For a global e-commerce company, customer communication does not
end with the placement of an order.
Customers expect updates throughout the entire order journey—from
payment confirmation and shipping updates to delivery notifications
and customer support.
But not every message needs to be delivered through the same channel.
Customer Journey
Order Confirmation
SMS / WhatsApp
Payment Confirmation
SMS
Shipping Updates
WhatsApp
Delivery Notification
SMS
Customer Support
WhatsApp
Urgent Delivery Issues
SMS fallback
WhatsApp Business can be effective for richer communication such as
shipping details, product information, images, buttons, and customer
support.
SMS can complement this by delivering critical or time-sensitive
notifications and serving as a fallback channel when necessary.
Key Message
WhatsApp for richer engagement. SMS for reach, critical
notifications, and fallback.
Rather than relying on a single messaging channel for every
interaction, businesses can create a more flexible communication
strategy by using SMS and WhatsApp according to the purpose of each
message.
Why SureM?
SureM enables businesses to build messaging strategies that combine
SMS and WhatsApp Business while supporting both Korean and
international customer communication.
The result is not simply more channels, but a messaging infrastructure
designed around the customer journey.
How Global E-Commerce Companies Can Combine SMS + WhatsApp for Better Customer Communication
