My Favorite Communication Tool

More personal, less crowded, way more effective

Author

Ausra Prasauskaite
September 08, 2025

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Let’s talk about my favorite tool for engaging customers.
It has:

  • The highest open rates

  • Better conversions than any other marketing channel

  • And almost no competition.

👉 Meet the good old text message.

Everyone is obsessed with email lists. But here’s reality:

  • You don’t read every email you get.

  • You do read almost every text.

That’s why I love WhatsApp and SMS for small businesses. It’s less crowded, it feels personal, and it gets opened.

Now, I don’t think every business on earth should use it — for some, it would feel intrusive. But if you’re reading this, you probably should. Do it with respect, and your messages will stand out instantly.

How to use text without being spammy:

1. Start with value
Use texts for order updates, shipping confirmations, “your product is on its way.” Customers love it — it feels helpful, not pushy.

2. Collect numbers naturally

  • Add an opt-in at checkout (“Get order updates via WhatsApp or SMS”).

  • Incentivize with something small → a discount, freebie, or early access.

  • Often, order tracking or early-access is incentive enough.

  • Don’t ignore offline → collect contacts wherever you interact with customers (offline are sometimes higher quality than online and easier to collect!).

3. Play the long game
Once you’ve earned trust, you can use that number to:

  • Suggest upsells (“You bought X, you will probably also love Y”)

  • Resell when they’re running low (“It’s been 30 days since your last order”)

  • Offer VIP drops or early access (“New product launches tomorrow — want first dibs?”)

4. Automate it
Tools like Klaviyo (Shopify) or Twilio (custom setups) can handle:

  • Order tracking texts

  • Replenishment reminders

  • Abandoned cart nudges

  • Seasonal promos

The key? Keep the ratio high: more helpful updates than sales pushes. Use it more like a special trick. Customers should feel like they’re getting a service, not being added to a spam list.

Email has its place. But text? That’s where your customer is actually paying attention.
Get it right, and it’s more powerful than email, social media, or ads combined.