.avif)
Key Takeaways
According to a study, WhatsApp users send over 140 billion messages every day. For businesses, understanding the differences between RCS and WhatsApp can help them choose the best channel for customer communication. Both platforms offer unique features for customer support and marketing.
What is WhatsApp?
WhatsApp is a free messaging app that allows users to send text, voice, video messages and make calls over the internet. It’s widely used globally for personal and business communication on both iOS and Android devices. Businesses mostly use them either for authentication with WhatsApp OTP or for marketing with WhatsApp.
Key Features of WhatsApp
- Supports text, voice, video calls and media sharing for easy personal interactions.
- Designed for small businesses, offering essential tools for customer engagement and communication.
- Ideal for larger companies with high messaging needs, providing advanced features for scalable communication.
- Available on both iOS and Android, ensuring broad accessibility and seamless use across devices.
- Easy account creation using a phone number, with mandatory opt-in for business messaging to ensure user consent.
- Builds trust and credibility with customers by displaying verified profiles for businesses.
- Saves time by enabling businesses to instantly answer frequently asked questions with predefined responses.
- Sends automated responses when businesses are away or closed, ensuring consistent communication.
- Helps organize and manage customer interactions with labels and chat management tools.
- Allows businesses to showcase and share product catalogues directly within the chat for seamless browsing.
You can check our detailed guide on an example of a WhatsApp broadcast for a better reference.
Challenges of WhatsApp
- Message Limits
WhatsApp limits the number of messages to new contacts, helping prevent spam and maintain quality interactions.
- Content Policies
Businesses must follow WhatsApp's guidelines on permissible content to avoid violations.
- API Setup
Integrating WhatsApp API into large systems may need technical expertise and setup. Although with WhatsApp business API providers like Message Central, you can get 24/7 customer support and help for API integration.
- API Fees
Costs for the WhatsApp API vary based on message volume and conversation type, impacting budget planning.
What is RCS?
RCS (Rich Communication Services) is an advanced messaging protocol that enhances traditional SMS with features like read receipts, typing indicators, high-quality media sharing and group chat capabilities.
It aims to provide a richer, app-like experience like WhatsApp or iMessage, available directly in users' native messaging apps.
Key Features of RCS
- Send high-quality images, videos and audio without size limitations, improving the multimedia experience.
- Know when your message has been read, helping you track engagement in real time.
- See when the other person is typing, creating a more interactive and real-time communication feel.
- Easily create and manage group conversations, with the ability to add or remove participants, making group communication more dynamic.
- Share your real-time location directly within the chat, useful for meetings or logistics.
- Companies can send interactive, branded messages, enhancing customer engagement with richer, more personalized communication.
- Businesses can create verified profiles, increasing customer trust by clearly identifying the sender as legitimate.
- Messages can include buttons, quick replies and other interactive features, making it easier for customers to respond or act.
- Since RCS works directly in the phone’s native messaging app, users don’t need to download a separate app, improving ease of use.
- Businesses can access data on message delivery and engagement, helping them fine-tune their communication strategies.
You can refer to our guide on business messaging with RCS for a detailed guide.
Challenges of RCS
- Fragmented Adoption
RCS is not available on all devices and networks yet, which makes it difficult for everyone to use.
- Security Concerns
RCS messages don’t have end-to-end encryption by default, which raises privacy concerns, although improvements are being made.
- User Education
Many people might not know about RCS and its features, so businesses need to inform their customers about its benefits. Although, we at Message Central give business proper guidance as to how can they setup RCS.
- Competition with Other Apps
RCS competes with popular messaging apps that already have similar features, making it a tough market to break into.
RCS vs WhatsApp- Which is Better?
- Similar Features
Both apps allow users to see when messages have been read, show notifications when someone is typing and support group chats.
- Connecting with Customers
For business messaging, RCS and WhatsApp make it easy to engage with your audience in fun and meaningful ways. RCS is a more sophisticated version of SMS. You can understand the difference with our coverage on RCS vs SMS.
- Verified Business Profiles
Both platforms let businesses create profiles with key information like name, description and address. They both require a verification process to build trust.
- Rich Media Support
RCS and WhatsApp allow businesses to send high-quality images, videos, GIFs and documents to their customers.
- High Open Rates
Around 90% of rich media messages are opened within 15 minutes. This means your audience is likely to read your messages quickly, making it perfect for promotions.
- APIs for Integration
Both RCS and WhatsApp offer APIs that help businesses send lots of messages easily. The Conversation API allows access to both platforms with a single integration. You can get in touch with a CPaaS provider like Message Central to enable the same for your business.
- Great for Conversations
Both channels facilitate real-time, interactive chats, helping businesses communicate effectively with their customers.
Use Cases for RCS vs. WhatsApp in Business Messaging
Choosing between RCS and WhatsApp for business messaging can depend on your specific needs and your customers' preferences. Here are some common ways businesses can use each channel effectively
- Opt-in Campaigns
It’s important to get permission before sending marketing messages. Both RCS and WhatsApp can help increase your subscriber base with their interactive features like buttons and videos.
For instance, a home furnishing retailer, successfully used WhatsApp catalogues to enhance customer engagement, resulting in higher read and click-through rates. RCS also helped them grow their audience, showing that using both channels can drive better results.
- One-Time Passwords (OTPs)
Sending OTPs is crucial for keeping customer accounts secure. Many people prefer receiving these messages via messaging apps rather than email.
WhatsApp is great for OTPs because it uses end-to-end encryption, ensuring that only the recipient can see the code.
RCS also has a role in enhancing OTP security. You can implement both, WhatsApp OTP and RCS OTP with Message Central. The platform also provides a fallback mechanism for OTP SMS.
- Personalized Promotional Messages
Customers today expect personalized experiences. Both RCS and WhatsApp have high open rates (over 90%), indicating that users are eager to engage. Businesses can send tailored messages with options for customers to respond, making interactions more relevant. For example, brands used RCS to help customers plan holiday menus based on their dietary needs, while some others send targeted offers via WhatsApp. The choice between RCS and WhatsApp depends on your audience and where they prefer to communicate.
- Customer Service and Support
Many consumers prefer to receive support through mobile messaging. Both RCS and WhatsApp provide tools like suggested replies and product catalogues that make it easy to assist customers. RCS can also be paired with chatbots to support customers. The key is to use the messaging channel that your customers are most comfortable with to ensure they are engaged and satisfied.You can check our article on WhatsApp templates to get personalised message templates for your business.
Conclusion
Both RCS and WhatsApp have unique advantages, and businesses can benefit from using one or both channels depending on their goals and customer preferences.
Whether sending OTPs, running opt-in campaigns, personalizing promotions or providing customer support, the choice should be guided by where your customers feel most comfortable interacting with your brand.
RCS and WhatsApp Messaging with Message Central
Message Central is a CPaaS solution offering multiple channels of communication to businesses for multiple use cases. The platform provides: -
- Direct operator connectivity
- Global access
- 24/7 customer support
- Real time data and analytics
You can get in touch with the team to get started.
