LeapXpertWhatsApp is an excellent business communication tool with great features for fuelling growth. However, some companies have come under fire for inappropriate use that allegedly violated instant message archiving regulations. You have likely wondered if these affect your business and why you should use WhatsApp archiving for your enterprise.
1. Improve the Customer Experience
Millennials are the first generation to grow up with the internet central to their everyday lives. Its use has influenced the drastically different ways Millennials and younger generations entertain themselves and communicate. This shift also compelled companies to change the way they engage with them.
Today, 52% of consumers prefer to speak with customer service reps via text conversations rather than phone calls. To add to this, 89% of consumers indicated that they preferred to have a variety of ways to reach out to a company. These changes are among the many reasons WhatsApp business communication grew in popularity.
When companies make that extra effort to meet customers halfway, they improve the overall experience. The attempt also increases the need for instant messaging and text archiving services to keep this data safe.
2. Boost Employee Engagement
Over the past few years, companies have zoned in on the importance of the customer experience: from consideration to purchase. Labor shortages have also compelled companies to consider employee productivity and well-being.
In 2015, Millennials became the largest generational demographic in the workforce. In 2018, Pew Research estimated that this amounted to more than 56 million Millennials. Forbes has also determined that 68% of this group texts a lot daily.
Companies leveraged WhatsApp and archiving solutions to reach more Millennial customers while improving the work experience for their most prominent group of workers. It helps that chats and text messages facilitate faster response times than emails and allows reps to multitask.
3. Comply With Regulations
Most businesses should retain business communication with colleagues and customers. Regulations tend to hone in on messages originating from or tied to work phones and other chat devices, such as tablets and laptops.
Financial businesses face an additional level of scrutiny. Because of this, in 2021, JPMorgan faced a $200 million fine related to its use of WhatsApp. This scared many companies out of using the platform for business communication, but it’s essential to understand why the fine occurred.
The allegations around the fine state that the company allowed workers to use WhatsApp specifically to side-step regulations. In fact, the company faced claims related to years of failure to keep accurate records, which federal agents believe could be intentional.
Consequently, the issue was not how it used WhatsApp but for what purpose. Ironically, the company had attempted to meet WhatsApp compliance rules, but sorting through years of correspondence overwhelmed workers. Using instant message archiving services from the start would have likely prevented this.
4. Access Communication Data Analytics
WhatsApp and other text-based platforms provide a treasure chest of data. This goes to waste unless managers find ways to analyze and view the data. Enterprise messaging and archiving solutions allow you to do exactly that.
In the past, reviewing recorded phone conversations took hours and hours of listening. Now, text message archiving services allow you to review data about your customers’ preferences and interactions easily.
Here are some of the many reasons you should access this data:
- See how your employees interact with customers.
- Understand which departments need more support.
- Improve the customer experience.
- Determine what departments need additional help.
5. Provide Insurance Against Ransomware Attacks
Ransomware is a type of malware that helps attackers gain access to a system and then they demand payment to return the data. It has become a significant problem for businesses because it can easily lead to critical data loss. Ransomware attacks are on the decline, but the dollar value is on the rise.
So, how do WhatsApp messages and archiving services help? Messages stored on devices can become vulnerable to ransomware attacks. However, you can protect your data by choosing enterprise archiving services. This service will allow you to keep your WhatsApp messages in a secure location that you can later use for restoring data.
The Bottom Line
WhatsApp and other text-based platforms offer several advantages for businesses. However, ensuring compliance and taking extra steps to protect them is crucial to their continued, appropriate use at your company. WhatsApp archiving solutions provide the best opportunity to ensure this.
At LeapXpert, our professionals have streamlined the business communication compliance process. We help our clients embrace their customers’ preferred mediums for engagement and customer support. Are you ready to see what we can do for you? Contact us to get started.
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