What is RCS? Exploring the top 5 business use cases of RCS
What is RCS? Exploring the top 5 business use cases of RCS
Powerful communication can move people. It builds trust, shapes perception, and drives decisions. However, when we think of business messaging, the first thing that comes to mind is often SMS. It’s familiar, dependable, and has served us well for decades. But today’s customers are flooded with messages - OTPs, promotions, offers, you name it. WhatsApp, while popular, is becoming increasingly crowded too.
In a world where attention is limited and competition is high, businesses need more than just delivery; they need impact. That’s where we need Rich Communication Services (RCS), the modern industry standard of messaging.
What is RCS messaging?
Rich Communication Services or RCS is a more dynamic version of SMS or MMS messaging, making conversations interactive and attractive. While RCS has been around for a while, it has picked up steam lately now that it is universally available on Android and iOS systems.
How does RCS work?
RCS works through the phone's default messaging app, with no additional app downloads needed. When a business sends an RCS message, it can include rich elements like images, carousels, buttons, QR codes and even live updates, all within the same message thread. Think of it as combining the simplicity of SMS with the experience of an app or a website.
The best part? Because it runs on mobile data or Wi-Fi, it’s more cost-efficient over time, especially for campaigns beyond plain text.
Understanding RCS examples with the top 5 use cases
Just like messages, RCS can be used to communicate updates and offers. The real catch is that it elevates every communication and often makes them actionable. Here are some RCS examples for businesses:
- Showcasing products like a virtual storefront
- Simplifying customer support and service updates
- Driving real action with offers and promotions
- Onboarding and educating new customers
- Reactivating dormant customers
- The future of messaging is here. Are you ready?
Imagine sending a message that doesn’t just say “New collection out now,” but lets the customer browse that collection right inside their inbox. RCS lets brands send rich media carousels with high-quality images, descriptions, and tap-to-buy buttons. Retailers, especially in fashion, electronics, and lifestyle, are already using this to replicate a ‘mini app’ experience, without actually building one.
No one enjoys hunting for helpline numbers or waiting for an email reply. With RCS, businesses can proactively send service updates, like delivery timelines, appointment reminders, or even warranty confirmations, visually and clearly. It’s no more about just chatting, but about reducing friction. Customers feel more in control when they can access what they need quickly and easily.
Let’s say you’re running a time-bound offer. A plain SMS can tell people about it. But an RCS message? It can show the offer visually, add a countdown timer, show store locations via map, and give them a one-tap option to redeem. This can dramatically boost redemption rates for F&B, entertainment, and travel sectors because the message isn’t just seen. It’s experienced.
Getting customers in is just the first step. Keeping them informed and engaged is where the real challenge begins. With RCS, banks, fintech players, insurance providers, and even telecom operators are making onboarding smoother, sending interactive welcome kits, video explainers, and quick action buttons that help users get started instantly. This avoids PDFs and clunky attachments with an easy-to-digest experience delivered directly to their phone.
We all have those customers who visited once and never came back. Sometimes, it’s not about disinterest and more about not enough recall. RCS helps businesses send richer, more personalised nudges: “We miss you” messages with visual incentives, loyalty updates, or even gamified content like scratch cards or spin-the-wheel offers.
RCS isn't just another marketing channel. It’s a smarter, more elegant way to connect with your customers, especially in a mobile-first country like India. From local retailers to nationwide BFSI players, businesses are already exploring how RCS can help them deliver more value with less clutter. The beauty of RCS is that it doesn't require customers to change their habits. It's still a message in their inbox—just better, richer, and more useful.
At JioBusiness, some incredible use cases emerge through our customer engagement platform, JioCX. With JioCX, businesses in India can unlock the full potential of RCS at scale and with ease. Whether personalized offers, interactive updates, or service alerts, JioCX helps deliver them faster, better, and more effectively.
