In the past few decades, texting has become a standard way of communication and not just for individual consumers. This solution has also helped improve the customer services that businesses provide. But as revolutionary as SMS capabilities were, they can no longer stand up to the demands of modern consumers and commercial telecommunications equipment. That’s why many organizations are upgrading to RCS, or Rich Communication Services. To shed more light on this recent development, here’s what businesses should know about providing assistance via RCS.

Why Do Consumers & Businesses Benefit From Text Messaging?

For consumers, text messaging offers a simple way to reach businesses without having to interrupt daily activities or waste time. Using their smartphone as a communication device, customers can quickly identify their concerns and receive a response from a business agent.

Text capabilities also help businesses avoid many common customer service pitfalls. For example, by having the ability to text back-and-forth with multiple users at once, agents can respond to requests in a more timely way. In addition to cutting response times, this technology has reduced the amount of money that companies have to spend on support staff and business phone systems.

Telecommunications equipment can also document text exchanges to create a complete and easy-to-reference record of the service relationship.

How Do SMS & RCS Differ?

SMS, or Short Message Service, is the core of text messaging. With this technology, users can use their cellphones to transmit text messages to other mobile devices. While communication is near-instant, limited transmission capabilities make it hard for users to share different types of media or compose messages that are longer than 160 characters.

RCS works in a way that’s similar to SMS, but with expanded capabilities. Specifically, it unifies all mobile communication to produce an intuitive “chat” exchange between both parties, similar to the way you might talk to others via iPhone® messaging, WhatsApp®, and Facebook® Chat.

Unlike SMS, this experience won’t vary depending on the user’s telecommunications equipment or service provider. For example, a service agent could use their computer to chat with a smartphone user.

What Are Some Ways a Business Might Use RCS?

Creating a seamless chat-like experience, RCS allows businesses to complete many tasks, including: 

• Automating customer service by directing common incoming messages through an AI platform.
• Exchanging high-resolution photographs with consumers to identify issues with products.
• Sharing locations to direct service providers to the client.
• Improving relationships by allowing for the transmission of emoticons.

If you’re ready to take your customer service to the next level, let ACC Telecom introduce your business to Rich Communication Services. Serving the Columbia, MD, and surrounding DC metro area for more than 40 years, this provider is known for introducing clients to next-generation telecommunications solutions, including cloud-based phone systems, surveillance camera systems, and RCS. To learn more about their impressive telecommunications equipment and services, visit this team online. If you’d like to schedule an audit of your telecom resources or discuss pricing, call (410) 995-0101.