Did you know? At least 70% of online surfings start with a search engine, out of which 92% of those happen on Google. You’d search for a company, you’d see a website open, then probably a form or questionnaire to fill in, you’d be stuck in your phone queue, and waiting for someone to respond. Now, let’s change the scenario and imagine this instead: You search for a company, and instead of the “Call” or “Visit Website” button, there is an option as you scroll down that says “Start messaging.” You tap on it, and you are now conversing with the brand in real time.
I mean, you search and talk, raise questions, clear your doubts, and if there’s something to purchase, you even buy it right in a single place. That’s the power of Google Search-Led RCS, and it’s playing a vital role in shaping customer engagement. And, TrustSignal is just making it easier for you with this blog, explaining how Google Search-Led RCS and RCS service alone, are slowly changing the dynamic of customer communication.
What is Google Search-Led RCS (RCS Service)?
Before we begin, it is important to understand what RCS actually is. So, RCS, also known as Rich Communication Service, is a richer version of SMS. The basic differentiation of RCS service is that it includes images, videos, links, PDFs, and the support of other creative features that make your simple messages become more enriching. Google Search-Led RCS is just a feature launched by Google where, when a person searches for a company, right below there is an option of “Start Messaging” or “Chat With Us”, by clicking on it, the user is redirected to the RCS messaging area of the business, and thereon, can complete all the customer journeys, right then and there.
Google Search-Led RCS is said to reshape the messaging craftsmanship by adding a touch of personalisation, because it is a place where customers actually want to talk to you. Customers can engage 1:1 with the brand through reply buttons and CTAs, and can easily scroll through, completing all customer journeys.
Also Read: How is RCS Helping Businesses Achieve Higher ROI?
Why is This Feature Beneficial For Customer Communication Today?
Billions of searches happen every day, and they route users to a call or maybe lengthy forms when they search. From these, upto 37% of these calls are deflected, and the users don’t meet the results they wanted. That’s why Google Search-Led RCS was launched. Seeing from the surface, it’s like a CTA button, but it carries three major benefits:
1. It Turns Search to Conversation
Traditionally, discovery has been searching and waiting for a response, but now it has become the building of a relationship through conversations. Now, every user can make decisions, ask questions, see visuals, and get time to time recommendation in one place.
2. It’s Not Only for Notifications and Support
RCS plays the role that extends from support to sending notifications. It also plays a full funnel channel for businesses, through which customers can do sales, retention, support, and fetch and generate leads, all from one place.
3. The Higher the Message Intent, The Lower the Friction
When a user searches for “stylish rings for men” or “beach-style five-star restaurants,” the message already knows the intent of what it’s about. RCS cuts down on the friction between the intent and the action by turning email wait time into instant chat replies, IVRs to visual menus, and replacing forms with step-by-step chats.
How TrustSignal’s RCS API Makes Google Search-Led RCS Better for Enterprises?
- We have introduced a new feature called TTL (Time to Live), which sets a clear time limit on how long an RCS message you send must stay live. If the message doesn’t reach the user during the allotted time frame, it is automatically failed. Example: It is very beneficial when sending time-sensitive information like OTPs because continuously routing this is of no use.
- We provide you with timely tracking and analytics of your RCS campaign performance. This helps you improve your message quality and intent right from the first step of testing. We also help you with the campaign testing.
- We are a multichannel service provider, which means, along with RCS API, we have APIs of WhatsApp, SMS, and Email as well, that will be a hand-in-hand support for all brand communication needs.
- RCS APIs allow sending messages with verified sender IDs. Which means, every message you send will carry your logo and colour theme in the message, so that personalisation is never left behind.
- What really sets us apart is our 24/7 support for all our customers. Be it anytime, and at every step, we always make sure that your queries are resolved and your journey with us is comfortable.
Also Read: RCS Marketing Guidelines for Effective Business Communication
Conclusion
It is time that we let go of long wait times and adopt a much quicker way of the customer journey. Google Search-Led RCS is something that is very revolutionary in today’s market, where expectations are high and time is very limited. For a brand, the question shouldn’t be: Should we really go with RCS service now? Is this the right time? But rather, it should be, “How can we make the best of this service?” And when that question arises, you should know that TrustSignal is the go-to solution for all your queries. Because we are not just a communication service provider, we say it and stand by it that we are the friend you need for all your customer communication needs. Just like any other best buddy.
