SMS vs. WhatsApp: What each channel does best

One big mistake enterprises are making is assuming one channel can serve every customer, every moment, and every market. Many teams gravitate toward whichever channel feels modern, popular, or cost‑effective to engage their customers. Others stick to the one they’ve always used, convinced it’s “good enough.” Both approaches lead to the same problem: messages that miss expectations simply because the channel wasn’t the right fit for the job.