Consumers expect digital interactions to be convenient and trustworthy. Text messaging already gives companies a direct way to reach customers. Rich Communication Services (RCS) takes that encounter further, adding verified business identities, rich media and features that help customers engage with, believe and act on communications.
Research that Datos Insights conducted for SBT, Nordis Technologies’ text messaging partner, underscores the opportunity, as 88% of consumers say they would trust a message more if it displayed a verified company badge or checkmark. RCS builds that recognition into the text itself.
Nordis recently introduced RCS messaging through its Expresso® customer communication management (CCM) platform, allowing clients to leverage the same omnichannel workflows they use to manage print, email, SMS and MMS.
Give high-value messages a clear path to action
RCS is an evolution of traditional text messaging. An RCS message arrives in the same app as any other text, but RCS features give companies new ways to guide customers toward a desired action. Customers can explore choices and respond with less effort.
Effort matters most with payments. A 2026 Datos Insights survey found that 67% of U.S. consumers expect to complete a payment in three steps or fewer, while more than one-third (36%) have delayed a payment because the process was too complicated or time-consuming.
SBT reports customer click-through rates as much as 47% higher for RCS than for SMS. It has also seen conversion improve when clients send the same message they send today through RCS instead of SMS, which SBT attributes to sender verification.
SMS remains a practical choice for short, straightforward messages, while MMS supports longer text and visual content. RCS adds IP-based connectivity, read receipts, and dynamic in-app experiences. Through Expresso, Nordis clients can select the messaging format that best fits each communication, with automatic fallback to SMS or MMS when RCS is unavailable on a recipient’s device.
What RCS looks like in practice
RCS can support customer communications throughout the customer lifecycle, from onboarding and education to account servicing and payments. Here are a few examples of where RCS fits.
- Auto finance. Automotive News reported that a near-record portion of auto debt was three months behind in payments in Q2 2026. For lenders, payment reminders are a natural RCS program. Auto finance companies can also use RCS to simplify payment and account servicing communications. Rich cards can incorporate video, audio and animation to help customers review their accounts or navigate available self-service options, reducing the effort required to complete routine tasks.
- Healthcare. Billing texts from an unfamiliar number are easy to ignore. A message with the healthcare provider’s name, logo and badge looks like it came from that provider. A patient statement notice can arrive as a card with buttons to view the statement or pay, and the payment page opens in a secure portal, so sensitive health information can remain within established secure workflows.
- Vacation ownership. Interactive RCS messaging makes it easier for owners to explore their benefits and manage upcoming stays. A swipeable carousel can show upgrade options matched to that owner instead of one generic offer. An HOA election notice can take owners straight to their ballot.
- Mortgage servicing. Monthly billing gives mortgage servicers a regular reason to reach borrowers, and the first message sets the tone. When a loan boards or transfers, a branded welcome can use a carousel to walk borrowers through creating an online account, enrolling in autopay and going paperless, each step with its own button. Datos Insights found that 76% of consumers are willing to set up lender autopay via text messaging, which points to room for even greater adoption as verified RCS capabilities expand.
Fit RCS into your channel mix
The greatest value in messaging comes from connecting communications across the entire customer journey. Rather than treating each use case as a standalone interaction, organizations should consider what customers need before, during and after each touchpoint, then use the right channels to guide them toward the next step. A more connected experience helps reduce friction, support conversion and create a consistent relationship with your brand.
RCS adds a trusted, dynamic layer to the customer communications Nordis clients already send. To discuss adding RCS messaging to your text program, contact us.
