SMS vs WhatsApp: Messaging Features

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This image shows the differences between WhatsApp SMS when it comes to engagement. For a start, SMS is one-way communication whereas WhatsApp is conversational messaging.
Secondly, since both parties spend less time waiting for responses, conversation resolution times are shorter. As a consequence, agents are able to close conversations quickly, increasing their efficiency.

Customers benefit from this too as they don’t like to wait a long time list of new zealand whatsapp phone numbers for responses. While engagement is important, your messaging channel of choice should include features to make customer communication easier.

While SMS messages are limited to text, WhatsApp supports multimedia messages, including images, videos, audio and files, adding flexibility to the way businesses and customers communicate.

This is also useful for bulk messaging, as businesses can share a catalog or a promotional video to a segmented audience over WhatsApp, for example. For this reason, WhatsApp broadcasts or WhatsApp bulk messages offer a higher engagement rate compared to SMS broadcasts.