Messaging has been one of the most popular channels for businesses to communicate with customers. When comparing WhatsApp and SMS, you may wonder about the differences and decide which platform aligns best with your needs. The sms vs WhatsApp debate matters for understanding which messaging solution is most effective. Both WhatsApp and SMS are widely used in business communication, and sms and WhatsApp play a crucial role in helping companies reach customers efficiently.
WhatsApp has over 3 billion monthly active users worldwide, giving it huge potential for WhatsApp marketing. SMS works on nearly all mobile phones, including devices without internet, which makes it a reliable option. SMS open rates are typically around 98%, meaning almost all messages are read. As you examine the features and benefits of each channel, think about your audience, the kinds of messages you send, and how responsive you need communication to be. That will help you decide whether WhatsApp business sms or traditional SMS is the better tool for your business.
Introduction to Messaging Channels
SMS has been used in business communication since the 1980s, when it became the default way to send short messages to mobile phones. Its reliability and near-universal support across devices made it the foundation of early sms marketing, and it remains valuable for urgent updates and wide-reach campaigns today.
WhatsApp entered the market much later but quickly transformed messaging by enabling free, internet-based communication with rich features like images, videos, voice notes, and documents. Since launching the WhatsApp Business app in 2018 and the WhatsApp Business Platform (API), it has become a key tool for whatsapp marketing and customer engagement. With more than 3 billion monthly active users worldwide, WhatsApp offers businesses the ability to build stronger relationships through secure, two-way conversations.
Together, WhatsApp and SMS dominate business messaging because they balance reach and functionality: SMS ensures almost every customer can be contacted, while WhatsApp provides richer, more interactive communication that supports long-term engagement.
What is WhatsApp Business Platform (API)?
WhatsApp has over 3 billion monthly active users worldwide, and more businesses are using it to connect with customers. The WhatsApp Business Platform (API) is designed for medium and large businesses that need advanced tools beyond the free WhatsApp Business App. Unlike the app, access to the API requires working with an official WhatsApp Business Solution Provider (BSP) such as Omnichat, which applies on behalf of the business.
The WhatsApp Business Platform integrates with backend systems like e-commerce platforms and CRM solutions, allowing businesses to automate customer interactions, manage whatsapp marketing campaigns, and streamline communication across channels. Once the setup is complete, companies can use whatsapp business sms features such as notifications, customer support, and promotional messaging at different stages of the customer journey. Pricing and available features depend on factors such as conversation type, message volume, and specific business needs.
What is SMS Marketing?
SMS, or Short Message Service, has long been used to send and receive plain text messages through mobile carriers. In some cases, businesses also use MMS (Multimedia Messaging Service), which supports text, images, and videos. Companies often rely on SMS for notifications, customer support, and sms marketing because of its simplicity and broad reach.
SMS consistently delivers higher engagement than email. Industry data shows that SMS open rates average 95–99%, compared to about 20–25% for email. Since SMS works on nearly all mobile devices and does not require internet access, it offers unmatched accessibility and reliability. Many businesses use sms marketing whatsapp strategies in combination with WhatsApp campaigns to cover both wide reach and interactive engagement. Still, with the rise of richer messaging platforms like WhatsApp, more businesses are recognizing the limitations of SMS and exploring alternatives for more dynamic customer conversations.
WhatsApp vs SMS: Feature Comparison
Here is a brief comparison of the features between WhatsApp and SMS:WhatsApp messages provide end-to-end encryption and support rich media, including images, videos, and voice messages, which SMS cannot natively deliver. Pricing and engagement on WhatsApp depend on factors such as conversation type and message volume, while SMS pricing is typically tied to per-message carrier charges.
| SMS | ||
| Green Tick verification | ✔️ | ❌ |
| Multimedia | Rich Media (Text, Images, Videos, PDF, CTA button) | Plain text |
| Character limit | 4096 | 160 |
| Security | End-to-end encryption | Not end-to-end encryption |
| Cost | Per 24-hour conversation | Per message volume |
| Engagement | Two-way communication | One-way communication(Customers need to pay for message fee if reply) |
WhatsApp, widely adopted in Hong Kong and across Asia, gives businesses more flexibility for WhatsApp marketing. With the WhatsApp Business Platform, companies can design personalised campaigns, provide secure customer support, and build stronger relationships across the entire customer journey. SMS, while still valuable for urgent alerts and SMS marketing, is less versatile compared to WhatsApp’s interactive features.
WhatsApp vs SMS: Security and Authentication
Security and authentication are important factors when choosing a messaging channel for business communication. WhatsApp uses end-to-end encryption, which ensures that only the sender and recipient can read messages. This makes it a trusted platform for businesses that need to protect sensitive information and maintain customer privacy. The WhatsApp Business Platform (API) also supports features such as two-factor authentication and verified business accounts, which give customers confidence that they are interacting with a legitimate company.
SMS, on the other hand, does not provide end-to-end encryption and is more vulnerable to interception or spoofing. While SMS is still widely used for two-factor authentication and sending verification codes, it carries risks because messages can be intercepted or faked. For businesses that rely on sms marketing or customer notifications, it is important to use added safeguards such as one-time passwords, secure links, or secondary verification methods to reduce the risk of fraud.
Both WhatsApp and SMS have a role to play in business communication. WhatsApp’s encrypted environment and verification options make it well-suited for businesses that prioritize security and trust in their whatsapp marketing and customer engagement. SMS remains a universal and accessible option but requires extra precautions to ensure authenticity. When evaluating whatsapp vs sms, the right choice depends on your security needs and the level of trust you want to establish with your customers.
Why Choose WhatsApp Business Platform for SMS Marketing?
Personalised and interactive communication has become essential for building stronger customer relationships. The WhatsApp Business Platform (API) offers businesses a more effective channel than SMS for customer engagement, enabling real-time conversations, rich media messaging, and interactive advertising. By integrating WhatsApp at different stages of the customer journey, businesses can increase engagement and streamline communication with their audience.
With higher open rates, flexible message formats, and larger character limits than SMS, WhatsApp allows businesses to connect more effectively with their target audience. It supports WhatsApp marketing initiatives such as promotions, product updates, and personalised customer care, making it a versatile tool for modern campaigns.
Partnering with Omnichat, the Italian chocolate and gelato brand, Venchi utilised WhatsApp Business Platform to broadcast VIP week messages instead of SMS, “Using WhatsApp for our VIP Week, our message click rates were five times greater than traditional text messages.” Alvin Tang, Regional E-commerce Manager, APAC of Venchi, said. With WhatsApp Business Platform, comprehensive performance tracking is now available, from send, open, and click to conversion, allowing businesses to evaluate results effectively.
Mannings, one of the largest health, personal care, and beauty product retailers in Hong Kong, has also achieved superior outcomes through Omnichat’s WhatsApp Business Platform, “Message open rates in WhatsApp are three times higher than SMS, and message click-through rates in WhatsApp are eight times higher than email messages,” Jammy Chiu, Head of Digital Business of Mannings, stated.
By implementing WhatsApp marketing strategy on Omnichat, the official WhatsApp Business Solution Provider, you can also leverage various other key features to your advantage:
- Centralised platform for collaboratively managing conversations across all channels
- 24/7 Chatbot automation for increasing team productivity and efficiency
- Omnichannel coupons which can be used online and offline
- WhatsApp Catalog and In-chat payment for creating one-stop customer journey
- Social CRM for customer segmentation and accurate remarketing
- Online-merge-Offline sales for providing 1-on-1 selling and tracking cross-channel sales performance
Additionally, the platform allows you to automate and segment your marketing messages, making it easier to track performance and optimise your campaigns.
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