5 Benefits of rich messaging for customer service

Faith Ocampo Published on February 26, 2016

smiling-woman-dialing-smartphone
Brands and call centers should thank Google for this!
The Mobile World Congress has consistently been a great starting point for new, powerful mobile technologies. During the recently concluded exhibition, held February 22-25 in Barcelona, Google called for the wide adoption of rich communication services (RCS) across Android devices.

It seems that Google wants this done as quickly as possible. The tech company has teamed up with global mobile operators, including Sprint, Telstra, Vodafone, Deutsche Telekom, and other large-scale providers, to accelerate the launch of the RCS. Once rolled out, this will likely render the traditional short message (SMS) and multimedia messaging service (MMS) platforms obsolete.

bearded-man-using-smartphone-outdoors

Unlike SMS and MMS, RCS easily allows its users to send and view rich media across different phone brands. Essentially, it would function similarly to data-based messaging apps like Facebook Messenger, WhatsApp, and Viber. The difference, however, is that the Android RCS app by Google will be based on universal user profiles (we’re guessing Google accounts); thus, one user can access the RCS using multiple devices so changing phones won’t be a hassle anymore.

While all smartphone users are rejoicing for this good news, call centers have reasons to celebrate as well. The RCS can enhance the customer experience and make up for the limitations of the SMS in the following ways.

  1. Reach four billion mobile users in one messaging app.

    The advantage of the RCS over existing messaging apps is that it gathers all Android users in one place. It may be hard to believe, but there are people who aren’t on Facebook (or at least prefer not to install the Messenger app) or on WhatsApp. Every user, however, will have the RCS client as the default messaging app. This means a call center can reach all four billion Android users using only a single platform.

  2. Say goodbye to boring text messages.

    Of course, this is the most obvious advantage. The RCS allows senders to attach up to 10MB of interactive content in their messages. Thus, you can send short videos, GIFs, and photos if you wish to. Documents such as product manuals and specs will also be accessible through the RCS.

  3. Spice up customer relationships.

    Because it’s a more personal way of communication, call centers have a better chance of starting and maintaining relationships with customers through the RCS. The danger, however, is that some customers may deem your customer service efforts too invasive, so you must make sure to ask for their permission first. It’s also best to keep your messages crisp and clear and allow users to choose the platform they wish to use.

  4. Keep user transactions in one place.

    Multichannel customer service is a double-edged sword. While it provides flexibility, the greatest struggle is organizing and storing customer data in one conversation thread.

    The RCS may be able to solve this. It’s an all-in platform that allows customers and brands to access interactive media and chat with one another back and forth. And as everyone’s pretty much glued to their smartphone, customers may find less need to transfer from one channel to another once the RCS is made available.

  5. Improve the customer experience without extra costs.

    If your call center services are restricted by a budget, you don’t need to worry. The RCS will most likely be inexpensive. However, you need to use the right strategies for rich messaging to maximize the benefits of the RCS as a customer service channel.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 13 hours ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 10 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 10 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 10 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 11 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 11 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO