RCS vs. WhatsApp: Which One Should You Choose?

If you're stuck choosing between RCS and WhatsApp, you're not alone.

Both promise rich messaging, better engagement, and security. But which one fits your business needs? 

WhatsApp is widely used, but RCS offers native messaging without downloads. So, which is better for customer communication?

This WhatsApp vs RCS guide breaks down the differences, pros, and cons to help you pick the best one for your business.

Understanding the Basics: WhatsApp and RCS

Let’s explore the basics of each platform:

WhatsApp

WhatsApp is a messaging app that's become a household name. Launched in 2009, WhatsApp has grown exponentially and, as of 2024, boasts over 2 billion monthly active users worldwide. 

Key Features:

• Global Reach: Available in 180 countries, WhatsApp has become a go-to communication tool for people around the world. 
• Rich Media Sharing: Users can send text messages, voice notes, photos, videos, documents, and even share their live location.
• End-to-End Encryption: Privacy is a priority. WhatsApp ensures that only you and the recipient can read or listen to the content, keeping conversations secure.

Every day, WhatsApp users exchange over 100 billion messages, highlighting its integral role in daily communication.

Whatsapp Business

Beyond personal messaging, WhatsApp Business is a powerful tool designed for companies of all sizes. Launched in 2018, it helps businesses communicate with customers more efficiently. As of 2024, over 200 million businesses use WhatsApp Business worldwide. 

A WhatsApp business includes: 

• Business Profile: Add company details like address, website, and working hours.
• Automated Responses: Set up quick replies, greetings, and away messages for instant engagement.
• Catalogs & Shopping: Showcase products directly in chats, making it easy for customers to browse and buy.
• Click-to-Chat Links: Let users start a conversation with your business without saving your number.
• Labels & Organization: Manage customer chats efficiently by tagging them (e.g., "New Customer," "Pending Order").

For businesses, WhatsApp Business API is the premium version. It allows automation, bulk messaging, and CRM integration for large-scale customer engagement. 

Rich Communication Services (RCS)

RCS is a modern upgrade to traditional SMS. Developed to replace SMS and MMS, RCS offers a richer messaging experience. 

Key Features:

• Enhanced Media Sharing: Send high-resolution photos, videos, and even large files without the limitations of MMS.
• Interactive Messaging: Enjoy typing indicators, read receipts, and the ability to see when someone is responding.
• Group Chats: Create dynamic group conversations with improved functionality, making it easier to coordinate with multiple people.
• No App Needed: RCS is integrated into your phone's native messaging app, so there's no need to download anything extra.

RCS has been gaining traction globally. As of 2024, there are over 1 billion monthly active users, with support from major carriers and device manufacturers.

For businesses, RCS opens new avenues for customer engagement. It's projected that RCS business messaging will generate revenues of $4.2 billion by 2029.

RCS brings the rich features of modern messaging apps to your default SMS experience, making communication more interactive and engaging.

Also Read: RCS vs SMS: Which marketing channel is better for your e-commerce business?

WhatsApp vs RCS: Key Differences 

Choosing between WhatsApp vs RCS can be tricky, as both offer unique features. However, their differences lie in how they function, their security, and their business potential. Let’s break it down in detail.

• Platform availability: WhatsApp is a separate app that works on Android and iOS while RCS is built into Android’s messaging app and is also available in iPhones now. 

• Messaging features: Both support rich media, read receipts, and typing indicators. Whatsapp offers voice/video calls, while RCS does not. 

• Internet dependency: WhatsApp requires an internet connection RCS can switch to SMS/MMS when mobile data is off. 

• Security: WhatsApp has default end-to-end encryption. RCS encryption is limited to one-on-one chats and is not enabled by default. 

• Business tools: WhatsApp Business supports automation, chatbots, and in-app shopping. RCS enables branded, interactive messages but relies on carrier adoption.

Comparison Table: WhatsApp vs. RCS

Pros and Cons of WhatsApp and RCS

WhatsApp

Pros:

• User-Friendly Interface: WhatsApp is simple and user-friendly, making it easy to use and communicate.
• Rich Features: Offers voice calls, video calls, private messaging, group messaging, file sharing, and location sharing.
• Global Reach: With over 2 billion users worldwide, it's easy to connect with people across the globe. 
• End-to-End Encryption: Ensures that only you and the recipient can read or listen to the content, keeping conversations secure. 

Cons:

• Privacy Concerns: Some users are concerned about data sharing with parent company Meta, which may affect their privacy.
• Storage Consumption: Media files can consume significant storage space on devices.
• Overwhelming Notifications: High volume of messages, especially in group chats, can be overwhelming.

Rich Communication Services (RCS)

Pros:

• Enhanced Messaging Features: Offers read receipts, typing indicators, high-resolution media sharing, and more. 
• No Need for Third-Party Apps: Integrated into the phone's native messaging app, eliminating the need for additional downloads.
• Interactive Messaging: Allows for interactive messaging. Users can take action directly from the message, such as making a reservation or contacting customer support. 

Cons:

• Limited Availability: Not all carriers and devices support RCS, leading to inconsistent user experiences. 
• Security Concerns: While RCS provides a more secure messaging experience than SMS and MMS, it is still vulnerable to attacks such as phishing and malware.
• Carrier Dependency: RCS relies on carrier support, which may not be widespread or consistent.

Use Cases of WhatsApp and RCS

Let's explore a specific use case to understand how each platform can be utilized effectively.

