Email and SMS both reach customers directly, but they suit different moments. Getting the mix wrong wastes money or annoys people. Here is how to choose.
What is the difference?
Email is rich, cheap and roomy, good for stories, offers and detail. SMS is short, immediate and hard to ignore, with much higher open rates but higher cost per message and less room.
Which gets opened more?
SMS, by a wide margin, because texts get read almost immediately. Email reaches more people cheaply but competes in a crowded inbox, so a smaller share opens.
Which is cheaper?
Email, dramatically, on a per message basis. SMS costs more per send, so it is best saved for high value, time sensitive moments rather than routine updates.
Which for which job?
Use email for newsletters, education, nurture and detailed offers. Use SMS for order updates, urgent or time limited promotions, and reminders. The tools differ too, as we cover in Mailchimp vs Klaviyo.
How do you combine them without annoying people?
Lead with email for volume, use SMS sparingly for moments that truly matter, and always make consent and opt out easy. Overusing SMS burns trust fast.
Does SMS or email have higher open rates?
SMS, by a wide margin, because texts get read almost immediately. Email reaches more people more cheaply.
Which is cheaper?
Email, dramatically, per message. SMS costs more per send, so reserve it for high value, time sensitive moments.
When should I use SMS over email?
For order updates, urgent or time limited offers, and reminders. Use email for newsletters, nurture and detail.
How do I avoid annoying customers with SMS?
Use it sparingly for moments that matter, and make consent and opt out easy. Overusing SMS burns trust.
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