Twilio’s CCaaS offerings keep growing as does the importance of customer experience across all business sectors. If you fail to address your company’s CX you may find your customers leaving you for a company that didn’t.
Twilo understands CX and is paving the way for companies to take control of their customer experience. Already, users have access to features like phone calls, as well as sending, and receiving text messages. With its most recent offering, companies can take advantage of customized Rich Communications Services Business Messaging.
Businesses using text messages is a growing trend – as a recent report by Zipwhip points out. According to the survey, seventy-four percent of respondents said they replied to a text message from a business within one hour. Compare this to the 41 percent who reported responding to emails. The survey further revealed, more than a third of businesses that responded, used texting with customers.
76 percent of consumers who responded said they received a text message from a business.
Twilio is working to solve the problem of the proverbial corporate SMS with links and virtually no design element – with the introduction of Twilio Channels.
Advantages of RCS for business
For marketing and sales professionals, the ability to embed carousels in messages including photos, products, and call to actions for increased conversion rates is an asset. Business users can send branded messages, embed high-resolution media, cards, and suggested replies/actions. Businesses can also ensure the reliability of information transmitted by sending verified sender ids. Equally, there are features for tracking and performance.
Under a single API, Twilio users can scale messaging and reach all customer segments.
Twilio’s website boasts a 99.95 percent uptime, which is promising for those worried about failed messages. If you send an RCS message and it fails for any reason – the message will failover and deliver as an SMS. Channels is an omni-channel API. As such, businesses can expand the channels they communicate with customers on to media like Facebook Messenger and Slack.
You can, moreover, use Twilio Channels for:
- Sending users anything from e-commerce alerts to boarding passes for upcoming flights
- Confirming, editing, and canceling appointments, sending reminders as well as one-click confirmations
- Making a purchase directly from messaging apps like WeChat, RCS Business Messaging, Apple Business Chat, Telegram, Viber, and Blackberry Messenger
You don’t have to be a graphic designer
Twilio Channels uses a drag-and-drop method of deployment via the RCS application. By harnessing the power of the developer’s visual app builder (Twilio Studio), businesses can build and maintain communications workflows with relative ease.
Channels empowers developers to add their own code. The platform runs in the Cloud and relies on serverless computing to simplify the process of code deployment – directly to production.
“RCS is now being used to enhance how we engage customers about their orders, allowing them to modify orders, track shipments and place additional orders all within their messaging app”
“Twilio Channels allows us to deliver that experience using the same API we already use for SMS,” said Amit Shah, Chief Marketing Officer at 1-800-flowers.com.
The company is a Twilio Channels early adopter.
