As businesses look to move from mostly inbound to mostly proactive outreach, branded text, including RCS, has a critical role to play.
Metrigy’s Customer Experience Optimization: 2024-25 global research study, conducted in July and August 2024, found this interesting tidbit: Nearly 70% of the 544 participating companies see customer service shifting from mostly inbound (from customers to companies) to mostly proactive outreach (from companies to customers) within one to three years. Already we see lots of activity around reminders for ordering, renewals, or appointments; upsell/cross-selling of products that align with customer preferences; and shipping notifications.
Trust Issues
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