December 17, 2025
What happens if you don't use RCS in your customer communications?
You have probably noticed how RCS (Rich Communication Services) is spreading around the world and making both the sender's work easier and the user's experience smoother. It is simply a more modern way of communicating.
Many e-health companies have still not jumped on the RCS bandwagon. By failing to modernize their communications, they risk facing unpleasant consequences.
Here are three examples of what can happen when communication fails to leverage the potential offered by RCS, followed by tips for moving forward.
Story 1: The missed medication reminder
Sara had recently been prescribed new medication. Nothing complicated, but she needed to take the tablets at the same time every day. She received a note with instructions on the medication package, but no reminders via text message, for example.
The next day, she took the tablet too late. The day after that, she forgot altogether. When the health center called a week later, her values had already deteriorated.
All because communication was lax. The physical instructions could easily have been followed up with interactive reminders in the form of push notifications in RCS, but instead, they settled for a note that could easily be forgotten or lost.
Story 2: The substitute teacher who was never found
It was Monday morning and the pediatric clinic had a full schedule. When one of the nurses suddenly fell ill, the search for a replacement began.
An administrator sat with the phone and called temporary workers, one by one. Many did not answer. Some had changed their numbers. Some gave short answers that were difficult to interpret. None of them could give a quick yes or no.
Three hours later, they finally found someone. But by then, two appointments had already had to be rescheduled, and parents had to go home with children who needed care.
If they had had RCS, they could have sent an automated mailing with clear response buttons instead. A single click for yes or no. A quick flow where the system itself sees who is first to say yes. No stress. No unnecessary cancellations. Just a solution that works.
Story 3: The operation that was misunderstood
A patient was preparing for minor surgery. There was a lot to keep track of. What should he eat? Which medications should he stop taking? How should he shower the night before?
The instructions were sent by letter, but it disappeared somewhere during transport. He tried to remember what the nurse had said and took a chance in his preparations. He thought he remembered correctly, anyway.
When he arrived at the clinic, it turned out that the preparations had not been made according to plan. The operation had to be postponed. An available appointment slot was lost. The staff had to rebook everything. The patient went home frustrated.
With RCS, the instructions could have been sent digitally as clear steps, with images, animations, and checklists that were marked off as they were completed. This would have saved both the patient's time and healthcare resources.
How to get started with RCS
We offer our RCS Basic package, tailored for those who want to get started and test the benefits of RCS without committing to the maximum package right away. You get a verified sender, clickable buttons, and a modern experience that elevates your entire customer communication. Everything works directly with SMS fallback, so you can reach everyone from day one.