It is difficult to predict exactly what business messaging trends will emerge in 2023, as it will depend on the evolution of technology, market demand, and customer behavior. However, business messaging will continue to play a central role in business-customer communication. Some potential trends that could shape the future of business messaging include increased use of messaging in customer service, rising adoption of chatbots, greater integration of messaging with other business tools, and of course the rise of RCS.
Read on to know some important business trends you should know.
Rapid RCS adoption across the globe
The rise of RCS is imminent with its rapid adoption across the world. 2023 could very well be the year businesses and brands whole-heartedly accept RCS, making it an important cornerstone of their digital marketing strategy. And why not? With so much to offer along with constant improvements and the addition of new features, RCS offers a better experience for users and businesses alike. So, now it’s time to embrace RCS—the future of messaging.
RCS allows brands to send interactive, engaging text messages along with pictures, carousels, videos, animated gifs, and more on their smartphones without having to rely on outdated carrier infrastructure. It also enables businesses to reach customers in ways they never could before: through group chats and video calls, offering personalized customer service! The best part? You don’t have to change anything about how you do things today; everything will still work just fine once providers begin rolling out new features like these.
A2P messaging volumes will exceed P2P
A2P (app-to-person) messaging is a key part of the RCS ecosystem. It’s used by businesses to communicate with their customers, and it can also be used for other purposes, like signing up new users or taking care of customer service inquiries. The use of A2P messaging has grown rapidly in recent years as consumers have become more comfortable with it through OTT messaging platforms like Facebook Messenger and WhatsApp. For example: Facebook Messenger had over 1.3 billion users; WhatsApp has over 2 billion users worldwide; Telegram has over 550 million daily active users globally (as reported by TechCrunch).
As consumers have become more comfortable with A2P messaging, so too have businesses. A recent study by Fluent found that 73% of companies surveyed use WhatsApp for customer service, and 58% use it for business-to-consumer communication.
Messaging channels will be highly personalized
In the future, messaging channels will be highly personalized, as technology and artificial intelligence (AI) continue to advance. There are already a number of messaging platforms that use AI to personalize the content and experiences of their users, such as recommending specific types of content or customizing notifications based on a user’s interests and preferences.
You can get more out of this trend by building a smart AI-based bot that helps customers find and respond to relevant content from your company’s website or app as well as interact with it using voice commands or text input.
OTT messaging platforms likely to be regulated for fraud prevention
The OTT messaging platform is a key communication channel for businesses and consumers. It’s also one that warrants regulation in recent years due to increasing fraud and spam messages. Some governments and regulatory bodies have expressed concerns about the potential for OTT platforms to be used for illegal or harmful activities and have called for increased oversight and regulation of these platforms, which could impact innovation.
That means the use of these platforms will require careful planning if you want to avoid breaking any rules or regulations, which can have serious financial consequences.
RCS is rising and you should pay attention to trends to stay ahead of the game
RCS is the future of business messaging. The technology has been around since 2018, but it’s only recently starting to become a big deal.
The rise of RCS will be driven by A2P and P2P messaging volumes exceeding those sent via SMS, as well as an increase in customer service interactions mediated by AI. Customers are demanding more personalized experiences from brands and businesses that deliver them—and expect them to be able to reach out whenever they need help or information.
RCS is a great way to stay connected with your customers, but this technology is still relatively new. As such, it’s important to pay attention to the trends around RCS to ensure that you don’t miss out on anything exciting or valuable.