What’s Your RCS Fallback? Rich Communication Service (RCS) is the future of texting on your phone. This service adds a richer experience to text messages by offering a higher image and video quality, read receipts, and more.
RCS will change mobile messaging but it’s still early days — which begs the question: “What happens when you send RCS messages to people who don’t have RCS-enabled phones?” You want to send memorable messages without worrying about the devices people use.
If you’re ready to start experimenting with RCS messaging, but you’re worried that customers might not see your message, here’s what you need to know about RCS fallback to Rich Media Messaging.
RMM is an alternative to RCS that lets you send the same types of interactive messages to engage with customers. RMM is incredibly flexible to use and your customers don’t have to download an app to receive messages. Plus, mobile phone manufacturers don’t have to build compatible phones — once customers click on an SMS message to access rich media messages they don’t have to worry about messages reverting back to SMS.
Just like with RCS, rich media messages can include graphics like videos, images, downloadable content, links, and more to engage with customers.
You’re even able to set up automated campaigns where rich media messages are sent at set intervals with personalized content. Another option is to create custom landing pages to link to in your messages. Landing pages are quick and simple to create and let you share specific information to support your RMM campaigns.
Additional benefits of using our platform to generate rich media messages include:
If the features of RCS appeal to you, but you don’t want to wait for carriers and networks to adopt it, RMM is the next best choice.
The major limitation with RMM, just like with RCS, is capturing customers’ mobile numbers. If you aren’t already using mobile messaging, then using RMM as an RCS fallback means you have to update your outreach campaigns. For example, ways to capture mobile numbers include:
RMM is a new option, but it resolves many of the issues users of RCS are faced with.
Compared to RCS, there’s far less complexity with RMM. You don’t have to wait for mobile operators to get on board with RMM and you can send messages to any iOS, Android, or Windows phone. Unlike RCS, you don’t have to sacrifice your contact list because of incompatible technology.
If you’re ready to explore RMM as a mobile messaging channel, here’s a start-up guide to show you how to get started with VoiceSage. You’ll see how easy it is to create a contact list, create a campaign, and analyze campaign data.
Like RCS, RMM can be used in almost any industry. In particular, the following industries have seen tremendous benefits from incorporating RMM into their communication strategies: logistics, energy, banking, and retail marketing. By adjusting the types of messages you send, you can create campaigns that include high-quality graphics and support a seamless experience.
Here are examples of the types of messages you can send with RMM for each industry:
Missed deliveries cost retailers millions in lost revenue a year and damage the customer relationship. To minimize the confusion about when to expect deliveries, use RMM as part of logistics communication.
Examples of the types of interactive logistics messages you can send include:
Wickes Hardware, a DIY and home improvement retailer, uses RMM to share delivery details with its customers. Here’s an example of an RCS message that can also be sent as an RMM:
When customers receive a message like this one, they have the option to confirm their preferred delivery date and time. Once confirmed, customers receive a summary message.
If none of the proposed delivery times are convenient, customers can suggest a new delivery time. This creates a ticket on Wickes’ end, which updates Zendesk. From here, a customer service rep gets in touch with the customer to set a new delivery time.
This is a quick and seamless process all done through rich media messaging.
Read more about reducing missed deliveries: Customer Journey Stages: Avoiding Missed Deliveries and Improving CX [Part 3/4]
In the energy sector, where customers switch service providers often, missed payments are a part of doing business. As a result, companies spend a lot of time and money trying to recoup late payments. This process usually includes some combination of multiple phone calls and letters to customers trying to get them to pay their bills. This approach is common practice, but it takes up customer service’s time and it hurts the customer experience.
RMM changes this. Now, energy companies can send interactive messages that list the outstanding amount, due date, and include a link to make a payment:
To simplify the payment process, the link takes customers to a payment page, where they can enter payment details. This way, customers can make payments without leaving the original message to open a separate app.
Read more about faster debt repayment practices: 5 Credit Collection Strategies for Faster Repayment (and Better CX)
Using RMM as an RCS fallback removes friction from the payment collection process. Since rich media messages have a higher open rate than emails and are less likely to be ignored than phone calls, there’s a higher chance customers will follow through and pay. Plus, since messages are sent using a channel customers spend a lot of time on, customer service reps don’t have to spend as much time calling customers. The customer service team can then spend more time on value-adding tasks.
Much like the energy industry, the banking industry has to deal with late or missed payments. For example, when customers miss a monthly bill payment, you can follow up with a rich media message that reminds them of their outstanding balance.
BrightHouse, a UK household products retailer, gives customers the option to access the rent-to-own program. When customers sign up, they’re given the option to set their own repayment schedule.
Here’s another example of a request for payment:
Instead of giving customers one repayment option, using RMM lets BrightHouse offer flexibility so that customers can choose the terms that work for them. As a result, repayment is higher.
For e-commerce companies, there used to be one way to communicate with customers: e-mail. With RMM, customer messaging is more immediate and personal – and doesn’t crowd inboxes.
This is why so many retail brands use drip email marketing to keep customers informed and to give them additional chances to buy more. Instead of email, use RMM to remind customers about your products, the benefits, and special offers.
There are several kinds of interactive marketing campaigns to create and send via RMM. They include:
Whether you’re sending a series of emails or one-off campaigns, use each message to link customers to a page on your website.
For example, with abandoned cart reminder messages, include a summary of products in the customer’s cart and a link to their cart. Customers can make changes to their cart and check out, just with a few taps.
Another option is to send multiple abandoned cart emails that include a reminder, a list of product benefits, and a special discount offer if customers don’t buy anything after multiple reminders.
The point is that RMM is flexible enough to meet your marketing needs and engaging enough to get customers to take action.
Moving on from text-only SMS will lead to better interactions with customers that encourage them to take action. Rich media messaging is cost effective and easy to use, making it an appealing communication choice across industries. Regardless of your business size and technical expertise, we can help you create campaigns that stand out and strengthen customer relationships.
Take advantage of our rich media features today and watch your costs go down and revenue go up.
To find out more about how RMM can help you, book your demo today.
Your average hold time says a lot about your customers. Or, more importantly, it’s a good predictor of how your customers feel about your company….
One thing that never stops changing is customer expectations. Since the advent of sales and marketing, customer expectations have been evolving, and brands have adapted…
Book a demo with one of our customer engagement experts.
See how VoiceSage transforms outbound and inbound customer contact operations.