SMS/RCS can streamline customer service interactions
Direct Support Lines Allowing customers to text questions and receive immediate responses.
Automated FAQs Chatbots (especially on RCS) can handle common queries, reducing call center volume.
Feedback Collection Sending post-interaction surveys via SMS/RCS.
Building Loyalty and Engagement.
Beyond direct sales, SMS/RCS can foster stronger customer relationships
Welcome Messages Personalize and make them engaging, perhaps with an RCS intro video.
Birthday/Anniversary Wishes Include a special offer or discount.
Content Delivery Share short, valuable content snippets (e.g., quick tips, recipe ideas) that link to longer content.
Surveys & Polls Gather quick feedback jordan phone number list directly from the messaging app.
Implementing an Effective SMS/RCS Marketing Plan
The foundation of any SMS/RCS strategy is explicit consent (opt-in). Non-compliance with regulations like GDPR, TCPA, and local laws (e.g., BTRC regulations in Bangladesh) can lead to severe penalties and reputational damage.
Clear Opt-in Provide clear methods for users to opt-in to receive messages.
Easy Opt-out Ensure simple and accessible ways for users to unsubscribe at any time.
Transparent Communication Clearly state what kind of messages users will receive.
Personalization and Segmentation with AI.
Generic mass texts are ineffective. AI is crucial for optimizing SMS/RCS.
AI-Driven Segmentation Use AI to analyze customer data and create granular segments based on behavior, preferences, and demographics.
Dynamic Content AI can personalize message content (e.g., product recommendations) in real-time.
Optimal Timing AI helps determine the best time to send messages for maximum impact based on user activity patterns.
Compelling Content and Call-to-Actions (CTAs).
SMS/RCS messages must be concise, clear, and actionable.
Value-Driven Every message should offer clear value to the recipient.
Concise Copy Get straight to the point.