SMS vs WhatsApp in Dubai - Out with the old, in with the new?

In the bustling business landscape of Dubai, effective communication with customers is paramount for companies seeking growth and success. Two prominent players in this realm are WhatsApp and SMS (Short Message Service). While SMS has been around for decades and remains a staple of mobile communication, WhatsApp has emerged as a powerhouse, reshaping the landscape with its rich features and global connectivity. Used every month by 80% of internet users above the age of 15, WhatsApp is a platform that has grown in importance and reach in Dubai. When it comes to choosing between SMS vs WhatsApp in Dubai, the latter has become a strong contender for business purposes.

WhatsApp calls are banned in Dubai but in spite of this restriction it holds immense potential for several industries. This is owing to the fact that it has become a safe and reliable channel for companies to communicate and market to their customers. Selecting an ideal channel to connect with customers is crucial as it can affect customer interest, retention and revenue. In this blog we will delve into the shifting landscape of communication and compare SMS and WhatsApp in Dubai on some aspects that are extremely relevant for businesses and their customers.

TL;DR

Sign up for the WhatsApp Business API and boost your business communication to new heights today!

SMS vs WhatsApp

Cost

SMS - The pricing structure for SMS messaging typically involves a fixed charge per message, making it easy for businesses to calculate their expenses. Unfortunately, this can lead to significant accumulation of charges per message, particularly for businesses with high communication volumes.

WhatsApp - WhatsApp relies on internet connectivity, which can vary in cost depending on data plans and internet service providers. However, WhatsApp provides a more economical option for international messaging, as it utilises internet data rather than accumulating additional charges for each message sent.

Open rate

SMS - The open rate, or the rate at which messages are read by recipients, is an important metric for gauging the success of your communication efforts. SMSs have an average open rate of 98%, which means that about 98 out of every 100 SMS messages sent will be opened. However, SMS messages may be overlooked and can go unnoticed as well.

WhatsApp - WhatsApp boasts an open rate of 99% which might not seem that much greater than SMSs. However the 1% difference adds up significantly when we deal with the high volume of customers that can be expected from high volume industries. Moreover, messages are delivered directly to users' smartphones and typically result in immediate notifications. Due to the message being present on the platform it also increases the potential of them noticing and opening it.

Security

SMS - SMSs are not encrypted or protected in any specific way which makes them vulnerable to interception.

WhatsApp - WhatsApp comes with end to end encryption for messages sent on its platform. This means that only the sender and recipient have access to the content of the messages, providing a secure channel for businesses to communicate with their customers. WhatsApp's commitment to user privacy aligns with the strict data protection regulations prevalent in Dubai, where customer trust and data security are highly valued.

Reliability

SMS - SMSs are unreliable not only due to the lack of security, but also because there is no native method to verify the authenticity of the sender. If you wish to confirm you either have to correspond with the sender or cross check the number. Therefore the receiver of the message might perceive your message to be spam and proceed to ignore or delete it.

WhatsApp - WhatsApp Business lets you apply for a Green Tick that verifies your company’s legitimacy and saves your customers from scams and imposters by providing a means for authenticity.

Multimedia messaging

SMS - SMS is limited to text based messaging. You can use unicode and other characters but attaching any form of media transforms it into a Multimedia Message (MMS) which has its charges calculated at different rates. The lack of proper advertising is particularly concerning for industries in Dubai such as real estate, hospitality, and e-commerce, where visuals play a crucial role in showcasing products or services.

WhatsApp - WhatsApp does not have any limitations when it comes to the type of messages you wish to send. You can attach images, videos, documents and locations and add emojis or emoticons to your messages. This lets you generate interest and provide more information through each message.

Character limit

SMS - SMS has a strict character limit of 160 characters per message. SMSs longer than 160 characters are broken up into segments and then re-assembled when they are received. However every 160 character segment counts as a separate message which means that a longer message will cost more to send. Therefore businesses that rely on conveying comprehensive information or multilingual content can face challenges when communicating with their customers.

WhatsApp - WhatsApp offers a distinct advantage with its generous character limit. Messages on WhatsApp can be up to 4,096 characters long, providing ample space for businesses to engage customers effectively. This lets businesses share complex details and utilise WhatsApp’s multilingual support to communicate with their customers in their preferred language.

Promotional messaging

SMS - SMS has been a great channel for promotions due to its wide reach and compatibility with all mobile devices. They are also less likely to be filtered as spam when compared to WhatsApp. Therefore for a long time it was the primary medium through which promotional messages were sent. However due to being limited by the text format, messages of this nature can only mention specific details or deals available.

WhatsApp - WhatsApp's multimedia capabilities, such as the ability to send images, videos, and documents, offer businesses the opportunity to create more visually engaging and impactful promotional content.

Additional business features

SMS - SMS does not have any native business features but it can integrate with Customer relationship management (CRM) software to provide some additional utility.

WhatsApp - WhatsApp offers various business-oriented features that enhance its value for businesses. These features include verified business profiles, enabling customers to easily identify legitimate businesses, and the ability to create automated responses and chatbots for efficient customer service. This is achieved via integration with the WhatsApp API through top Business Solution Providers such as kwiqreply . By integrating CRMs with WhatsApp, businesses can obtain analytics and insights on message delivery and engagement, and use them to refine their communication strategies.

SMS is a steadfast messaging solution in Dubai, thanks to its universal accessibility and simplicity. It operates on well-established telecommunication networks, ensuring reliable message delivery and its familiarity and straightforward nature resonate with users who prefer a no-frills approach to messaging. SMSs also serve as a dependable fallback option in areas with limited network coverage or during situations when constant connectivity is crucial.

However, when it comes to choosing a communication channel for businesses the choice becomes evident. When comparing SMS and WhatsApp in Dubai, WhatsApp emerges as a superior option over SMS in terms of security, multimedia messaging and viability for promotional messaging amongst others. Through WhatsApp, businesses in Dubai can establish secure and engaging communication channels, building trust and enhancing customer experiences ultimately driving business growth. Integrations with other software also opens up a whole set of options for businesses that employ them.

We at kwiqreply understand the need for proper marketing for WhatsApp and can help your company leverage it to its full extent. Book a free Demo at and let us show you how you can do more business with WhatsApp.

As we continue to witness the rise of mobile messaging and the growing preference for WhatsApp in the Latin American region, WhatsApp Business API tools have become an indispensable asset for businesses. They enable companies to connect with customers on a platform they are already familiar with, enhancing engagement and fostering meaningful interactions. The BSPs mentioned above are the best tools for your WhatsApp Business needs.

So, seize the opportunity, leverage WhatsApp's potential, and propel your business toward sustainable growth and success! Learn more about WhatsApp Business API’s features by checking out our website today!

Click here to book a free demo and let us show you how you can do more business with WhatsApp.

Read more blogs like this -