Quick-commerce company Zepto relied on traditional SMS messaging to connect with new and inactive users. The character limits and lack of rich media made it difficult to showcase the wide range of Zepto's products. The team knew that offering a more visually appealing, interactive experience to their users would improve engagement and retention. The platform needed a channel that was more personalized and engaging while still operating at the scale of SMS.

Zepto adopted RCS for Business because it provides rich media capabilities and interactivity directly to users’ phones. For their Raksha Bandhan holiday campaign, Zepto developed a conversational flow that asked four questions that helped shape more than 50 personalized gift recommendations. Combining this with rich media features such as carousels and deep links, the team could ensure a seamless journey from first engagement to purchase. Since then, RCS for Business has become Zepto's go-to customer interaction tool and helps the business redefine customer engagement.

With RCS for Business, the team doubled engagement, saw a 30% journey completion rate, and improved incremental traffic to the Zepto app by 10% for the Raksha Bandhan campaign. Since the platform improves data tracking, the company has been able to show the immediate ROI of the platform. Now, Zepto is transforming its approach to engagement and retention using RCS for Business for routine reengagement campaigns.