RCS CRM Integration To Streamline Your Communication

Can you imagine how easy it would be to manage all of your business operations, ranging from data management to running marketing campaigns from a single platform? Plus, in today’s hyper-connected world, you need to stay connected with customers and deliver seamless, personalized communication. 

Having said that, with numerous communication platforms vying for attention, connecting them to a unified application can greatly streamline your operations. And RCS is no different. 

RCS messaging, integrated with a CRM system, can be revolutionary for companies aiming to streamline their communication strategies. In addition to that, when you combine the modern messaging features of RCS with the robust organizational capabilities of a CRM, it can elevate customer engagement, improve operational efficiency, and achieve a higher ROI.

Having said that, in this blog post, I will dive into the benefits of creating an RCS CRM, how you can use this synergy to transform your communication strategy, and the steps involved in integrating RCS with a CRM system. So, let’s jump straight into it!

What is RCS messaging?

RCS, also known as Rich Communication Service, is the generation of SMS, offering rich features and interactive messaging capabilities that far surpass traditional text messaging. RCS supports advanced features such as:

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• Multimedia messaging: Share images, videos, and GIFs directly within the chat window.
• Instant actions: Incorporate buttons for quick actions like bookings, payments, or customer support.
• Brand customization: Display logos, brand colors, and verified sender IDs for credibility.
• Live read receipts: Gain insights into message delivery, read status, and response rates in real-time.

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This enhanced messaging capability makes RCS a powerful tool for you if you are looking to engage customers more effectively. But when you integrate it with a CRM solution, its potential amplifies further. Here’s how. 

Benefits of an RCS CRM

Similar to a WhatsApp CRM that lets you optimize your WhatsApp efforts, an RCS CRM allows you to enhance the quality of your initiatives and manage contacts effectively. With that said, below are some of the advantages of linking RCS with a CRM. 

Centralized communication

By combining RCS with CRM, you can manage all your customer interactions from a single location. For example, your CRM will become a centralized hub to handle data, exchange conversations, and track the progress of each customer. This eliminates the need for switching between multiple tools, saving time and reducing errors arising from misinformation.

Real-time insights

Using CRM software, you can track and analyze your customer interactions through RCS. Most modern CRMs that come with marketing functionality allow you to monitor key performance metrics for your efforts. You can make use of these reporting dashboards to gain actionable information into what works and what doesn’t, enabling you to fine-tune your communication and sales engagement strategies.

Improved ROI

Interactive and personalized RCS messages have higher engagement rates compared to traditional SMS or emails. With the increased levels of spam messages sent via traditional channels, customers tend to ignore them or don’t go out of their way to open them. 

On the other hand, since RCS provides a more engaging experience, they have 35 times higher chances of being read. This aspect significantly boosts the engagement rates, thereby leading to improved ROI for your initiatives. 

Seamless customer support

Being able to manage customer support via RCS from your CRM can boost response rates and deliver instant resolutions in a hassle-free manner. From inquiry to purchase to support, integrating RCS with CRM ensures a seamless customer experience across all the touchpoints.

Better messaging efficiency

Segmenting customers based on certain CRM or sales journey triggers, such as abandoned carts, appointment reminders, or service updates, lets you send highly targeted RCS messages. This way, you can increase the efficiency of your marketing campaigns and get more sales. 

How to integrate RCS with your CRM platform

By now, you must have understood the benefits of an RCS CRM. Now, let’s check out the step-by-step ways to integrate RCS with your CRM platform and achieve organizational success without needing to scour around multiple tools. 

Define your communication goals

Before you can properly integrate RCS with your CRM, think about what it is that you want to fulfill by doing so. Identifying your outreach goals and how RCS can help you meet them is the first step in finding out whether or not you need this combination. 

For example, if you are struggling with low engagement or conversion rates across traditional outreach channels and want to switch up your strategy using RCS, then setting up an RCS CRM might be beneficial for you. 

This is only one case of why you should consider adopting RCS into your sales engagement strategy. You will have to build a solid roadmap beforehand you can go ahead and put it into action. 

How to do that? Start by determining which CRM or RCS features you want to leverage. 

