Turn notifications into meaningful conversations with RCS

How to apply a conversational RCS strategy

RCS is more than just an upgraded SMS—it’s a tool for two-way, interactive customer engagement. A common mistake businesses make is sending plain text messages with no actionable steps and missing opportunities for increased engagement and conversions.

For example, a retailer might notify customers of a sale using only a simple SMS text message. Potential buyers may lose interest without an easy way to browse or purchase directly from the message. Instead, RCS allows businesses to include a product carousel with images, prices, and buttons, making it easy for customers to explore and purchase items instantly.

Another example is overloading customers with unstructured information. A long text about a package delivery window, alternative options, and contact details can be difficult to process. With RCS, businesses can structure the message visually—highlighting the key details with icons and quick-reply buttons for rescheduling or contacting support. This improves clarity and increases response rates.

Some companies also fail to utilise RCS’s rich media capabilities. A simple text message with important details is easy to overlook. In contrast, an RCS message featuring high-quality images, a promotional banner, and a direct call-to-action button makes a more substantial impact and drives higher engagement.

Key steps for better customer interactions

1. Focus on clear customer intent: Consider what action you want the customer to take next and ensure your message leads them directly toward it. For example, if sending a reminder for an event, include buttons for immediate registration or more details.
   
   
2. Make navigation seamless: Include options for users to complete actions within the message, whether it's to confirm an appointment, make a purchase, or ask for help. The more you streamline the process, the more likely customers are to engage.
   
   
3. Encourage follow-up engagement: Use RCS to prompt customers to continue the conversation with easy-to-use quick replies or surveys, building a dialogue that extends beyond just one notification.

How to get started with RCS business messaging

Not only does RCS create more meaningful conversations, but the new messaging format also enhances trust and brand recognition through verified sender profiles. Instead of messages coming from random numbers, businesses can display their brand name, logo, and company colours, reassuring customers that they are communicating with a legitimate business. This reduces fraud and increases customer confidence.

Looking to get started with RCS? At LEKAB, we have the expertise and experience to guide you through the process—from registration to implementing RCS as part of your communication strategy. Contact us, and we'll help you register your business and start having RCS conversations today!