1. Personalized Promotional Campaigns

Marketing today is all about personalization. Sending the same offers to everyone rarely works. 

A 2024 global survey by Boston Consulting Group found that 80% of consumers are comfortable with personalized experiences, and most now expect businesses to offer them better value, enjoyment, and convenience. 

WhatsApp makes personalized promotion campaigns seamless. Businesses can send targeted messages based on customer preferences, past purchases, or browsing history. For instance, once I was browsing a product on Nykaa, added it to my cart but didn't purchase it. 

After a while, I received this message from Nykaa:

The message includes:

• A personalized reminder to create urgency.
• A clickable "Shop Now" button for instant checkout.
• A sense of exclusivity, making the customer feel like they might lose out.

Many brands even use WhatsApp catalogs to make shopping even easier. Customers can browse products, check prices, and even place orders without leaving the chat.

Coming to RCS, it provides an even more immersive promotional experience. Businesses can send visually stunning messages with high-resolution images, carousels, and action buttons. 

A great example of this is Tira’s RCS promotional message for their “14 Days of Beauty” sale.

Instead of a simple text message, Tira’s RCS campaign includes:

• A promotional video showcasing beauty products.
• Exclusive discounts (Up to 50% off + 25% extra with a code).
• Urgency with a limited-time offer reminder ("Shop before midnight").
• Clickable buttons like “Tap here to shop” for seamless checkout.

Another advantage of RCS is the ability to add branded elements like company logos and colors, which helps build trust. 

Both platforms help businesses reach customers in a personalized way.

2. Customer Support and Service

71% of online adults are more likely to purchase from a company they can contact via messaging. Good customer support keeps customers happy. But long wait times and confusing processes can frustrate them. 

‍WhatsApp chatbot makes customer support simple and personal. For example, take this message by Women Best, a fitness and nutrition brand, using WhatsApp to assist customers in real-time.

A shopper messages the brand looking for a sports outfit and receives instant recommendations with images and a shopping link. The entire experience—from inquiry to checkout—happens within the chat, making it smooth and personalized.

RCS takes customer support to the next level. Since it’s built into the phone’s default messaging app, customers don’t need to download anything. 

Let’s say a customer buys a laptop and has issues setting it up. Instead of searching for customer support details, they receive an automated RCS message with setup tips, video tutorials, and a “Chat with Support” button. They can tap the button and instantly get help without leaving the messaging app, just like WhatsApp.

3. Easy Payment Notifications & Instant Payments

Smooth payment experiences mean more conversions and fewer abandoned carts. Customers need quick reminders about pending payments, real-time order confirmations, and hassle-free ways to complete transactions.

With WhatsApp, brands can send automated payment reminders directly to customers' chats. For example, once I was looking for a planner on Factor Notes, added it to my cart but didn’t complete the purchase. 

A few hours later, I received a friendly WhatsApp message:

The "Complete Purchase" button takes me straight to the checkout page.

Some businesses even allow direct payments inside WhatsApp by integrating UPI or other payment gateways, making the process super smooth.

With RCS, payments happen inside the messaging app. No need to open another website or enter card details separately. Also, RCS creates visually rich, interactive payment messages. Instead of a simple text, a clothing brand can send an RCS alert like this

Customers can tap "Pay Now" and use their preferred method—whether it’s a digital wallet, credit card, or UPI. This reduces drop-offs and makes checkout feel effortless.

4. Order Updates & Shipping Notifications

Waiting for an order can be exciting—but also frustrating if customers don’t get updates. Nobody likes wondering, "Where is my package?" Businesses that provide clear, real-time updates keep customers happy and reduce support requests.

WhatsApp makes order tracking effortless. As soon as a customer places an order, they receive a WhatsApp confirmation message with order details and a tracking link. Instead of checking emails or logging into an app, they can simply open WhatsApp and see the latest updates

If there’s a delay also, the brand can send a friendly message explaining the situation and offering support. 

RCS allows businesses to send these rich updates directly within the phone’s default messaging app—without requiring an external app. Customers can tap buttons to reschedule, contact support, or confirm delivery, all in one message.

The Best of Both Worlds: Elevate Your Customer Engagement with Convertway

Choosing between WhatsApp and RCS isn’t about picking one over the other—it’s about leveraging both for maximum impact. WhatsApp’s conversational, real-time messaging keeps customers engaged, while RCS’s interactive, visually rich experience takes engagement to the next level.

For brands, using the right messaging platform can mean the difference between a lost sale and a loyal customer. Whether it’s personalized payment reminders, abandoned cart recovery, order updates, or promotional campaigns, WhatsApp and RCS offer powerful ways to connect with customers.

However, managing these messaging channels effectively requires the right tools and automation. That’s where Convertway comes in.

With Convertway’s powerful features, you can:

• Automate WhatsApp and SMS campaigns to reach customers at the right moment.
• Use smart segmentation to send highly targeted messages.
• Boost conversions with interactive WhatsApp chatbots.
• Integrate seamlessly with Shopify and other e-commerce platforms.

If you want to increase customer engagement, drive more ecommerce sales, and scale your business effortlessly, Convertway has got you covered. Try it today and experience the power of conversational commerce done right! 

Author Bio

Sapna Singhal is a Freelance Content Writer who specializes in writing data-driven blog posts around B2B Marketing and SaaS. She has over 5 years of experience in content writing and marketing. When she's not writing, you can find her chit-chatting with her sisters or reading books!