models, they can instantly request more information or schedule an upgrade appointment. The RCS messaging platform allows them to view detailed specifications, watch promotional videos, and compare different models seamlessly within the app.

Upon selecting a phone, the customer schedules an appointment through the messaging interface. The telecom company provides real-time updates and sends a confirmation message with the appointment details and a reminder option.

Let’s take the example of a customer scheduling a service appointment. Before the call, the company sends an RCS message featuring a rich card with appointment details, service options, and a brief introductory video.

During the call, the customer service representative provides real-time updates and additional information directly through the messaging app, such as troubleshooting guides or product recommendations. This interaction keeps the customer informed and engaged throughout the conversation.

After the call, a follow-up RCS message is sent with a discussion summary, links to helpful resources, and a satisfaction survey. This seamless integration of RCS messaging with voice calls ensures that customers receive timely and relevant information at every stage of their interaction, enhancing their overall experience and satisfaction.

Send your customers a personalized RCS message reminding them of their upcoming car service appointment. The initial message features a rich card with appointment details, high-quality images of the service center, and an interactive button to confirm or reschedule.

Customers can explore a carousel of service options, including add-ons, with prices and descriptions as they interact with the message. This allows them to easily customize their service package. Once the appointment is confirmed, the customer receives a real-time update with a link to a brief video explaining what to expect during their car service.

On the appointment day, the customer gets a final reminder and directions to the service center, ensuring they arrive on time. There's also a live chat option for any last-minute questions or concerns.

After the service, the customer receives a follow-up message summarizing the work done, links to maintenance tips, and a satisfaction survey. This engagement keeps them fully informed about their vehicle's condition and provides an opportunity for feedback.

You can use an RCS message to showcase special discounts on your customers' items on their wish lists. The message may contain high-quality images, personalized greetings, and discounted prices to grab the customer's attention.

Customers can explore discounted items, read descriptions, watch promotional videos, and check real-time availability by tapping on the interactive carousel. They can make purchases directly through the messaging interface, add items to their cart, apply promo codes, and complete a secure checkout — all within the messaging app.

After making a purchase, the customer will receive a confirmation with order details, delivery date, and a tracking link. A few days later, you could send a follow-up message with a link for reviews, social media sharing, and a discount on their next purchase. This seamless RCS integration improves the shopping experience, increasing customer satisfaction and loyalty.

Use RCS messaging to proactively notify customers of transactions that deviate from their usual account activity to prevent potential fraudulent activity. The message includes a summary of recent transactions, presented with high-quality, interactive elements for quick review.

The customer can view detailed descriptions of each transaction and their current account balance in real time by tapping on the interactive elements. If they recognize all transactions, they can approve them directly through the messaging interface with a simple tap.

If the customer does not recognize a transaction, they can flag it for further investigation. The RCS platform offers options to contact customer service, initiate a dispute, or receive immediate assistance through secure chat or callback.

After approving or flagging transactions, the customer receives a confirmation message, ensuring their account status is secure and active

How could a Utilities provider use RCS messaging during a power outage? You could send a personalized message featuring detailed outage information, high-quality images, and real-time updates to ensure they are well-informed.

Tapping the interactive elements, the customer can view the estimated restoration time, see safety tips, and access additional resources. The RCS messaging platform provides real-time updates on the outage status and allows customers to report issues directly within the messaging app.

After the outage is resolved, the customer receives a confirmation message with the restoration details and a follow-up link to report any lingering issues or provide feedback on the service. 

Imagine using RCS to connect with travelers just hours before their flight. They receive a vibrant, personalized message from their travel company, filled with flight details, high-quality images of their destination, and a convenient button to check in online.

With just a few taps, travelers can check in, view or change their seat assignments, and get real-time flight updates. Shortly after, another RCS message arrives announcing an exciting hotel room upgrade. This message includes a stunning image of the upgraded room, details about the extra amenities, and links to explore the hotel's facilities and local attractions. It also provides check-in details, including a digital room key and directions.

Upon arrival, the traveler receives a final reminder with their boarding pass and a brief video showcasing the luxurious features of their upgraded room. After their stay, the travel company follows up with a thank-you note, links to share their experience on social media, and a satisfaction survey.

For customers eagerly awaiting a package delivery, you can send a personalized RCS message featuring a rich card with real-time delivery updates, an interactive map showing the delivery vehicle's location, and an estimated delivery time.

Customers can track the vehicle in real-time through the interactive map embedded within the RCS message as the delivery progresses. The logistics company can provide regular updates, including any changes to the estimated delivery time and notifications when the delivery is near.

After the package is delivered, the customer receives a follow-up RCS message confirming the delivery with a photo of the package at their doorstep. This message also includes links to rate the delivery service, provide feedback, and access customer support.

As we've explored, RCS messaging is not just a technological advancement — it's a revolutionary communication channel across multiple industries. From transforming customer support in telecommunications to enhancing promotional campaigns in retail, RCS redefines how businesses engage with their audiences. This isn't just about richer messages; it's about creating unforgettable experiences, fostering loyalty, and driving action.

Proactive communication and addressing customer problems early can transform contact center operations. RCS messaging helps tackle issues before they escalate, significantly reducing labor demands and operational costs. This strategy boosts efficiency and enhances customer satisfaction with swift, effective solutions through rich, interactive messages. It also frees agents to handle more complex inquiries, significantly improving service quality.

Khoros Service is a solution that helps enterprise businesses scale their customer service operations quickly. It seamlessly blends synchronous and asynchronous modes of customer engagement. ​​

We are firm believers in the idea that every component, whether it is AI-powered bots or business applications, should work together to enhance the efficiency and effectiveness of customer engagement strategies.

Our customer service software allows brands to serve customers on their digital channel of choice with unmatched operational insight to boost satisfaction and reduce costs. When you unify multiple channels in a single solution, you empower your agents with the ability to engage across all touchpoints, including but not limited to:

• Messaging apps like WhatsApp, Apple Messages for Business, and Line

• Social networks like Facebook, X, Instagram, LinkedIn and WeChat

• Review sites, like Google Play Store, iOS App Store, Yelp, and Trustpilot

• Brand-owned channels, like web chat, in-app, Email, SMS, and Voice

• Owned communities, forums, and knowledge bases