SMS Vs WhatsApp: Which Channel Is Better?

In a world where customers can take numerous paths to a purchase, mobile touchpoints become a key differentiator. Businesses are now investing more and more in mobile channels to engage with their end-customers at strategic touchpoints across the customer lifecycle stages (i.e. from making a purchase to sharing service updates).

With multiple mobile communication channels available such as SMS, WhatsApp, RCS, Telegram, Facebook Messenger etc., deciding which channel to choose can be daunting. However, if you consider the reach, speed and efficacy of each of these channels, SMS and WhatsApp are clear winners.

In this blog post, we will take you through the advantages of SMS and WhatsApp, so you can make an informed decision on which channel is better for your business.

Advantages of SMS

Runs on mobile networks
SMS uses mobile networks rather than data packs or internet connections, making it possible for anyone to receive SMS anytime, anywhere. 

SMS is ubiquitous 
All phones (including feature phones) come with inbuilt messaging capabilities. This means users do not need to download a new app to receive SMS. 

High open and response rates
SMS boasts of a high open and response rate, 98% of texts are opened within 5 seconds of receipt. SMS is therefore a highly effective communication channel for time-sensitive messages. In addition to sending critical messages like alerts and OTPs, businesses can also pre-plan and schedule promotional SMS campaigns to make the most of this channel. 

Advantages of WhatsApp Business Platform

Rich multimedia messaging capabilities
Media-rich messages containing audio files, video files, documents, images, locations, and much more can be shared via WhatsApp. Businesses can use this feature to offer superior CX and share invoices, product demos, service catalogues, delivery location, etc. 

Builds trust 
WhatsApp allows businesses to build an authentic and verified business profile. This includes adding company image/logo, description, contact information and getting a verified badge. 

Messages are secure and encrypted 
All WhatsApp messages are end-to-end encrypted, which means they are not readable by anyone (including WhatsApp itself). This ensures confidential information such as billing details, personal details, etc. remain safe and secure. 

SMS vs WhatsApp: Which channel should you use?

Choosing a channel to add to your communications strategy depends solely on the goals and requirements of your business. If you want a channel that’s budget-friendly then SMS may better suit your needs, but if your intent is to send messages globally then WhatsApp will fit best. Essentially, you will have to delve into your customer base and detail your communication strategy to understand which channel fits your business needs best. 

Our suggestion would be to use them complementarily to ensure you get the maximum benefit from both these channels. For example, at Textlocal we use SMS for all time-sensitive messages like OTPs and notifications, and WhatsApp for service messages and interactive promotions. 

Why Textlocal?

Textlocal has been at the forefront of technological innovation, empowering lakhs of users to easily create effective media-rich SMS and WhatsApp campaigns. What’s more, we have a direct connection with multiple operators and are an official WhatsApp Business Partner, so we are well-equipped to get you started on either channel quickly.

To know more about these channels and how to send engaging campaigns that drive revenue and customer retention, reach out to us at sales@textlocal.in.

Resources:
Industry wise use-cases for SMS
Industry wise use-cases for WhatsApp