The Numbers Tell the Story
| Metric | SMS | |
|---|---|---|
| Open Rate | 85% | 98% |
| Read Within 5 Min | 30% | 90% |
| Response Rate | 5-8% | 25-40% |
| Link Click Rate | 2-3% | 15-25% |
| Cost per message | ₹0.05-0.15 | ₹0.80-1.50 |
| Rich content (images, buttons) | No | Yes |
| Two-way conversation | No | Yes |
When SMS Still Makes Sense
SMS has its place for: OTPs and verification codes (faster delivery), reaching customers without smartphones, very short transactional alerts where cost is critical, and backup channel when WhatsApp delivery fails.
When WhatsApp Wins Every Time
WhatsApp dominates for: marketing campaigns and offers, customer service conversations, document and image sharing, appointment reminders (customers can reply to confirm), payment link delivery (Razorpay links feel trusted on WhatsApp), and any communication where you want a response.
The Real Cost Comparison
SMS appears cheaper at ₹0.10/message vs WhatsApp at ₹1.20/template message. But if SMS gets 3% clicks and WhatsApp gets 20% clicks, WhatsApp delivers 7× more value per rupee spent. The cost per conversion is lower on WhatsApp despite the higher per-message cost.
For Indian businesses doing customer communication, WhatsApp is the primary channel — SMS is the backup. Start your free trial at Watarang — ₹999/month.