Date
3 October 2025
Category
Customer experience, Customer journeyUsing rich texts for smoother last-mile delivery and engaging retail customers
In September, Qvik teamed up with Elisa and LINK Mobility to showcase Rich Communication Services (RCS). The goal was simple: introduce rich texting and show examples of making everyday customer interactions more personal, engaging, and useful by moving beyond plain SMS.
Rich texts are currently making waves in Europe and changing the game for messaging. To demonstrate how rich messages can turn one-way SMS communication into interactive conversations, we created two demos. One of them focuses on last-mile delivery, and the other on retail engagement.
In this article, you’ll find both examples visualized. So dive in!
Delivery scheduling made simple
Our first example of enriching the customer journey with RCS focuses on last-mile delivery. Instead of a generic SMS saying “Your package will arrive tomorrow”, the customer receives an interactive rich message in their native SMS app, where they can:
- Select a delivery time from available slots
- Provide extra details, like a door code or a safe drop-off location
- Confirm the delivery with a single tap
Take a look at the demo here: Demo 1: Delivery Scheduling
A small shift like this elevated the customer experience from a static notification into a two-way exchange. For customers, this means more flexibility and control over their experience. For delivery providers, it means fewer missed deliveries, smoother logistics – and happier customers.
Seasonal offers with a twist
Our second demo looks at retail. Here, the focus was on how brands can spark seasonal engagement and make it easy for customers to act immediately.
In this example, shoppers received an RCS message featuring:
- A carousel of inspirational autumn recipes, such as mushroom pasta and pumpkin soup
- A button to “Activate offer in app”, which:
- Opens the brand’s grocery app if already installed
- Redirects to the App Store or Google Play if not
- One-click access to special offers tied to the recipes
Take a look at the second demo here: Demo 2: Autumn recipes & Activate offer in app
The result? A seamless blend of inspiration and action. It sparks a moment with your brand, letting your customers discover new recipes and instantly activate related discounts, all within a single message, boosting conversion.
Final thought
RCS isn’t a future promise – it’s a technology that’s already here. By combining rich media, interactive features, and the familiarity of the native messaging app, it can transform how brands connect with their customers in everyday moments.