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RCS for Business elevates Coppel's omnichannel experience, achieving 3X better results
Expanding an omnichannel strategy by focusing on flexibility, data insights, and personalized content.
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customer
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location
Customer insight
“RCS for Business is a native channel for users, and we can deliver information without complications or delays. Additionally, it’s free from constraints like templates or restrictive character limits often found in other channels. It’s improved our campaigns, and we’re excited to add new use cases.”
Attribution: David Benabib, Head of CRM, Coppel
60%
increase in message read rates
3x
better results than SMS
5x
more interactions than email outreach
4x
more interactions than app-based push notifications
Challenge
Mexican department store brand Coppel needed a modern communication channel to complement and enhance its existing strategies. It relied on traditional channels like SMS and email to connect with its millions of customers. Despite SMS offering excellent deliverability, it lacked visibility into user interactions that Coppel needed to refine its marketing and retention efforts. They required a solution that could provide richer creative elements with built-in flexibility and data insights.
Approach
Coppel adopted RCS for Business because it met the company’s standards for security, depth of insights, and flexibility. Partnering with customer experience platform Voices, Coppel quickly deployed RCS for Business across multiple campaigns. The team launched personalized promotions, seasonal sales, and native payment reminder notifications for credit service users.
Coppel now uses carousels to share more structured, curated content. Alongside its omnichannel strategy, it can offer a more trustworthy and interactive experience than traditional channels and gather the data required to optimize and increase engagement.
Coppel now uses carousels to share more structured, curated content. Alongside its omnichannel strategy, it can offer a more trustworthy and interactive experience than traditional channels and gather the data required to optimize and increase engagement.
Result
With RCS for Business, Coppel transformed its customer engagement and retention strategy. Using built-in insights and flexible tools, the team can iterate fast, ensuring they can better reach their target customers. The company’s read rate for RCS business messaging is over 60%; the channel is performing three times better than SMS, and it’s received four times more interactions than app-based push notifications and five times more than email.
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