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Rich Messaging: Make Online Shopping A Conversation

The term doesn’t refer to communication reserved solely for the elite, but rich messaging does rank highly among the most effective ways to engage customers today. Rich messaging (or Rich Communication Services or RCS) adds personalization, branding, and interactivity to 2-way messaging conversations , which even in its current SMS form, has very high open rates. Let’s cover the uses and benefits of rich messaging and how this service can enhance the customer experience as a whole.

What Is RCS Messaging?

Rich Communication Services messaging is a new way to exchange a text with added functionality. Consider RCS an upgrade to the simple plain-text format that SMS consisted of during the early years of mobile messaging when 160 characters was the limit.

With RCS, it’s possible to:

  • Attach large files and interactive media such as images, videos, digital promotions, and sign-ups
  • Shop and place orders
  • Schedule appointments
  • Complete secure transactions
  • Include option menus, response suggestions, or next steps
  • Leverage device components like a mobile camera to capture augmented reality, or GPS to display store location on a map

It’s expected that RCS will likely surpass SMS in time as the main protocol for messaging services. Right now, the use of rich messaging has risen dramatically in the digital marketplace, particularly in retail, consumer goods, and consumer services.

The two primary providers of these rich communication services are Apple and Google with Apple Business Chat and Google Messages. Businesses getting started will need to work with a Customer Service Platform like Quiq to enable using these communication services with their customers.

How Rich Messaging Drives Conversions

The biggest benefit of RCS for businesses is the ability to send more sophisticated texts for better branding and customer service. The numerous features of RCS give the digital customer experience a personal touch. The organization or the platform itself provides the methods to fine-tune the message for each recipient, and even account for customer data like the customers location or

Additional benefits of rich messaging services include:

  • Convenient product displays: Send carousel galleries or expandable pages for customers to scroll through
  • Direct assistance: Convert questions or complaints into actionable solutions in one conversation
  • Fast, personalized answers: Whether through a chatbot or live agent, customer requests are fulfilled without navigating out of the messaging window
  • Skip directly to the bottom of the buyer funnel: Provide sufficient information to make a sale without customers dialing a number or visiting a store

Improved Satisfaction With Faster Service and Richer Communication

Today, customer satisfaction hinges on timely, accurate, and useful information. RCS is beneficial for times when the full picture matters in the final purchasing decision — like the appearance of home decor — or when busy customer schedules make speedy applications or appointments a necessity.

Altogether, implementing rich messaging makes it more convenient for both businesses and consumers to exchange information. With the ability for businesses to respond in these more modern ways, they are then able to be faster and more tailored in their communications, and these richer experiences make it easy for customers to complete transactions and want to come back for more.

Deploy Rich Messaging in Your B2C Engagement With Quiq

Quiq makes enabling rich messaging as easy as sending a text message as it recognizes and sends the richest form of message possible, whether RCS or SMS, based upon device capabilities. To see the potential for yourself, schedule a live demo today.

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The Future of Live Chat in Business

As the way consumers spend time online evolves, companies are rethinking the ways they connect to customers. Live chat is no exception.

Historically, many companies have used live chat as a channel for customer support. That is one application for live chat, but marketing teams are increasingly utilizing live chat as a way to convert visitors to their site into sales.

The ability to message customer service from their website makes the shopping process quick and seamless for consumers, increasing conversion rates and satisfaction of your company.

What does the future of online chat support look like? Beyond generating sales and conversions, live chat also provides an opportunity to delight existing customers and create a personal connection.

Why Consumers Prefer to Use Customer Service Live Chat

Consumers have a certain set of expectations when they communicate with customer service representatives. They want service to be fast, polite, and convenient. They expect to engage with experts to quickly resolve their inquiry.. While emails and phone calls can certainly check off some of these boxes, the convenience and speed of service just don’t compare to live chat.

Unlike emails or phone calls, live chat for business provides customers with immediate attention when they need it. There’s no need to wait for an email response or dial a phone number and wait to be connected with a representative. As a result, this has become the preferred method of communication for many consumers.

Live Chat Advantages

What does your company stand to gain from using live chat for business?

  • When agents are able to handle multiple conversations at the same time, in comparison to being on the phone with only one customer, they are being more efficient, which increases productivity and saves costs.
  • Consumers are looking for answers fast and when you compare live chat to a phone call, there is no comparison. Live chat is a faster and more convenient way for consumers to find answers and help themselves.
  • Customers can access live support at their fingertips, while remaining actively engaged on your site.
  • You can smoothly integrate chatbots, along with human operators, so your representatives can help as many customers as possible.
  • Live chat allows representatives to create a personal connection in a way that feels natural, as most consumers are used to chatting online anyway.

The Future of Online Chat Support

What’s next in online chat support? Keep an eye on these emerging trends in the coming years:

  • Chatbots and AI will play a bigger role. As the functionality of AI and machine learning continues to improve, chatbots will be able to understand language and provide solutions in customer service live chats.
  • Consumers will turn to live chat to shop. Nobody likes to shop alone. Live chat will serve more and more as a personal concierge for consumers on your website who may have questions or want to get feedback, rather than just a place to handle issues. Your agents may have to answer questions like, “Will these jeans make my butt look big?” The answer may be, “is that what you’re going for?”
  • Companies will provide proactive support through chat. If customers have any last-minute questions before making a purchase, they can connect with a representative through live chat right away at the point of purchase. The same goes for any support they need after the sale is complete, such as minor changes to the order.

Invest in the Future of Business Communications With Quiq

Business messaging has the power to transform customer conversations. When customers can reach you how and when they want to, they know your company offers reliable service they can count on.

Quiq is powering communication between companies and consumers across multiple channels, including live chat. Browse our site to learn more about us and the work we do for companies like yours.

Want to see our services in action? Try a demo of our solution to see for yourself how communicating with Quiq is a breeze.

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