10+ RCS messaging examples and use cases by industry.

Rich Communications Services (RCS)—which has more than 1 billion active users —may soon become the industry standard for personal and business messaging.

That’s because Apple is supporting RCS in their iOS 18 update that rolled out in September 2024. This lets iPhone and Android users engage in seamless, cross-platform multimedia messaging, where iMessage previously reverted to SMS messaging and MMS protocols for Android contacts.

RCS is a device-native messaging protocol that supports rich multimedia and interactive components, such as contextual action buttons, web links, and maps. RCS messaging is a compelling proposition because it evolves the SMS experience while retaining its accessibility and simplicity. It also lets you reach customers directly without requiring them to install a third-party app to take advantage of the following features:

• Rich media: Share high-resolution media, including gifs, carousels, and cards.
• Security: Verified in-channel branded messages with a custom logo and end-to-end encryption.
• Real time conversations: See typing indicators and message-read receipts.
• Suggested replies: Use bespoke action buttons and quick replies.
• Flexible integrations: Combine other apps into one interface.

The rapid adoption of RCS business messaging users which has increased by 36% from June 2024 compared to the previous year, signals an important potential for RCS to have on the customer experience. And we have seen for our customers RCS has helped them reach staggering results, such as 500% uplift in campaign engagement. So what types of use cases do businesses use to send in RCS messaging to get such results?

Here’s are some RCS messaging examples that can transform even the most routine business interactions into memorable moments that build trust and deliver meaningful value. If you want to get inspired on campaigns that can support these messaging examples, check out these RCS campaign ideas.

Trigger automated promotions for limited time offers and enable customers to instantly redeem or save them to a digital wallet. Use rich card carousels and multimedia components to let customers view promotional content and browse goods entirely in-channel.

Use automated notifications to share time-sensitive updates—like dispatch notifications, recruitment opportunities, and fraud alerts—that users can respond to using natural language or by touching suggested reply buttons.

Deploy RCS chatbots so customers can troubleshoot product issues, find information like store opening times, request service updates, and manage their user profiles and loyalty programs—all without leaving the RCS chat environment.

Share tailored feedback forms and polls to get actionable insights into customer sentiment and experiences. For example a gym could ask customers how they are felt about their latest class they attended and rate the instructor.

Integrate functionality with other apps and services, enable users to progress their journey without leaving the RCS chat. For example, a customer may book a weekend hotel stay, including travel, through an AI chatbot.

For more insights on how RCS enables dynamic customer experiences check out these useful reads:

RCS marketing guide

RCS for conversational messaging

Types of RCS providers

By integrating RCS with your backend systems, you can enable a seamless exchange of historical and real-time data to inform personalization and trigger contextual actions. It’s simpler than you might think. It doesn’t matter if you’re an omnichannel veteran or starting your business messaging journey for the first time; RCS is for everyone. Here are some RCS use cases from some of the largest industries in the world to deliver best-in-class experiences.

• Protect customers by alerting them to suspected fraudulent transactions that they can verify as legitimate or escalate for investigation by tapping an action button.
• Empower self-service by letting customers query and manage payment plans, dispute charges, and request extensions or debt relief services.

OneSource: A UK debt resolution service, improved debt payment rates by 30% by sharing interactive RCS notifications that enabled customers to pay in the channel.

• Automate appointment reminders by integrating RCS with electronic health record systems. Patients can confirm their intention to attend appointments with a single button touch or reschedule their booking using natural language.
• Provide on-demand support with AI chatbots that let patients manage prescriptions, share health updates to inform treatment plans, and request telehealth support.

• Create interactive promotions with rich media content to engage customers.
• Centralize the shopping experience by enabling customers to browse and purchase goods, and arrange delivery, entirely in the RCS chat window.
• Analyze each interaction, including browsing trends and customer sentiment, to inform personalization and optimize campaign messaging.

• Request customer reviews by sharing interactive feedback polls and forms.
• Keep customers informed of ongoing or scheduled network disruptions with live notifications.
• Educate and empower customers with self-service options and video tutorials, such as how to get roaming data whilst abroad or update their data plan.

TalkTalk: A leading UK broadband provider, uses RCS to deliver proactive service updates, answer routine queries, and understand customer behavior. In fact, their net promoter score has increased by 30 points since deploying the channel as part of a connected, cross-channel communications strategy.

RCS is a device-native channel that’s supported by most major network carriers. But to get the best from your RCS communications, we recommend orchestrating them as part of a robust omnichannel messaging strategy.

Webex Connect is a Communications Platform as a Service (CPaaS) for managing all your customer interactions in a single, connected solution. It also lets you create and automate joined-up interactions in a user-friendly visual flow builder. This means even non-technical users can unleash their creativity using drag-and-drop components.

It includes intelligent reporting and dashboards to help measure success and coordinate campaigns based on live and historical performance data. Plus, our Tier 1 network means every RCS conversation takes the fastest and most secure route.

Of course, this is just a sample of what you can achieve when you combine RCS with Webex Connect. To learn more, speak to one of our industry experts.