53% will mistake genuine messages for scams by 2025

summary
More than half of consumers have already confused legitimate messages with scams, and 80% trust communications with verification signals more, highlighting RCS as a safe and essential alternative for protection and authenticity in digital interactions.

At a time when the volume of digital communications is growing exponentially, Sinch, a global omnichannel communications solutions company, has released new data from the RCS Case in Customer Communications 2025 study, revealing a worrying trend: More than half of consumers (53%) have already confused a legitimate brand message with a fraud attempt.

Meanwhile, 80% say they trust more interactions with customers who display clear signs of verification, such as logos and authenticity seals. This data reinforces the role of Verified Messaging (RCS) as an essential resource for companies seeking to protect customers and enhance the credibility of their communications.

“The rise in digital fraud attempts requires brands to adopt higher standards of security and transparency,” explains Miriam Liszewski, RCS Commercial Product Manager at Sinch. “RCS delivers this layer of authenticity – combining verified identity, visual authentication and a rich interactive experience.”

Holiday season: peak communication, peak risk

The study warns that the year-end season is the most risky period, as the volume of corporate communications grows alongside the number of fraud attempts. In this scenario, credibility becomes the new deciding factor for brand visibility – a message that does not exude security may not even be opened.

Among the key demands of consumers, the research shows that they want: clear signs of confirmation, such as logos and verification seals; Sensitive information sent over secure, authenticated channels; Personal and relevant messages.

On the other hand, consumers reject suspicious communications, customer interactions from unknown senders, and alerts that look like spam.

RCS: The new standard in digital trust

RCS (Rich Communications Services) for Business promotes itself as a more secure and interactive alternative to traditional SMS, offering verified profiles, logos and visual authentication to protect businesses and consumers alike.

According to the report, 59% of consumers say they prefer to receive sensitive information, such as temporary passwords (OTPs), through verified channels like RCS. The study also reveals that 96% of retailers are already using some form of conversational commerce, reinforcing the trend of integration between brands and consumers through digital channels.

Among business leaders, 54% of financial and 57% healthcare executives highlighted security as a key benefit of RCS, while 59% considered the technology to be a real game-changer for their sectors, highlighting its transformative potential in corporate communications.

“Security is no longer a differentiator, it has become the cornerstone of corporate communications,” Miriam adds. “In an increasingly noisy digital environment, brands that embrace verified channels not only ensure the message is delivered, but also ensure the relationship with the consumer is strengthened.”

The research concludes that in the age of hyper-connectivity, credibility has become the new currency in relationships between brands and consumers. Verified messaging is not only a fraud defense tool, but also a sustainable growth strategy for companies that value security, transparency, and personalization.