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In today’s competitive digital landscape, brands are constantly seeking innovative ways to engage customers, build loyalty, and drive conversions. One such innovation transforming mobile communication is Rich Communication Services (RCS) the next generation of SMS. MSG91, a leader in customer communication solutions, is empowering businesses with its powerful RCS messaging platform, offering richer interactions, real-time engagement, and higher conversion rates.
But how exactly are brands utilizing MSG91’s RCS message capabilities to their advantage? Here are five impactful ways brands are using MSG91’s RCS messaging platform to boost conversions and elevate customer experiences.
1. Delivering Interactive Product Catalogs and Promotions
Traditional SMS limits brands to 160 characters of plain text, offering very little room for creativity. With MSG91’s RCS platform, brands can now send interactive product catalogs, complete with images, carousels, pricing, and clickable buttons all within a single message thread.
Example Use Case:
A fashion retailer uses MSG91’s RCS to send a seasonal sale message. Instead of a bland text, the customer receives a visually-rich carousel showcasing best-selling items with “Buy Now” or “Explore More” buttons. These interactive elements drive immediate action, allowing customers to complete their purchase journey directly from the message.
Results:
- Increased click-through rates (CTR) by 30-50%
- Shorter decision-making time for buyers
- Higher product discovery through visual prompts
Why It Works:
The integration of visual media, CTAs, and product details within the RCS format eliminates friction, making the shopping process seamless and engaging.
2. Enabling Conversational Customer Support
Another powerful way brands are leveraging MSG91’s RCS messaging is through two-way conversational support. With native app integration, brands can enable chatbot-augmented or human-led conversations without redirecting users to external apps or websites.
Example Use Case:
An airline uses MSG91’s RCS platform to handle flight booking, seat selection, and customer queries. When a customer needs to modify a booking, they can initiate a chat right from the RCS message thread, access FAQs, or speak to a support agent all without calling a helpline.
Results:
- Reduced customer support costs by 20-30%
- Improved customer satisfaction scores (CSAT)
- Higher issue resolution rates within the first contact
Why It Works:
RCS allows brands to turn static messages into dynamic interactions. Customers appreciate the convenience of resolving issues directly within the same communication thread.
3. Improving Delivery and Transactional Notifications
Transactional messages such as OTPs, order confirmations, shipment tracking, and payment alerts are essential touchpoints in the customer journey. MSG91’s RCS platform enhances these messages with branding, security, and interactivity.
Example Use Case:
An e-commerce company sends an order confirmation via RCS, which includes:
- Order summary
- Estimated delivery time
- Real-time tracking with a “Track My Order” button
- A “Contact Support” quick-reply option
Results:
- Increased engagement with delivery updates
- 15-20% reduction in order-related customer inquiries
- Greater brand trust due to verified sender IDs and logos
Why It Works:
Customers receive clear, branded, and actionable information helping reduce anxiety and confusion, while improving the likelihood of repeat purchases.
4. Boosting Re-Engagement Campaigns and Cart Recovery
Cart abandonment is one of the biggest challenges for online retailers, with industry rates hovering around 70%. MSG91’s RCS messaging enables brands to build more compelling re-engagement campaigns by incorporating product visuals, personalized offers, and quick checkout options directly within the message.
Example Use Case:
A beauty brand sends an RCS message to customers who abandoned their cart, showing the product image, name, price, and a personalized discount code with a “Complete Purchase” button.
Results:
- 25% higher recovery rates compared to SMS or email reminders
- Improved customer retention and return visits
- Enhanced personalization leading to higher lifetime value (LTV)
Why It Works:
RCS helps brands overcome abandonment with a more intuitive and persuasive approach. The visual cues and embedded CTAs shorten the funnel from consideration to conversion.
5. Running Surveys and Gathering Feedback in Real-Time
Understanding customer satisfaction and feedback is key to improving services. Instead of directing users to external survey platforms, brands now use MSG91’s RCS messaging to collect insights within the same conversation thread.
Example Use Case:
A hospitality chain sends a post-stay feedback request via RCS, offering users a quick tap-based rating system (e.g., stars, smileys), followed by optional open-ended questions all delivered in an engaging, app-like interface.
Results:
- Up to 3x higher response rates than traditional SMS or email surveys
- More accurate insights thanks to real-time interaction
- Enhanced customer loyalty through perceived responsiveness
Why It Works:
RCS transforms mundane surveys into interactive experiences, making it easier and more enjoyable for customers to share their thoughts.
The MSG91 Advantage
What sets MSG91’s RCS platform apart is its enterprise-grade reliability, easy RCS API integrations, and robust analytics dashboard. Brands using MSG91 benefit from:
- Verified sender IDs and branding for increased trust
- AI-powered automation for smart workflows
- Multi-channel fallback (SMS, email, WhatsApp) to ensure message delivery
- Compliance with DLT and global messaging norms
MSG91’s commitment to scalability and support makes it a preferred RCS partner across industries including retail, BFSI, travel, healthcare, and edtech.
RCS messaging is more than just an upgrade from SMS it’s a paradigm shift in mobile communication. With MSG91’s RCS platform, brands are turning passive notifications into interactive journeys that drive real engagement and conversions.
Whether it’s showcasing products, offering seamless support, sending rich notifications, recovering carts, or collecting feedback the possibilities with RCS are extensive and exciting.
If your brand hasn’t explored RCS yet, now is the time to take the leap. MSG91 provides all the tools and support needed to unlock its full potential and stay ahead in the ever-evolving customer engagement landscape.
