WhatsApp vs SMS
E-commerce Guide
I get asked this question constantly: "Should we be on WhatsApp or just stick with SMS?" And every time, my answer is the same—it depends on where your customers are. Literally, geographically. And also what you're trying to say to them.
Let me break down what I've seen work (and not work) across different stores and markets.
The Quick Rundown
| Feature | SMS | |
|---|---|---|
| Global Reach | 2B users, 180 countries | Universal (every phone) |
| Open Rate | 98% | 98% |
| Rich Media | Limited (MMS) | |
| Two-Way Chat | Basic replies | |
| Interactive Buttons | No | |
| Cost | Per conversation (24h) | Per message |
| Read Receipts | No | |
| Internet Required | Yes | No |
When WhatsApp Makes Sense
WhatsApp really comes alive when you need more than just text. Think of it as having an actual conversation:
Product Showcases
Send product images, videos, and catalogs directly in the chat.
Customer Support
Have full conversations, share files, and resolve issues interactively.
International Markets
Especially India, Brazil, Indonesia, Europe, and Latin America.
When SMS Just Works Better
Sometimes you just need to get a message out, and you don't care if they have WiFi or a smartphone app. That's where SMS shines:
Order Confirmations
Quick, reliable delivery to any phone - no app required.
Time-Sensitive Alerts
Delivery notifications, flash sales, and urgent updates.
US/Canada Markets
SMS is more common in North America than WhatsApp.
Here's the Move: Don't Pick Just One
Honestly? The stores that do this best don't make it an either/or decision. They try WhatsApp first—because images, buttons, all that good stuff—then automatically fall back to SMS if the customer isn't on WhatsApp or hasn't opened the message. We call it Smart Fallback, and it's kind of a game-changer.
How Smart Fallback Works
- 1. Send message via WhatsApp Business API
- 2. Wait for delivery confirmation (usually instant)
- 3. If undelivered after 30 minutes, automatically send via SMS
- 4. Customer receives message on whichever channel works
Result: 100% reach with the best possible experience.
Let's Talk Money
This always comes up, so let me just lay it out. WhatsApp charges by conversation (a 24-hour window), SMS charges per message:
- WhatsApp: ~$0.005-0.05 per conversation (varies by country)
- SMS: ~$0.01-0.05 per message (varies by country)
- Best value: WhatsApp for ongoing conversations, SMS for one-off alerts
Regional Preferences
WhatsApp Dominant
- India
- Brazil
- Indonesia
- Mexico
- Germany
- Spain
- UK
SMS Preferred
- United States
- Canada
- Australia
- Japan
- South Korea
- China (WeChat instead)
What I'd Actually Recommend
If you're running an e-commerce store and wondering where to start, here's my playbook:
- Transactional messages: Use Smart Fallback (WhatsApp → SMS)
- Customer support: WhatsApp for rich interactions
- Flash sales: SMS for guaranteed delivery
- Product launches: WhatsApp for images and catalogs
Get Both Channels in One App
Alintro supports SMS, WhatsApp, and Smart Fallback. Install free on Shopify.
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