LeapXpertFrom unparalleled insights into your marketing strategy to protecting your brand reputation and ensuring you remain compliant, here’s why text archiving is critical for your organization.
Text and instant messaging has undergone a serious transformation beginning with the onset of the pandemic, growing from a casual channel mostly reserved for friendly conversations to an increasingly popular medium for discussing business-related matters.
With colleagues and clients not able to meet face-to-face, SMS and other mobile messaging apps like WeChat, Facebook Messenger, and Whatsapp have evolved into mainstream platforms for business communications.
But although text and other instant messaging services make communication for organizations easier than ever before, they also poses some unique risks. The good news is that text archiving can help your organization reap the benefits of SMS and instant messaging communication, while mitigating the potential risks.
Text archiving solutions record all text message conversations, both between colleagues and with clients, providing companies with a clear auditable record they can use for disputes or regulatory requests. But there are other advantages to using archiving solutions, including optimizing your marketing efforts and preemptively stopping leaks before they happen.
How text archiving solutions can protect and strengthen your organization?
1. Ensure you remain compliant
With both client-facing and internal communications being conducted over such a diverse array of channels, including email, phone calls, text messages and messengers, it’s easy for policies around communication to fall by the wayside.
As working from home continues to blur the line between what constitutes official business communications, and employees find themselves interacting with clients and colleagues alike via their mobile phones, mistakes are far more likely.
While it might be drilled into an employee’s head that all business-related conversations conducted over email have to be saved, remembering that policy when chatting in a more casual forum, like SMS or WeChat, may prove challenging.
Regulated industries have strict requirements around recording business communications, no matter the channel through which they are conducted, and a lax approach towards compliance can spell disastrous consequences for your business.
As seen in recent multi-million dollar fines for companies and banking fines for individuals that haven’t remained in compliance with business communications, the learning curve for violations is steep.
Whatsapp archiving and WeChat archiving are critical to making sure that your organization stays on the right side of the law. Archiving provides a guarantee that all relevant business conversations are recorded as required, whether or not one party deletes the chat, individual messages, or their profile.
2. Optimize business communications
One of the biggest advantages of your text archive is that it puts a massive amount of crucial data at your fingertips. Whether you’re analyzing messages that are internal or client-facing, you can leverage this data for training customer success teams and detecting areas within your business where there’s room for improvement.
Your text archive can serve as a rich source of insights into the real-world impact of your messaging strategy. Notice that customers tend to reach out via Facebook Messenger at particular points in the day? Turn that knowledge into action and assign additional team members to handle the influx of incoming messages. When it comes to customer service, agility and responsiveness are the key factors that can elevate your brand above the rest.
Internal communication between teams is equally important. Businesses that work to prioritize connection and collaboration across departments enjoy better outcomes and a stronger company culture. You can use text message archiving to detect issues with your company’s internal conversations and correct them, ensuring a better work environment for all.
3. Streamline marketing strategy
Speaking of data, with SMS outreach proving to be one of the most effective ways to keep in touch with your clients, you can leverage text messaging archiving to determine what works and what doesn’t. Some text archiving services capture critical information – such as when messages were opened by the recipient and how long it took them to reply – you can craft a strategy that’s a perfect fit for your clients’ unique preferences.
Data-driven insights can empower your marketing team with the information they need to create compelling campaigns that are more likely to resonate with your existing clients and target audiences. By providing your marketers with the actual results of their efforts, they can pinpoint exactly what’s the best way to approach your leads and customers.
4. Detect leaks before they happen
As the old saying goes, an ounce of prevention is worth a pound of cure. In other words, scrambling to do effective damage control after the fact is significantly more challenging than preventing a potentially damaging leak before it happens.
The right SMS archiving solution will include monitoring settings that will alert you to specific keywords or phrases being used in communications, so you can stay abreast of any discussions about sensitive topics.
You can even set alerts that will inform employees and/or management that sensitive topics are being discussed, with a note reminding participants to choose their words carefully, or conversely, prevent messages with non-public data (such as confidential documents or identifying details) from being sent at all.
5. Create a single source of truth
Businesses today have to contend with a wider range of communication platforms than ever before, along with stricter regulations around conversations occurring through those channels. But with deleting a message as simple as a few taps, it doesn’t take much for a conversation to be manipulated by one side. This is especially risky in conflict situations, where each party may have a wildly different recollection of events.
Text archiving services provide you with an accurate digital record of both sides of an exchange that can’t be altered or tampered with, even if one party deletes messages or their account. That means that in the event of a future dispute, you have a solid accounting of all exchanges that protects your business.
Archiving your communications ensures that you’ll never have to deal with a he-said-she-said situation, in which it’s impossible to determine the truth due to two sides with conflicting narratives.
A comprehensive record of all digital conversations protects your organization in the event of a dispute or audit in the future, with no need to comb through convoluted email threads or gather information from multiple mobile phones. Although disputes are always stressful, you can breathe easier knowing that the information you need to protect your organization is organized in one place.
Signal archiving, Microsoft Teams archiving, text message archiving – finding a solution that tracks business conversations across multiple channels can feel overwhelming. Fortunately, LeapXpert provides a responsible business communications platform that keeps all of your organization’s communications in one centralized and secure location, regardless of the platform.
Want to learn more about how text message archiving can help your business stay in compliance and streamline marketing efforts? Get in touch with us. We’d love to share more with you about the benefits of keeping a solid digital record of your business communications.
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