RCS (Rich Communication Services) is the next step in mobile communication, offering businesses entirely new ways to connect with their customers.
Unlike traditional SMS, RCS messages can include images, logos, buttons, links, and interactive features—directly within the phone's native messaging app. This creates a more modern and engaging customer experience, while allowing businesses to automate and integrate their communication with existing systems.
RCS står för Rich Communication Services.
Unlike SMS, RCS can include images, logos, buttons, links, and interactive features – directly within the phone's native messaging app. For example, Google Messages supports resolutions of up to 8192 x 8192 pixels at 100% JPEG quality. Regarding maximum file size, the official standard limit for individual files is up to 100 MB. However, some mobile operators may limit automatic downloads or transfers to 48 MB on their networks to save data.
RCS is best suited for situations where you want to provide a high-quality customer experience using images and the opportunity for quick interaction via buttons. While SMS acts as a simple "information sign," RCS functions as an interactive storefront.
Here are examples of applications where RCS is superior to SMS:
1. Interactive e-commerce and product carousels
In e-commerce, RCS serves the same function as a minimized app or web store directly within the message thread. Instead of a dull text link, you can display image carousels featuring products, prices, and buttons like "Add to cart" or "Buy now." For example: "You left something in your cart!" with a high-resolution image of the product and a direct button to complete the purchase.
2. Visual and interactive tracking & delivery notifications
Logistics and package deliveries become significantly clearer, reducing the pressure on customer service. You can display a map showing the package's location, various delivery stages, and interactive buttons to change the delivery date, select a pickup point, or provide instructions to the courier. For example:"Your package will be delivered today between 2 PM and 4 PM." Buttons: [Change time], [Leave at door], [Track on map].
3. Travel, events, and ticket display
Rebooking or displaying tickets often requires the customer to download an app or open an email. RCS solves this within the chat window. Furthermore, RCS can send QR codes and boarding passes directly in the message, complete with updated gate numbers, flight times, and check-in buttons. For example: Flight tickets, train tickets, movie tickets, or hotel bookings where the customer can easily click [Upgrade seat] or [View boarding pass].
4. Customer service and case management
RCS makes it possible to offer automated yet human-like customer support without forcing the customer to visit a website. The recipient avoids typing long replies and can instead tap predefined response buttons (QuickReplies) or send high-resolution images to customer service if something is broken. For example: A fault report where the customer answers questions via buttons and sends a photo of the damaged product.
5. Brand building & Verified sender
One of the biggest benefits of RCS for businesses is that it puts an end to phishing attempts. With RCS, the company's actual logo, brand name, and a green verification symbol are displayed at the top. The recipient immediately sees that it is actually their bank or airline reaching out. For example: Banks and insurance companies that need to send important information where the customer might otherwise be hesitant to click a link.
