Both reach your customers. They work differently, and choosing the right one for each message saves money and gets more replies.
SMS: reaches every phone
- Works on every phone, including basic phones, with no internet or app.
- Short: one SMS holds 160 characters.
- Best for reminders, alerts, OTP codes and urgent notices.
- You can send any text you like, as long as it follows the rules.
WhatsApp: richer, but with rules
- Needs the customer to have WhatsApp and internet.
- Allows longer messages, links and buttons.
- When a business messages a customer first, it must use a message template approved by WhatsApp. You cannot just type anything.
- You need to have the customer's agreement to contact them on WhatsApp.
- Best for detailed notices, such as AGM invitations with a meeting link, receipts and order updates.
Which one for which message?
- Payment or fees reminder: SMS. Short, and everyone sees it.
- OTP and security codes: SMS.
- Meeting invitation with a link and agenda: WhatsApp, with an SMS pointing to it.
- Promotions to customers who opted in: either, depending on where your customers are.
- Urgent notice to everyone: SMS first.
Use both
Many organisations send the key facts by SMS so nobody is missed, and the longer version on WhatsApp. Yoola SMS supports both from one dashboard.
One rule for both
Only message people who expect to hear from you, and always give them a way to stop. It protects your sender ID and your customers' trust.
Comments (0)