RCS vs SMS: What you need to know about texting for business

Texting is one of the simplest ways for businesses to reach customers—but it’s no longer as straightforward as it used to be. New messaging standards are changing how business texting works.

RCS, the richer alternative to SMS, was developed in 2007. While the format has been championed by Google for years, RCS has gained new momentum since Apple adopted it in late 2024. Today, many teams are still figuring out how—or even whether—to use it, which naturally raises questions like: What does “RCS message” mean? And how does it differ from standard SMS texting?

In this guide, we’ll walk you through what you need to know about SMS and RCS for business. We will break down each format and compare their key features, then explore what their differences mean for your business texting strategy.

What is SMS messaging?

SMS, or Short Message Service, refers to the 160-character, text-only messages delivered directly through cellular networks. It’s the original and default form of text messaging and still one of the most reliable ways for businesses to reach customers.

SMS messaging is universally supported across mobile phones and carriers, which means your customers can receive SMS without worrying about compatibility. That makes SMS ideal for time-sensitive, non-spammy texts that customers actually want—think appointment reminders, shipping notifications, verification codes or service alerts.

SMS’s reliability and simplicity make it the foundation of texting services for businesses. It’s straightforward and is a great way for you to communicate with your customers without any fuss.

What is RCS messaging?

RCS, or Rich Communications Services, is often described as the modern upgrade to SMS messaging. Unlike traditional texts, RCS messages can include images, GIFs, carousels, suggested replies, read receipts and even typing indicators. It’s designed to make texting feel more interactive and engaging, much like a chat app experience.

So, what does it mean when it says “text message RCS” on your phone? Simply that your device recognizes the RCS message and can handle the message’s advanced features.

For businesses, an RCS message can convey more information visually, helping improve engagement in text marketing campaigns or customer notifications. You could use it to send branded images or GIFs that encourage engagement.

That said, RCS isn’t universal. It only works on devices and carriers that support it, and unlike SMS, it requires a data connection. While it offers exciting possibilities, RCS is still best used alongside SMS rather than as a complete replacement.

Key differences between RCS and SMS for businesses

When comparing RCS vs SMS, it helps to think of them as two tools with different strengths. Here’s a helpful chart:

Ultimately, the difference between RCS and SMS boils down to reach versus richness. SMS texts are more likely to be received by your entire customer base, while RCS lets you create a more interactive experience for those who can receive it. When used strategically, both can be valuable in business text messaging.

RCS vs SMS in the customer contact center

With some companies announcing RCS support for their contact centers, you may be wondering whether RCS will also revolutionize customer service messaging. In reality, customer support has rarely been a one-channel operation. Most teams rely on a mix of touchpoints—like web-based chat, text messaging, phone, email and social media—with each suited for different types of interactions.

Effective customer service depends on more than just reaching the customer. Support teams need systems that can manage multiple conversations, integrate with ticketing and CRM systems and provide reporting and analytics across channels. No single communication channel does all of that equally well.

SMS and RCS, for example, are highly direct and can be used to reach customers asynchronously, wherever they are, through text. However, these channels often lack the broader context that customer support teams rely on, such as what a user was doing on your site or how an issue fits into an ongoing case. Analytics are also more limited: SMS offers little insight, and while RCS adds features like read receipts, it still doesn’t match the insights of, say, a web-based chat conversation that’s tied to on-site behavior.

In short, trying to run full-scale customer service through SMS or RCS alone can frustrate both your agents and customers. For most businesses, these messaging channels work best as part of a broader support mix, complementing your other channels rather than replacing them.

How to choose the right business texting strategy

When it comes to business texting, there’s no one-size-fits-all solution, especially when comparing RCS vs SMS. The right approach depends on your goals, audience and the type of messages you send.

Ask yourself: Are you trying to send quick updates and alerts that customers can reliably receive? Or are you looking to create richer, interactive experiences with images and branding? SMS excels at the former, offering universal reach and fast delivery. RCS enables the latter, though it may come with limitations in compatibility and consistency.

Think about your customers’ preferences and devices. For most businesses, the smartest strategy is a hybrid approach: lead with SMS for essential notifications and leverage RCS selectively for enhanced messaging experiences. That way, your communications are both reliable and engaging.

SMS and RCS: Use both to connect effectively

Texting remains one of the most direct ways to connect with customers, but knowing which technology to use makes all the difference.

SMS continues to be a reliable option for business text messaging—fast, simple and guaranteed to reach nearly every device. RCS, on the other hand, opens new possibilities with richer features that can make messages more engaging for the right audience.

The key is balance. By choosing the right mix, businesses can deliver messages that customers actually read, respond to and appreciate.