Singapore – Twilio, a customer engagement platform, has recently unveiled the global availability of Rich Communication Services (RCS) messaging through the platform’s programmable messaging and verify APIs.
This new update is designed to enhance traditional messaging by including branded sender identification in their default messaging app. It further ensures customers can quickly identify and trust their messages, enabling businesses to send branded and verified messages. This move also fosters trust and customer loyalty without the need for code adjustments.
As part of the new update, RCS now offers branded messaging whose capabilities extend to upgrading SMS messages automatically to RCS on capable devices at no additional cost for basic messages up to 160 characters.
Functions of this feature include incorporation of business logos, taglines, and business names, trusted sender verification by Google, and reading receipts. This enables customers to recognise who they are engaging with, significantly improving trust and engagement.
Another key component is its rich content and interactive capabilities that allow businesses to develop interactive experiences with call-to-action buttons, interactive carousels, location sharing, and quick reply options. These functions empower users to take immediate actions within the message, increasing engagement and conversion rates while enhancing brand authenticity.
Adding to its powerful portfolio, Twilio also makes RCS adoption easier by enabling businesses to configure their RCS brand and sender verification through the Twilio Console.
This strategic approach allows them to start sending trusted communications without any code changes. The platform, on the other hand, manages registration and onboarding with carriers, capability checks, and provides tools to ensure messages are delivered over SMS when RCS is not available.
Inbal Shani, chief product officer at Twilio Communications, said, “At Twilio, we believe building engagement with your customers should be as seamless and trusted as possible. RCS makes this a reality by delivering richer interactions, improved deliverability, and most critically, building trust in your brand, without changing a single line of code.”
Paul Nashawaty, practice lead, application development and modernisation at Futurum, also said, “According to a recent study by Futurum Research, businesses using RCS have experienced a 32% increase in customer engagement and conversion rates compared to traditional SMS. Twilio’s latest announcement makes sense, focusing on RCS solutions to help drive value for their customers.
“This is likely due to RCS’s ability to deliver richer, more interactive content, such as images, videos, and buttons, which can enhance the customer experience and drive higher ROI,” added Nashawaty.
