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 Channels[/caption]