Your customer receives a text: “It’s time for your annual check-up. Tap here to schedule.” They confirm with a single tap. Messaging-first journeys deliver convenience and immediacy.
With technologies like Rich Communication Services (RCS), businesses can send rich cards and suggest replies, transforming SMS into an app-like experience.
The Fragmentation Problem
Many organisations bolt messaging onto existing systems, creating fragmented experiences. When customers reply to a marketing SMS, they’re told to call a number.
Fraud is rampant; customers are uncertain whether messages are legitimate. The EU AI Act now requires transparency when interacting with AI.
Convenience and trust must go hand in hand.
Designing for Trust
CCL’s messaging strategy service helps clients design messaging journeys from the ground up. We implement verified sender profiles, ensuring customers see a brand name and logo.
We build authentication flows that allow customers to verify their identity within the message. We integrate messaging with CRM and IVR so conversations continue across channels.