US/CA US Flag +1 302 486 0000 AUS Australia Flag +61 2 5129 0955 UK UK Flag +44 7828 573520 WhatsApp WhatsApp Icon +44 7828 573520 Login/Signup
CRM Messaging Logo
Login to App
Book Demo

Blogs / Article

RCS Business Messaging: Rich Cards, Carousels, and Verified Senders

CRM Messaging · 6 min read · October 31, 2026

RCS Business Messaging: Rich Cards, Carousels, and Verified Senders

Introduction to RCS Business Messaging in Australia

As a CX / Support leader in Ecommerce, providing timely and effective support to customers is crucial. Rich Communication Services (RCS) offers features like rich cards, carousels, and verified senders to enhance the customer experience. This article explores what RCS Business Messaging means for Ecommerce businesses in Australia and how to get started.

The Decision: SMS vs RCS Business Messaging

When choosing a messaging channel for Ecommerce, two popular options are SMS and RCS Business Messaging. Here's a comparison:

FeatureSMSRCS Business Messaging
Message FormatPlain textRich media, including images, videos, and carousels
Verified SendersNoYes, with Sender ID Registration
Customer EngagementLimitedHigh, with interactive features like buttons and rich cards
CostLowerHigher, due to rich media capabilities

Real Companies on Each Path

Let's examine how real companies have used RCS Business Messaging and SMS to improve customer support.

Woolworths

#### Objective Woolworths aimed to reduce support resolution time and improve customer satisfaction. #### Channel They used RCS Business Messaging to send personalized updates and offers to customers. #### What they did Woolworths created a workflow that triggered RCS messages to customers who had abandoned their shopping carts. The messages included rich cards with product images and personalized offers. #### Results Woolworths reported a significant reduction in support resolution time and an increase in customer satisfaction. #### Learnings

  • Use RCS Business Messaging to send personalized and interactive messages to customers.
  • Integrate messaging workflows with CRM for seamless customer data management.
  • Use rich cards and carousels to enhance the customer experience.

Coles

#### Objective Coles aimed to improve customer engagement and reduce no-shows for online orders. #### Channel They used SMS to send reminders and updates to customers. #### What they did Coles created a workflow that triggered SMS messages to customers who had placed online orders. The messages included reminders and updates on order status. #### Results Coles reported a reduction in no-shows and an increase in customer engagement. #### Learnings

  • Use SMS to send timely reminders and updates to customers.
  • Integrate messaging workflows with CRM for seamless customer data management.
  • Use automation to personalize messages and improve customer engagement.

Compliance and Cost Trade-Offs

In Australia, compliance is crucial for RCS Business Messaging. The Australian Communications and Media Authority (ACMA) requires businesses to register their sender IDs to ensure customer trust. This process, known as Sender ID Registration, adds complexity to messaging workflows but provides benefits like increased customer trust and improved deliverability.

RCS Business Messaging is generally more expensive than SMS due to rich media capabilities and verified sender IDs. However, the benefits of RCS Business Messaging, including increased customer engagement and improved customer satisfaction, can outweigh the costs.

Deliverability and Customer Experience

Deliverability is critical for RCS Business Messaging. To ensure message delivery, businesses must register their sender ID and comply with ACMA regulations. Messages must also be personalized and relevant to customers to improve engagement and reduce opt-outs.

RCS Business Messaging offers features like rich cards, carousels, and verified senders to enhance the customer experience. By using these features, businesses can create interactive and personalized messages that engage customers and improve satisfaction.

When to Pick Each Path for Ecommerce

Choose RCS Business Messaging over SMS in the following scenarios:

  • Send personalized and interactive messages with rich media capabilities and verified sender IDs.
  • Improve customer engagement and satisfaction with features like buttons and rich cards.
  • Reduce support resolution time with timely and relevant messages.

Choose SMS over RCS Business Messaging in the following scenarios:

  • Send simple, plain text messages without rich media capabilities.
  • Reduce costs with lower messaging fees.
  • Reach a wider audience with a more widely supported messaging channel.

FAQ

What is Sender ID Registration?

Sender ID Registration is a process that requires businesses to register their sender IDs with the ACMA to ensure customer trust.

How do I register my sender ID?

Register your sender ID through the ACMA's website or a registered messaging provider.

What are the benefits of RCS Business Messaging?

The benefits of RCS Business Messaging include increased customer engagement, improved customer satisfaction, and reduced support resolution time.

How do I integrate RCS Business Messaging with my CRM?

Integrate RCS Business Messaging with your CRM using a messaging provider that supports CRM integration.

What is the cost of RCS Business Messaging?

The cost of RCS Business Messaging varies depending on the messaging provider and message volume.

Can I use RCS Business Messaging for marketing purposes?

Yes, use RCS Business Messaging for marketing purposes, but comply with ACMA regulations and ensure messages are personalized and relevant to customers.

How do I ensure deliverability of RCS Business Messages?

Ensure deliverability by registering your sender ID, complying with ACMA regulations, and personalizing messages to customers.

What are the key differences between RCS Business Messaging and SMS?

The key differences include message format, verified senders, customer engagement, and cost.

Conclusion

RCS Business Messaging is a powerful tool for Ecommerce businesses in Australia, offering features that enhance the customer experience and improve customer satisfaction. By understanding the benefits and trade-offs of RCS Business Messaging and complying with ACMA regulations, businesses can create personalized and interactive messages that engage customers and improve satisfaction.

Australian senders should plan for ACMA / Spam Act rules and Sender ID requirements. For compliance and setup guidance tailored to your use case, reach out to a CRM Messaging expert.

Start messaging with CRM Messaging

SMS, WhatsApp, Email, and Voice — integrated with your CRM.

Start free trial