February 13, 2025
Why logistics companies choose RCS as their new communication method
Communicating effectively and securely with your customers has never been more important, and logistics companies are among those who are on top of this. Many companies are now moving to RCS in their customer communications to reduce abandonment, increase customer satisfaction and improve customer service efficiency.
RCS itself is not new, it has been available as a means of communication in apps like Whatsapp and Messenger for years. But for regular messaging, i.e. SMS, RCS has so far only worked for Android users. But in 2024, Apple announced that it is building support for RCS into its iPhones and logistics companies are now quick to jump on this opportunity that will lead to several benefits for both the companies and their customers.
What is RCS?
RCS, or Rich Communication Services, is a technology that allows businesses to send more interactive and engaging messages than regular SMS. With RCS, you can include videos, audio files and customized buttons in your messages, creating a more dynamic and personalized customer experience. In addition, all data can be collected and analyzed to improve future communications.
How can logistics companies use RCS?
RCS will become hugely popular now that both Android and Apple users will be able to take advantage of it. This will mean a more positive experience for customers, but also new opportunities for logistics companies to optimize their processes and create more business opportunities. Here are some examples.
1. more efficient customer service
Customers often have questions about products, deliveries or returns. Instead of dealing with each question individually, you can send automated, tailored messages and save a lot of time. RCS also allows you to include buttons in messages for quick responses, reducing the need for lengthy conversations.
2. interactive communication
Traditional SMS communication is often one-way, with information such as locker codes or delivery updates being sent out to the customer. With RCS, logistics companies can create a more interactive dialog, where the customer has the chance to communicate back and show that they have taken note of the information. In the SMS, they can also adjust delivery times or extend pick-up times, without having to go into an app!
3. reminders
It's easy to forget to pick up packages when life gets busy. Automated reminders via RCS can reduce the number of missed pickups, leading to happier customers and better business results for you.
4. Verified consignor
Your customers don't have to worry about scammers when you use RCS, because you will be a so-called "verified sender". This means that you go through a verification process to ensure that your messages actually come from you. From a customer's perspective, this creates a higher level of trust and security.
5. End-to-end encryption
With RCS, your messages are end-to-end encrypted. This means that the messages are encrypted on the sender's device and decrypted first on the recipient's device. No third party, including the service provider (like Google), can read the messages during transmission. This way, both you and your customers can be sure that the communication is not intercepted or manipulated.
How Generic can help you
We at Generic are happy to help you get started with RCS in your customer communication. We do a thorough needs analysis to create a solution that fits your needs. After that, we set up everything technically and are available around the clock to answer any questions, so you can become experts in your investment in RCS and achieve your desired results.