The new era of eCommerce success has arrived! Defined by rich and interactive media- images, videos, GIFs, and custom buttons- this technology delivers a highly personalized shopping experience directly to a customer's smartphone.
Leading this transformation is RCS messaging, short for Rich Communication Services. RCS stands as the hero eCommerce retailers have been searching for, offering an entirely new approach to personalized and adaptive customer experiences.
What is RCS Messaging?
RCS represents the evolution of traditional SMS, hailing features like interactive media carousels, suggested responses, read receipts, and sender brand verification. These capabilities create a dynamic and trustworthy customer experience that pivots away from traditional email campaigns and SMS marketing efforts.
RCS holds an unparalleled deliverability rate of 98%, compared to email's 87%, which greatly enhances time-sensitive communications to reliably reach the intended consumer. For eCommerce retailers seeking to merge convenience, personalization, and reliability, RCS messaging is the game changer set to drive a marked increase in sales and customer satisfaction across 2025.
A Smarter Way to Conduct Customer Experience Market Research in 2025
Smarter customers demand smarter research strategies. Conducting thorough customer experience market research through interactive tools has become essential to understanding and adapting to the shifting preferences and behaviors of online shoppers.
Having tools that offer real-time, critical insights into customer experiences enables eCommerce stores to uncover targeted and specific pain points their buyers are facing, helping them identify opportunities to enhance the user journey and boost customer support.
By monitoring these challenges, eCommerce retailers can begin to anticipate behavior and future-proof their marketing strategies to resonate with their audience in a more personalized and impactful way.
RCS Messaging Provides Vital Data for Customer Interactions and Behavior Through:
Message Read and Open Rates: Track the percentage of messages viewed by recipients.
Time to Open Messages: Measure the average time taken for recipients to open a message after delivery.
Message Delivery Performance: Monitor the success rate of messages reaching intended recipients.
Link and Button Click-Through Rates: Analyze engagement with embedded links or interactive buttons within messages.
Engagement with Media Content: Assess the time spent viewing carousel posts or watching video content.
Chat Support Interactions: Evaluate user activity and responsiveness during real-time chat sessions.
Feedback and Quick Response Participation: Capture insights from surveys and predetermined response prompts.
Key Factors That Influence Consumers to Make a Purchase Decision
Product Quality: A non-negotiable for most shoppers, quality products build trust and encourage repeat business.
Website Design: Intuitive navigation, fast load times, and mobile responsiveness create a lasting impression.
Price: Competitive pricing plays a pivotal role in purchase decisions.
Convenience: Simplified processes, such as quick checkout and easy returns, foster positive experiences.
Security: Robust security measures provide peace of mind and prevent cart abandonment.
Discounts and Promotional Offers: Over 90% of U.S. shoppers search for deals before buying online.
Free Shipping: Often a deciding factor for hesitant buyers.
User Experience: Seamless, personalized interactions across all touchpoints make a significant impact.
Consumers demand smooth, tailored, and efficient interactions throughout their shopping journey. Every step, from product research to purchase completion, shapes their perception of a brand and influences whether they proceed or abandon their cart.
13 Statistics Demonstrating the Rise of Online Consumer Demands
Customer Reviews Are Critical: 95% of shoppers read reviews before making a purchase.
Personalization Increases Spending: Shoppers are 40% more likely to spend beyond their budget when experiences are personalized.
Shoppers Seek Deals: Over 90% of U.S. shoppers look for discounts before purchasing online.
Mobile Leads the Way: Smartphones accounted for 77% of retail site visits in Q1 2024, with two-thirds of purchases made on mobile devices.
Mobile Commerce Is Growing: Global mobile eCommerce sales reached $2.2 trillion in 2023 and are projected to exceed $3.4 trillion by 2027.
Mobile’s Share of eCommerce: Mobile commerce now accounts for 60% of global eCommerce sales.
Smartphone Shopping in the U.S.: More than 75% of U.S. adults shop online using smartphones.
Online Searches Dominate: 87% of shoppers start their product search online.
Omni-Channel Consistency Matters: 75% of consumers expect a consistent experience across all channels.
Omni-Channel Engagement Is Increasing: 59% of customers use multiple channels to resolve questions and expect a smooth experience across all of them.
Immediate Responses Are Vital: 82% of consumers expect instant answers to sales or marketing questions.
Customer Service Expectations Are Rising: 59% of consumers expect better service than a year ago, with 32% expecting social media responses within 30 minutes.
Self-Service Is Preferred: 67% of shoppers prefer self-service options over speaking to a representative.
Sources: ESW, Pew Research, SEMRush, Statistica, and The Keen Folks
These figures underscore the importance of integrating robust omni-channel strategies, the absolute necessity for optimizing mobile platforms, and delivering responsive customer support.
Adopting the Right Customer Experience Tools: RCS Messaging
To redefine customer experience eCommerce in 2025, RCS messaging offers a unique experience to buyers.
Key Features:
Media-Rich Assistance: Images, videos, and documents can be shared directly in messages, creating visually engaging content.
Interactive Media Carousels: Customers can browse products or services within the messaging app, simplifying decision-making.
24/7 Chat Availability: Real-time assistance ensures customers’ needs are met anytime.
Suggested Responses for Greater Feedback Loops: Intelligent prompts guide conversations for more effective communication.
Immediate Brand Verification: Verified brand messaging builds trust and reduces concerns about scams.
High Deliverability Rates: With 98% deliverability, RCS ensures critical messages consistently reach their intended audience.
Read Receipts: Insights into customer engagement enable strategic follow-ups.
RCS messaging elevates customer engagement through its dynamic, interactive, and reliable communication technology. The eCommerce stores that adopt RCS messaging in 2025 will gain a significant competitive edge with robust data insights that enable brilliantly designed customer experiences.
Gain Better Customer Feedback Through a Well-Thought-Out Checkout Process
One of the best ways to ensure customers provide positive reviews and feedback is through a well-designed checkout process.
The best eCommerce checkout experience does far more than finalize a purchase- it sets the stage for a positive dialogue. Designing an intuitive process encourages customers to provide meaningful feedback through customer experience surveys.
Tips to Gain Positive Feedback
Simplifying Form Fields
Limit Checkout Steps to 4-Steps
Offer Diverse Payment Options
Providing Real-Time Support During Checkout
These are effective ways to strategically set-up and invite feedback immediately after a purchase through RCS messaging, capturing fresh insights that can drive prompt improvements. Such actions help refine the customer journey, building goodwill and encouraging repeat business.
Each of these recommendations aids in creating a sense of ease and the assurance of value.
Conclusion
Success in 2025’s highly competitive eCommerce landscape truly hinges on understanding and meeting heightened consumer expectations at every twist and turn in their journey.
With new communication tools- like RCS messaging- customer experience research, and an optimized checkout process, online retailers can design intricate and personalized online shopping journeys that leave the “this store just gets me” impression.
Delivering these high-quality experiences sets your business apart from every other online retailer, helping you build strong, authentic customer relationships, gain marked increases in conversion rates, and the best part, repeat business due to brand loyalty.
