Both SMS and email are effective channels for review requests, but they have different strengths depending on your business type and customer relationship.
| Factor | SMS | |
|---|---|---|
| Format | Short, direct message | Room for more context |
| Measure | Delivery and link engagement | Delivery and link engagement |
| Best for | Restaurants, retail, auto repair, salons | Healthcare, B2B, high-value services |
| Message length | Under 160 characters | 3-5 sentences |
| Requires | Mobile phone number | Email address |
| Cost | Uses SMS credits | Free (within plan) |
When to Use SMS
SMS suits short follow-ups after a completed transaction. Compare results using your own audience and message history. Use SMS when you have the customer's mobile number and the interaction was completed recently.
When to Use Email
Email is better suited for healthcare, professional services, or situations where you don't have a mobile number. Email also works well for follow-up sequences where SMS may feel intrusive.
Using Both Together
If a customer has agreed to both channels, you can send an initial request and one later follow-up. Avoid duplicate reminders and respect opt-outs. Measure delivery and link engagement separately from published reviews; a Google link click does not confirm publication.
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