Why do so many SMBs still rely on WhatsApp and Excel instead of business software?

I've been talking with small and mid-sized businesses recently, and one pattern keeps coming up.

Many teams manage leads in WhatsApp, quotations in Word, customer data in Excel, and operations through phone calls.

Even when affordable SaaS products exist, adoption seems much lower than expected.

Why do you think that is?

Is it:

• Software that's too complicated?

• High switching costs?

• Lack of trust?

• Teams resisting change?

• Something else entirely?

I'm curious whether others building products for SMBs are seeing the same thing.