“Merry Christmas.” More than 30 years ago, that was the content of the very first short messaging service (SMS) message. Almost immediately after, the new and ingenious invention was implemented into mobile phones by manufacturers around the world. End users loved its quick and effective performance, and it was easy to use. Fast forward to today and much has changed in the world of mobile…, SMS: The standard - for now, SMS is the most established and widest-used form of texting. It’s considered the default messaging type worldwide. Because it’s so common, you can use SMS to reach almost any user without being connected to a WiFi or data network to receive a message. It also serves as a failover option when messages over other channels do not get delivered. SMS can be conversational , but not with the…, RCS: What it is and why it’s the future, The RCS messaging protocol is an advanced service that upgrades the messaging experience for Android users, creating a better experience within their messaging app and functioning more like an OTT app than typical SMS. RCS gives you the opportunity to send high-quality content to guide users through the conversation, such as: Rich cards Suggested replies Suggested actions These rich messages are…, What are rich cards?, Rich cards are an RCS capability that allows you to send a batch of information to a user. Rich cards far surpass SMS capabilities because they can contain media, text, and even suggested replies and actions for your users, supporting these formats: JPG PNG Video Audio Rich cards can be sent standalone or grouped together into an entire 'carousel' which enables many options to be presented to the…, Suggested replies, Suggested replies are a helpful tool to guide users through your conversation and keep them engaged. These suggestions are next steps that the user can use to quickly respond, relevant within the context of the chat. They’re either sent in the form of lists (sometimes known as suggestion chips or buttons) or within rich cards., Suggested actions, While suggested replies help push your conversation forward, suggested actions take it up a notch. Actions leverage the user’s device and its functionality for a better customer experience. They’re buttons users can click to accomplish a host of tasks, like: Opening a webpage Calling customer support Finding a destination on a map Suggested actions have lots of capabilities, so it’s important to…, What can RCS and SMS do for your business?, Depending on your customers’ needs and preferences, RCS or SMS might suit your business better. Many businesses also combine RCS and SMS as part of a broader messaging strategy to cover all their bases., RCS use case - Cdiscount, RCS is a more complete and enticing experience than SMS, which is why RCS users are more likely to be engaged and convert than traditional SMS users. In this way, RCS isn’t replacing SMS, but instead complements it as part of a complete messaging solution . Retailer Cdiscount needed a way to revitalize its marketing strategy and avoid a situation where revenue flatlined or dropped. They used SMS…, 9% increase in cart size, and a, 4% increase in revenue, overall - numbers that indicate how RCS can drive customers to be more engaged and eventually convert., SMS use case - AAA, SMS is the standard, and its more limited functionality is an opportunity rather than a restriction. Take AAA , for example. The American Automobile Association found that users were texting its helpline, which wasn’t enabled for text communication - so messages were simply lost and went unanswered. By implementing a two-way SMS solution - which 89% of people prefer to talking on the phone - AAA…, 8% conversion, from SMS out of AAA’s 62 million users and saved AAA, $30,000, in soft costs. Customers choose SMS because it’s affordable and scalable, and it converts with as much as a 98% open rate and 19% click through rate., Which media and devices support RCS and SMS?, RCS is a collaboration between Google and mobile operators, and although today it’s only supported on Android devices, support is growing all the time. Most commonly, it’s used on Android’s default Google Messages app. You can check if your phone supports RCS within the app by navigating to the settings menu and browsing chat features. On the other hand, every mobile device with a network…, Find a solution no matter your messaging strategy, No matter your goals, there’s a messaging solution that will help your business achieve conversational commerce success. If your needs are more conversational, RCS has expanded capabilities that liven up marketing communications for an enhanced experience. If you primarily need to send notifications like fraud or delivery updates, then the simplicity of an SMS solution will meet your needs.
Type: Blog Article
Have you ever thought about launching a chatbot? If you have, you’ll probably relate to this story! Meet Eve, a customer experience manager at a large enterprise. After researching the market and analyzing user expectations, Eve is convinced that a conversational AI chatbot will improve the customer experience and work wonders for the company. So, she decides to give it a go!, Yes, launching chatbots for enterprises is challenging, ..., Eve starts by talking to Steve, one of the key stakeholders. However, Steve is skeptical. He remembers a failed bot project in the past; and questions how long the project will last. Eve then gets her team together. But they also have doubts. Everybody is already very busy, and nobody on the team knows how to build an AI bot. Next, Eve talks to the IT team. They tell her that they’re worried…, … but it’s worth it!, Fortunately, Eve doesn’t give up. After all, she knows that conversational AI chatbots can: Help customers 24/7 in over 125 languages Handle 80% of incoming queries correctly Talk to customers on virtually any channel, from your website to WhatsApp to SMS Save 40+ hours per month Reduce customer service costs by 70% Double conversions So, Eve sets up a clear project plan and scope for Steve that…, Launching conversational AI chatbots for enterprises – in 4 steps, As Eve’s struggles show, planning your chatbot project carefully and including all relevant departments is crucial. Check out this roadmap for kicking off your chatbot project and launching your first bot in a few months!, 1. Define your scope, and set clear goals, Chatbots are real all-rounders that add value to every step of the customer journey . They can help you run more personalized marketing campaigns, guide customers through product questions, incentivize sales, help track orders, support customer care teams, and re-engage customers. Where you first put a chatbot to work will depend on your company and internal goals. So define your scope and set…, 2. Choose the right platform and partner, Conversational AI chatbots can work on any platform, from an in-app chatbot to a live chat on your website to a bot on a messaging app. You can use them as part of an omnichannel strategy , but when you’re starting out, it’s easier to focus on one key channel, then add more later. Decide what channels are the best for your business and where you and your customers will get the most out of the…, 3. Assemble the team, Getting the right people together at the right stage of a chatbot project is critical. To benefit quickly, Jonkers suggests that enterprises launch their bot one or two months after kicking off the project. Start with one use case and a small core team with one full-stack conversational designer ., 4. Grow the bot, Once you’re up and running with your first use case, you can grow the bot’s functionality and boost its value by adding more use cases and integrations. At this stage, you can think about adding more expertise to your team, working with deeper integrations, and including multiple channels., Getting started with chatbots in enterprises, Launching a chatbot in an enterprise can be challenging. It involves several departments, thorough planning, and a partner with expertise in new technology in complex environments. With a clear outline and a skilled chatbot team at your side, it’s possible to successfully launch your first chatbot in a few months! Get in touch to find out more!
Type: Blog Article
