Rich Communication Services (RCS) powers verified messages sent by brands to over 300,000 Twilio customers without code changes
Twilio, the customer engagement platform that powers real-time, personalized experiences for today’s leading brands, announces the global availability of RCS messaging (Rich Communication Services) through its APIs Programmable Messaging and Verify. RCS enhances traditional messaging by introducing sender identification, with your logo appearing directly in the default messaging app on phones, ensuring that customers can instantly recognize who is sending them a message and trust its origin. With this update, businesses will be able to send verified messages that build trust and loyalty with customers, all without the need for code changes¹.
Specifically, Twilio RCS offers:
- Brand messages: Twilio RCS automatically upgrades SMS messages to RCS on supported devices at no additional cost for basic messages up to 160 characters. Features include embedding business logos, taglines, business name, trusted sender verification by Google, and read receipts. This ensures customers always know who they’re communicating with, increasing trust and engagement – key factors in driving repeat purchases and first-time transactions.
- Advanced content and interactive features: RCS messaging enables businesses to create engaging, interactive experiences with call-to-action buttons, interactive carousels, location sharing, and quick reply options². These features empower users to take immediate action within the message itself, driving higher engagement and conversion rates while reinforcing brand authenticity;
- No code changes: One of the main advantages of Twilio RCS is its ease of implementation. Businesses can configure RCS message branding and sender verification through the Twilio Console, allowing them to start sending trusted communications without any code changes. Twilio also manages carrier registration and integration, capacity checks, and provides tools to ensure messages are delivered via SMS when RCS is not available.
disclosure
As the current landscape evolves, it’s crucial for businesses to build and maintain consumer trust, especially when consumers are inundated with notifications and texts. According to Twilio’s 2024 Consumer Preferences Survey, 75% of consumers who received a text message with the sender’s logo said it increased their trust in the message, with nearly half (49%) saying they would trust brands more if a logo was present in the message. This trust translates into action: 4 in 10 consumers have made repeat purchases from those brands and 1 in 4 have made a first-time purchase when those brands used trusted communication channels. RCS is a key part of Twilio’s new solutions, enabling trusted communications across all channels, including branded caller ID capabilities and support for brand indicators for message identification (BIMI) in emails. Twilio’s suite of APIs empowers businesses to create trusted, engaging communications that stand out in a competitive marketplace and can drive ROI.
“At Twilio, we believe that building customer engagement should be as simple and secure as possible,” said Inbal Shani, Chief Product Officer of Communications at Twilio. “RCS makes this a reality by delivering richer interactions, greater deliverability, and most importantly, building trust in your brand, without changing a single line of code.”
For businesses looking for a more dynamic and interactive communication channel, RCS offers a secure, reliable and enhanced alternative to SMS. While SMS remains a vital tool for many use cases, RCS provides a standardized and feature-rich platform that bridges the gap between traditional messaging and the interactive experiences offered by over-the-top (OTT) channels like WhatsApp. Branded communications ensure that businesses can deliver engaging, seamless experiences that resonate with customers and build lasting trust.
“According to a recent study by Futurum Research, companies using RCS experienced a 32% increase in customer engagement and conversion rates compared to traditional SMS. It makes sense to focus on RCS solutions to help drive value for your customers,” said Paul Nashawaty, practice leader, application development and modernization at Futurum. “This is likely due to RCS’s ability to deliver richer, more interactive content, such as images, videos and buttons, that can enhance the customer experience and drive greater ROI.”
Availability
Twilio RCS messaging is available in public beta globally to all companies on Programmable Messaging and generally available on Verify.
Previously, RCS adoption was limited by its availability only on Android devices. However, with the recent Apple announcement With RCS being supported on iPhones starting this month, the stage is set for widespread adoption of this technology. For more information and to request access, please visit: https://www.twilio.com/en-us/messaging/channels/rcs.
¹ No code changes are required for most businesses using Twilio Messaging Services.
² Results are based on a survey of 3,900 global consumers.