This could be something as simple as segmenting customers for tailored messaging or setting up an RCS chatbot for automated engagement. Once you are done figuring out why you want to integrate RCS with CRM, you can move on to the next step, finding the right platform. 

Partner with the correct RCS provider

With your goal out of the way, it is now crucial to identify the right RCS service provider that offers you all the necessary tools to hit your goals. However, this is easier said than done. With so many platforms available in the market, it can oftentimes become difficult to discover the perfect match for you and your business. 

Worry not and I am going to suggest you an advanced RCS messaging platform that includes a native CRM so you don’t have to set up any intermediary tools or webhooks to transfer data. And that platform is Zixflow!

Zixflow is a complete package when it comes to business communication and managing customer data. Being a Google and Meta partnered platform, it provides an omnichannel messaging environment, consisting of both modern and traditional channels like RCS, WhatsApp, email, and SMS. 

What makes Zixflow different from other messaging solutions is its in-built CRM functionality, allowing you to create custom lists to segment customers and use AI-powered tools to enrich their details. With Zixflow, you can divide contacts into separate lists, each serving a particular purpose. 

For example, you can add all of your leads to a Leads list and initiate list-wide operations like sending bulk messages, running nurturing campaigns, and finding email addresses with our powerful Email Finder. 

In addition to that, you can manage customer opt-ins and opt-outs within the list itself. By creating an individual column for the same, you can effortlessly track which contacts have opted out from receiving marketing messages, so you can exclude them when running promotional campaigns. 

Furthermore, if you are already using a CRM and just want the RCS marketing capability, you can still utilize the robust promotional features of Zixflow by integrating it with your existing CRM via an RCS API. With our easy-to-use RCS API and in-depth documentation, you can connect the platform to pull customer data from external sources to run outreach campaigns with ease. 

Integrating RCS with the CRM

Although the process of registering RCS with a telecom operator is more or less the same for each platform, the process of integrating it with a CRM can differ. 

However, for the sake of simplicity, I’ll tell you how to set up RCS with Zixflow, and since it already includes a CRM, you don’t need additional steps to integrate it with it. 

Start by signing up for Zixflow and head towards the RCS section. Here, you need to register for an RCS account if it’s your first time. 

Click on the Settings tab and you will see a link to a form where you have to enter your business information like purpose, business name, contact details, brand elements (logo, description, cover image, etc.), and your personal data. 

Once your details are verified, you will receive an email asking for authorization, and you have to follow the instructions mentioned in it to provide the required authorization. After that is done, your business will be registered with a partnered network provider and you can see your verified sender ID under Settings in Zixflow. 

Don’t worry if it sounds like too much work, it should take a few minutes to fill in the form and we will handle the rest. If you have any questions or run into an issue during the process, you can connect with our sales team for prompt assistance. 

Run your first RCS campaign

Now that you have registered for RCS and are ready to kickstart your initiatives, let’s see how Zixflow allows you to achieve it. With the RCS campaign editor, you just have to give your campaign a name, select the RCS agent (an RCS account if you have multiple), and pop in your contacts’ information to send RCS messages at scale. 

Not just that. You can also monitor how well your campaigns have done by analyzing the engagement and delivery rates, so you can enhance upon the areas that need improvement. Zixflow provides individual reports for every campaign you run using the platform. 

Integrate RCS with your CRM to streamline your outreach from a single solution

Connecting RCS with your CRM system is a strategic move to optimize your communications, enhance customer engagement, and stay ahead in a competitive market. By leveraging the rich features of RCS and the organizational power of CRM, you can deliver tailored, impactful messages that resonate with your audience.

As more brands adopt RCS, integrating it with your CRM will no longer be a luxury but a necessity. Start planning your integration today to unlock the full potential of modern communication and drive meaningful results for your business.

Ready to take the plunge? Explore how Zixflow’s native CRM can be easily used with the outstanding communication features of RCS to transform your outbound sales strategy. 

Get started with a 7-day free trial of Zixflow and see for yourself how you can leverage it to achieve your marketing goals and set your business up for long-term success!