Boost Retail Conversions with RCS: Higher Engagement, Faster Purchases, and Personalized Offers

Introduction

For decades, retailers have relied on SMS, emails, and call centers to connect with customers. However, these methods have become outdated. 

Nowadays, a text from your brand does not convert but crowds your customers’ inboxes. Customers expect more. They want rich, interactive, and personalized experiences that fill their unique needs.

RCS brings messaging to life. It integrates high-quality images, videos, carousels, and real-time updates into a single chat, making communication seamless, building curiosity, and converting more.

Retail communication is evolving fast. This blog explores why RCS API is the future of customer engagement and how you can harness its power to stay ahead.

The retail industry is all about conversations. Whether a customer asks about a product, checks an order status, or receives a promotion, communication is at the heart of every sale. However, traditional channels like SMS and email are struggling.

So, what’s next? 

It is RCS. When combined with AI Agents, it becomes the game-changer the retail industry has been waiting for.

Why RCS wins

RCS brings rich media, real-time interactions, and AI-driven conversations within the messaging app customers already use. In 2023, Google celebrated one billion RCS adoption worldwide, who are fond of features like:

• Product carousels: Show multiple products in a single chat. Customers swipe, browse, and buy instantly.
• Videos and GIFs: Demonstrate product features, share tutorials, or highlight discounts visually.
• One-tap checkout: No need to leave the chat. Customers can buy instantly.
• Verified business messaging: Customers see your brand’s name and logo, reducing fraud and increasing trust.
• Read receipts and real-time analytics: Know when customers open your message, interact with it, or drop it off.

Retail without apps, just conversations

Most retailers spend millions on apps. 

But how many people actually download and keep them?

Now, imagine AI-powered RCS conversations. Instead of a static message, customers chat with an intelligent AI Agent who answers their queries, recommends products, and even completes transactions. 

This needs no app downloads, no friction, but seamless and personalized customer interaction.

In retail, the better you engage, the more you sell. 

Today, most of your customers plan to browse, compare, ask questions, and expect instant answers. If a brand doesn’t provide this level of interaction, they move on.

Conversational commerce bridges this gap by bringing AI-driven conversations into the customer journey. With RCS API, every message a brand sends is a touchpoint, an opportunity to engage, convert, and retain customers.

Among all the features of RCS, the most essential ones applied in the field of retail are:

Rich media messaging that sells

While launching a new product, you can send an SMS to your customer saying, ‘Check out our new collection here’. 

But the customer might ignore it. Now, imagine using RCS.

• The customer gets a beautiful product carousel with images of your new collection.
• They see a short video showing the product in action.
• A ‘Buy Now’ button is inside the chat, so you don’t need to leave the app.

Which one do you think converts better? RCS API makes marketing visual, interactive, and instant, turning interest into action right inside the chat.

Gamified offers to make shopping fun again

Everyone loves a little excitement. RCS API lets brands turn promotions into a game.

• Scratch-to-win: Customers tap on a digital scratch card inside the message to reveal their discount.
• Spin-the-wheel: They spin a virtual wheel to win rewards.

Why does this work? It taps into basic human psychology: curiosity and excitement drive engagement. Instead of ignoring a boring promo code, customers engage with your brand, which increases sales.

Loyalty programs that feel personal

Traditional loyalty programs are boring and complicated. Customers often forget how many points they have or how to redeem them.

With AI-powered RCS, loyalty becomes:

• Proactive: Customer receives an engaging, personalized message 
• Effortless: They tap a button, and the reward is instantly applied at checkout
• Conversational: If they have questions, an AI Agent answers them instantly

When loyalty programs feel personal and easy, customers actually use them.

Hassle-free unboxing and setup

Ever struggled with setting up a new gadget? Many customers do. 

Instead of searching for a manual, they can get AI-guided unboxing support through RCS. 

• They receive an interactive step-by-step guide inside the chat.
• A video tutorial shows them exactly what to do.

This reduces frustration, lowers return rates, and improves customer satisfaction.

Smooth order tracking and VIP perks

Nobody likes guessing where their order is. With RCS, customers get:

• Instant order confirmations
• Live delivery updates
• E-receipts directly in the chat

For high-value customers, brands can send exclusive VIP deals via RCS. This keeps customers engaged even after they buy, increasing repeat sales.

Post-purchase engagement for repeat business

A sale should not be the end of the conversation. With the RCS API, you can follow up intelligently.

• A skincare brand sends a message after 30 days: ‘Time to restock your favorite moisturizer? Reorder now in one tap!’
• A fashion retailer suggests matching accessories for a recent purchase.
• An electronics brand offers an extended warranty option inside the chat.

These small nudges keep customers engaged with smart and relevant personalized marketing.

RCS, when combined with AI Agents, becomes a strategic asset that can drive your retail digital transformation. 

It creates personalized, seamless, and engaging experiences that build loyalty and drive sales. And in today’s competitive market, that is what sets you apart. 

Let’s see how RCS messaging is reshaping the retail industry:

With AI-powered RCS

When a customer gets away just after browsing for sneakers online, you might do nothing more than send them a basic email. 

However, with Agentic AI, they now get an RCS message with an interactive product carousel showing the sneakers they liked. This AI-driven RCS strategy makes sure every message is personal, timely, and relevant.

With omnichannel strategies

You know your customers are everywhere. They move between websites, social media, apps, and in-store visits. RCS lets you connect all those omnichannels. 

For example, you send out an email campaign promoting a new product. Your AI Agent can follow up with personalized RCS messages, guiding them through the purchase process.

With location-based push notification

You know that impulse purchases are a big deal. RCS API lets you tap into that with location-based offers. 

Brands leverage their customers’ location data to show location-specific content on social media and websites, target audiences in a particular area, and conduct market research. It builds immediateness, pushing customers to act then and there.

Conclusion

Every great customer relationship begins with a single message. In today’s fast-paced retail world, sending a personalized, timely greeting can set the stage for trust and loyalty. It’s your opportunity to make a memorable first impression—so why not make it exceptional?​

Early adopters of RCS are leading the charge in transforming customer interactions. 90% of rich media messages are opened within 15 minutes, and customers engage with RCS content for up to 45 seconds. This rapid adoption underscores the shifting landscape of customer communication.​

At Gupshup, we simplify this transition. Our comprehensive RCS API platform empowers retailers to integrate rich media messaging, AI capabilities, and real-time analytics into their communication strategies. 

Let us help you craft memorable, impactful interactions and set your brand apart in a competitive marketplace. Get in touch with us today!

FAQ’s

1. Can RCS messages be scheduled for promotions?

Yes, businesses can automate and schedule RCS campaigns, ensuring timely offers, reminders, and updates.

2. Does RCS work on iPhones?

With the launch of iOS 18, Apple introduced RCS features on iPhones. Now, all users who have this upgraded version can receive RCS messages on their phones.

3. Is RCS secure for business messaging?

Yes, RCS includes verified sender authentication, reducing phishing risks and ensuring customers only interact with trusted brands.

4. Does RCS require an internet connection?

Yes, RCS works over mobile data or Wi-Fi, unlike SMS, which functions on cellular networks without internet access.