Published under a Margalla News house pen name.
Small businesses often assume digital transformation means building an app or a large e-commerce website. In practice, many customers already prefer the tool they open every day: WhatsApp.
A good chat-based storefront needs more than a phone number. Product lists should be clear, prices current, ordering steps short and delivery expectations visible. Quick replies can answer common questions, while a simple form can collect the details that are easy to lose in long conversations.
The lesson is not that every business should abandon websites. It is that technology should follow customer behaviour. A polished system built around an unfamiliar habit can perform worse than a simple system built around a familiar one.