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Imagine a scenario where your customer pain points become the differentiator for your business by prioritizing customer communication and leveraging RCS messaging solutions. How?
According to BusinessWire, 64% of customers have switched to their competitors after experiencing poor customer service.
Pain points are the issues that can lead to a negative experience, potentially dissuading customers from purchasing or interacting with the business.
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos.
This article will help you see how RCS messaging solutions can not just address but also fix your customer communication pain points and aid in growth in customer engagement, leading to increased revenue.
Top Customer Communication Pain Points & How To Fix Them
Long Wait Times
62% of consumers are more likely to stop buying from a business that keeps them waiting indefinitely.
It is a significant pain point enough to persuade a prospect not to buy from you. When customers reach out to businesses, and they have to wait long, it leads to frustration and dissatisfaction.
They expect an instant response from the businesses, which results in a negative user experience if the company fails to deliver.
How to resolve it
RCS messaging solutions can help businesses through real-time messaging, enabling the companies to respond to customer queries instantly, reducing delays or holds. It leverages rich media, interactive elements, AI integration, and automation to streamline communication and allow faster responses and interactions.
Read More: Ramp up Your Business Communication: Embrace RCS Business Messaging Today
Security Concerns
The annual number of security breaches in companies increased by 27.4%. This is one of those pain points that is rapidly growing daily.
According to the IBM Cost of a Data Breach 2024 Report, the global average data breach cost reached $4.88 million. The expenses included all recovery practices, such as dealing with business downtime, legal fees, hiring cyber security experts, etc.
Then, enterprises also have to face regulatory penalties if they fail to comply with data protection regulations such as CCPA and GDPR.
How to resolve it?
RCS messages use rich communication services protocol to send, which is the industry standard for carrier messages, making it compliant with data protection regulations.
Also, RCS chats are end-to-end encrypted (E2EE), ensuring the user’s message, files, photos, and other media content are secure. Even if anyone tries to intercept the messages, they will only get encrypted data, i.e., unreadable text.
Poor Personalization
80% of customers are more likely to buy from companies that offer personalized experiences.
Generic messages and cookie-cutter messaging templates do not even put business messages on the customer’s visual radar, as they are grossly overlooked. It fails to engage customers or leave any impact.
This is also one of the alarming reasons for low customer engagement. Since every message feels the same for everyone and has no uniqueness, there is no brand recognition or loyalty, either.
How to resolve it?
RCS business communication and messaging platforms allow businesses to tailor the messaging for individuals by leveraging customer data, including user preference, behavior, purchase intent, records, etc.
Business service providers like Route Mobile offer a robust and unified platform with a wide range of advanced tools to make your RCS Business Messages personalized for customers.
Read Also: Let’s Make Rich Experiences a Priority in 2024 with RCS
Poor customer service
According to HubSpot, 68% of consumers say they are willing to pay more for products and services from a brand that offers excellent customer experiences.
Numerous statistics are there to prove how keen customers are to buy from the brand after a positive experience.
Poor customer service is the norm these days. It made good customer service an exception, putting the brand in a different league if they did it well.
How to resolve it?
Look at the reasons for poor customer service. You will find brands:
- Unable to respond faster
- Not having live agent support
- Failing to connect with customers on a personalized level
- Not utilizing MarTech
- Lack of data for personalization
- Not leveraging Omnichannel strategy
- Lack of customer feedback and analytics
Route Mobile offers rich promotional campaigns with live agent integration and real-time conversation with AI chatbots. This ensures fast responses, interactive and personalized messaging, and superior customer support for businesses.
Low Customer Engagement
89% of consumers expect two-way conversations with businesses via messaging channels and apps. Not integrating rich messaging with your customer communication campaigns is almost like leaving money on the table.
How to resolve it?
90% of RCS messages are opened within 15 minutes, and recipients engage with RCS content for up to 45 seconds. Rich media elements, including images, video, audio, etc., make these messages more interactive and engaging.
Read More: What to Look for When You’re Looking for a Reliable RCS Provide
How To Leverage RCS Solutions For Maximum Business Growth?
Here’s how to utilize the full scope of RCS Business Messaging solutions for maximum growth.
Brand Loyalty & Trust Encourage Buying Decisions
The RCS solution offers 2-way communication, further boosting customer engagement as it helps customers develop trust because they prefer to have the option to respond to the brands they interact with. And since they build trust and loyalty towards a brand, they are more likely to make repeat purchases throughout their customer journey.
Customers Expect Businesses to Adapt New Technologies
The standards and expectations of customers for modern engagement are far from the user experience they are used to.
Most customers expect businesses they interact with to utilize new technologies to create a better user experience for them.
Hence, businesses must utilize an interactive messaging experience through rich messaging services to match customers’ expectations.
Ensure Better Customer Engagement & High Conversion Rates
Since RCS messaging is a feature-rich communication channel protocol that can send dynamic and much more immersive messages, it elevates the customer experience.
According to Google, 74% of people are more likely to engage with a business through the RCS messaging platform.
Better customer engagement further translates into higher conversion rates as the customers are inclined to open and engage with messages and are more motivated to take action, i.e., making the purchase.
Read More: How RCS is Changing the Future of Travel Bookings?
Conclusion
RCS Messaging deserves to be part of the brand’s omnichannel marketing mix and customer communication strategy. Top brands are already leveraging RCS messaging for travel bookings, appointment scheduling, sending product recommendations, notifications, updates & alerts, and many diverse use cases across industries.
To make this possible, businesses need to collaborate with business service providers with expertise in enhanced business messaging, like Route Mobile.
We are one of the top communication as-service platforms known for its RCS Business Messaging and omnichannel platform, which helps businesses manage their multiple messaging channels from a single platform. To allow RCS solutions to fix your business’s pain points, contact our team today!
FAQs
How is RCS Different from SMS Text Messaging?
Rich Communication Services (RCS) is a more dynamic form of messaging that uses rich media, including images, videos, and audio. SMS text is a traditional method of sending plain text to the sender. The scalability and flexibility of sending messages in large amounts simultaneously also make RCS different and better than SMS text messaging.
What To Expect From A RCS Solution Provider?
An ideal RCS solution provider like Route Mobile will offer a personalized experience, 2-way communication, rich promotional campaigns, product selling capabilities, an In-app browser, AL/ML-based chatbot integration, and more.
What is the Difference between RCS, SMS, MMS, and OTT Messaging Apps?
RCS includes rich media formats like text, audio, video, etc., whereas SMS sends plain text with limited character usage. However, MMS, which sends images and videos, has less customization than RCS. OTT messages are sent through social media messaging applications online, whereas RCS is sent through a carrier network.
