WhatsApp vs SMS for E-commerce: Which Delivers Better ROI in 2025?
SMS open rates are declining while WhatsApp engagement is soaring. Here's the data-driven comparison every Shopify merchant needs to see.
The battle between WhatsApp and SMS for e-commerce communication is over. The data is clear: WhatsApp wins on every metric that matters.
Open Rates: WhatsApp Dominates
- WhatsApp: 90-95% open rate
- SMS: 15-20% open rate
When you send a WhatsApp message, customers actually see it. SMS messages often get lost in notification spam or ignored entirely.
Response Times: WhatsApp is Instant
WhatsApp messages get read within minutes. SMS messages can take hours or days—if they're read at all. For time-sensitive communications like order confirmations or cart recovery, speed matters.
Cost Comparison
While SMS might seem cheaper per message, WhatsApp's higher engagement rates mean you need fewer messages to achieve the same results. The ROI is significantly better.
Rich Media Support
WhatsApp allows you to send:
- Images
- Videos
- Product links
- Interactive buttons
SMS is limited to plain text, making it less effective for showcasing products or driving conversions.
Customer Preference
In India and many emerging markets, WhatsApp is the primary communication channel. Customers expect brands to use WhatsApp, not SMS.
The Verdict
For e-commerce brands, especially those targeting Indian markets, WhatsApp is the clear winner. Higher engagement, better ROI, and customer preference all point to WhatsApp as the communication channel of choice.
Make the switch to WhatsApp-based communication and watch your engagement rates soar.