Is SMS obsolete due to the high usage of Whatsapp?
The global mobile business messaging increased by 10% in 2020 due to the many advantages they still have: no smart phones or internet connection is required and more convenient to older generations.
SMS were mainly used for “Customer Service” purposes, like:
- Order confirmations
- Delivery tracking & updates
- Booking confirmations
- Appointment reminders
WhatsApp business is not expected to replace SMS messaging in the near future, as the need for SMS (OTP, 2FA, alerts, etc) is increasing. As per Gartner, 80% of customer service organizations will be using SMS and messaging, rather than native apps by 2025.