Enterprise Instant Messaging

Instant messaging has become a communication staple. Individuals use it to stay in touch with friends and family worldwide. Is it any wonder that so many consumers also prefer to use instant messaging to communicate with businesses and other organizations? The same is true of employees within these organizations. So, what is an enterprise instant messaging system, and is it a good fit for your business?

What Is Enterprise Instant Messaging?

An enterprise instant messaging system is a software application that allows businesses and other organizations to communicate in real-time. This system is typically used for internal communication between workers but can also facilitate external communication with customers and clients. Some companies leverage third-party systems, while a few create internal systems.

What Are the Benefits of Enterprise Instant Messaging?

Most business managers understand that technology plays a crucial role in advancing a business. However, there are so many aspects of business technology to invest in that you might need to make a strong case for enterprise instant messaging. These benefits provide a good starting place:

  • Real-time messaging: When you need to communicate with someone quickly, you can send a message and receive a response instantaneously. This is a huge advantage over email, which can often take several minutes or even days to receive a response.
  • Improved communication and collaboration: When you can communicate with someone in real-time, you have a stronger likelihood of avoiding miscommunication and misunderstanding. You can also collaborate on projects more effectively.
  • Better customer service: When you can speak to your customers in real-time, you can provide them with better service. Instant messaging allows you to answer their questions quickly and resolve issues more efficiently.
  • Faster decision-making: When you can communicate with your team instantly, you can make decisions more quickly. Quick responses can be a significant advantage in fast-paced industries.

What Are the Main Challenges of Enterprise Instant Messaging?

No technology is perfect. However, organizations can overcome the challenges with the right team and a good plan. Work closely with your team to find solutions for these potential concerns.


One of the main concerns with enterprise instant messaging is data protection. Because this type of communication takes place in real-time, you need to be sure that your messages are secure. There are several ways to do this, such as encrypting your messages and using a secure server.

Lack of control

Another potential challenge is that you might not have as much control over the conversation as you would with email or other forms of communication. Lack of control can be an issue if you need to keep track of the conversation for business purposes.


Because messages come in, in real-time, workers might face more frequent interruptions. Workers do have the option to mute notifications, but this can negate the benefits of real-time communication. Creating a company policy around when to use IM can help.

What Types of Businesses Can Benefit Most From Enterprise Messaging?

While enterprise instant messaging can benefit any business, some will benefit more than others. These include organizations that meet the following criteria:

  • Needs to communicate quickly
  • Has employees in different locations
  • Has a lot of customers
  • Operates in fast-paced industries

How to Implement Enterprise Instant Messaging in Your Business

Now that you know what enterprise instant messaging is and some of the benefits and challenges, you might be wondering how you can implement this type of system in your business. Here are a few tips:

  1. Work closely with your IT team. Because security is such a concern, you’ll want to work closely with your IT team to design and build a robust system. If you use an external service, your IT team expands to include that company and its resources.
  2. Develop a plan. Take the time to create a plan for how you will use enterprise instant messaging in your business. Planning helps you avoid potential disruptions and get the most out of this technology.
  3. Communicate with your team. Let your team know when you will be using enterprise instant messaging and how you expect them to use it. Strong communication reduces pushback and ensures everyone is on board.
  4. Gather feedback. Take the time to gather regular feedback from your team on how IM affects work processes. This will help you make any necessary adjustments and ensure the system works as intended.

The Bottom Line

With the proper planning and execution, enterprise instant messaging can be a valuable tool for your business. It can improve communication and collaboration, provide better customer service, and help you make decisions more quickly. Keep these tips in mind as you implement this system in your organization.

Are you ready to leverage enterprise instant messaging for your business? LeapXpert has changed the way businesses communicate with their customers. We make it easy for you to reach them via their preferred channels. Contact us to get started.