Customers communication channel in 2025: WhatsApp vs Email#

November 19, 2024

Communicating with customers is one of the key success factors for any business. The time-honored classic email and messengers like WhatsApp have become the main communication tools. However, when it comes to choosing a channel to interact with customers on a regular basis, the question arises, "Which is more effective - email or WhatsApp?".

Let's understand how they differ and which of these channels should be chosen to communicate with customers in 2025.

Email#

Advantages:
- Email is ideal for formal letters or sales pitches that customers will postpone and return at a convenient time.
- Email allows you to customize emails with branded elements, graphics, and buttons. This helps to maintain an image and attract attention.
- Most email newsletter services allow you to monitor open rates, clicks on email links, time spent reading, and more. This gives you more information to analyze.

Disadvantages:
- The problem with email is that emails can be spam, especially if the mailing is bulk.
- Email is not well suited for instant communication - users rarely check it in real time.

WhatsApp#

Advantages:
- WhatsApp is used more for personal purposes than email. Therefore, the open rate of messages is more than 90%.
- The ability to integrate via API with chatbots, CPM and third-party services.
- Unlike email, it is easier and faster to reply on WhatsApp.

Disadvantages:
- WhatsApp does not allow you to create complex and beautiful messages with graphics, attachments and many links. The maximum is text, emoji and simple buttons.
- WhatsApp is more difficult to use for mass mailings, as the messenger limits the number of messages sent per day, especially with unknown numbers, and there is a risk of being blocked.

Which one to choose?#

The choice between WhatsApp and email depends on the specifics of your business. For regular newsletters or commercial proposals, offers of cooperation, email is best. Unlike Messenger, an email can be visually appealing and well structured.

For sending information about promotions, discounts with ensuring a response and fast communication with customers, WhatsApp is an ideal choice. It allows you to reach the user faster and without formalities.

If the customer base is large and managers do not have time to process requests in a timely manner, you need to link your CRM with WhatsApp through the GREEN-API service, it allows:

• Send initial messages and marketing emails to customers.
• Set up a chatbot that automatically responds to customers according to predefined scenarios.
• Conduct a dialogue with a customer in a single window without switching. All correspondence history is saved, even if the manager is changed.

The ideal option is a combination of two channels or prioritizing what suits you best.

For example, companies often use both channels. Email can inform customers about the latest news, offers or invite them to a webinar, and WhatsApp will remind him of this event a day in advance or send mailings to clarify whether the customer has received the letter.

Conclusion#

You don't have to use only one channel, it's important to consider the goals and specifics of your business and for best results, you can combine the two channels. Email for formal correspondence, WhatsApp for quick communication and increased engagement.

By setting up integration via the GREEN-API, you can simplify correspondence management, save on mailings, and keep a history of communication for more convenient service.

If you have any questions or would like to learn more about the service, please email us at sales@green-api.com.