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Twilio Is Expanding Access To Rich Communication Services To Support Brand Communication Strategies
Wednesday, 11 Sep 2024
Twilio (NYSE: TWLO), a customer interaction platform that creates real-time, personalized experiences for top brands, has just announced the global rollout of Rich Communication Services (RCS) through its Programmable Messaging and Verify API. RCS goes beyond standard messaging features, offering enhanced functionality, including the sender's brand identity displayed in default messaging apps. This upgrade ensures that customers can quickly recognize and trust the source of the messages they receive. With this new feature, businesses can send verified branded messages to effectively build customer trust and loyalty without needing to change any code.
Twilio's RCS features include:
Branded Message Delivery Service: Twilio's RCS provides automatic upgrades from SMS to RCS on supported devices at no extra cost for regular messages up to 160 characters. Each message will showcase the company or brand's logo, name, tagline, trusted sender verification from Google, and read receipts. This way, customers know exactly who they're communicating with, strengthening their trust and interaction with the brand, ultimately encouraging them to try or repurchase.
Rich Content with Interactive Features: RCS messages allow businesses to create engaging and interactive experiences through call-to-action buttons, interactive carousels, location sharing features, and quick reply options. These features enable message recipients to take actions or respond directly from the message, boosting interaction and conversion rates while reinforcing brand authenticity.
No Need for New Code: One of the standout features of Twilio's RCS is how easy it is to implement. Businesses can kick off secure and trustworthy communication with customers by setting up RCS for their brand and verifying the sender directly from the Twilio Console, all without needing any new code. Twilio also takes care of registration and onboarding with mobile operators, checks capabilities, and offers various tools to ensure messages get delivered via SMS when RCS isn't available. In this ever-changing world, it's crucial for companies and brands to build and maintain customer trust, especially since customers are bombarded with hundreds of messages and notifications daily. A consumer preference survey conducted by Twilio in 2024 revealed that 75% of consumers who received branded messages felt that the brand's identity in the message boosted their trust, while nearly half (49%) said they would trust a brand more if the message included a logo or verification checkmark. This trust translates into action, with 4 out of 10 consumers motivated to make repeat purchases, and 1 in 4 making their first purchase when a brand uses a trusted communication channel. RCS is a key part of Twilio's solution for creating secure and reliable communication between brands and consumers across various channels, including branded caller ID and support for Brand Indicators for Message Identification (BIMI) in emails. Twilio's suite of APIs helps businesses create interactive and trustworthy communication that sets them apart in a competitive market and drives return on investment. "Twilio believes that building interactions with customers should be seamless and secure," said Inbal Shani, Chief Product Officer at Twilio Communications.
