You might be surprised to learn how capturing and storing WhatsApp business messages can safeguard your business’ reputation and your bottom line.
The most popular global mobile messenger app worldwide, WhatsApp, has a staggering two billion active monthly users. Due to the massive reach and ease-of-use of the platform, contacting businesses through WhatsApp is a natural choice for consumers across the globe.
More and more businesses are leaning into the mobile instant messaging channel to connect with their customers, fielding queries, providing troubleshooting and technical support, and even allowing clients to execute business functions or account changes via the app. And as personalized customer services becomes more prevalent, WhatsApp messaging for businesses helps organizations stay relevant and fulfill ever-expanding consumer expectations.
But along with the convenience provided by WhatsApp, there are a number of risks, like not being in compliance and lacking sufficient proof in the event of future litigation or a business dispute.
The good news is that capturing and storing WhatsApp messages can mitigate the downsides of using the platform. WhatsApp archiving can also strengthen your customer success teams and boost client satisfaction.
Read on to learn more about how WhatsApp backups can safeguard your business.
WhatsApp in business communication: Risks and benefits
Long gone are the days of byzantine customer service with touchpad options (press 3 for technical support) as par for the course. In a highly competitive market landscape, customers are now used to companies tripping over themselves to offer stellar customer service.
That means that customer success teams have to be at the very top of their game, or risk allowing their clients to be wooed by competitors. Add to the mix the unprecedented rates of customer churn, and it’s clear that businesses need to offer the kind of highly responsive, lighting-fast customer service that their clients crave or risk being left behind.
WhatsApp can help deliver the type of agile, personalized responses that customers love. Because more and more consumers are expressing a desire to reach out to businesses via mobile messaging channels, making your brand available for WhatsApp conversations meets that preference and provides a level of convenience that customers will greatly appreciate.
It’s clear that being able to reach out to a customer success team through WhatsApp is no longer a bells-and-whistles feature for VIP clients – now, it’s the standard.
But there are a number of serious challenges facing companies that use WhatsApp for business communications – a lack of control, transparency, and visibility into what’s being said, and an ever-growing chance of slipping out of compliance.
In regulated industries such as finance, banking, and healthcare, there are strict legal requirements around WhatsApp for employee communication, whether client-facing or internal. Industry titans have been slapped with multimillion dollar fines for not recording and storing every business-related WhatsApp message sent by their employees.
WhatsApp data backup can help your business enjoy the best of both worlds: You can leverage WhatsApp messaging for speedier communications, both within your organization and with clients, while safeguarding your business’ reputation and bottom line. The key lies in maintaining a comprehensive digital record of all business-related WhatsApp conversations.
How WhatsApp archiving protects your business
Storing the entirety of your business’ WhatsApp communications creates an accessible, transparent single source of truth that may prove invaluable in the future. While it’s unpleasant to think about, text conversations can be easily manipulated by bad actors — think deleting specific messages within a longer conversation in order to fudge a narrative or shift a timeline of events.
Without a complete record of every single message in an exchange, your business is vulnerable to a warped version of reality that may be presented by a disgruntled party, with no way to substantiate or confirm your organization’s side of the story.
The clear documentation provided by WhatsApp backups and archives protect your business if there’s a disagreement between your organization and a client, an investigation by regulars, or even a lawsuit. It’s crucial that you have a second-by-second record of everything said on WhatsApp regarding your business, and the good news is that such a comprehensive archive is achievable for your organization.
How to get backup WhatsApp messages
There are two main ways to capture and store business WhatsApp communications – manually and via an automated, third-party platform.
Manual Whatsapp backups require each employee to log into the platform on his or her computer, download a file manager for a local backup or upload messages to Google Drive, and regularly go through multiple steps to capture and save messages.
There are major issues with this method – namely, that there’s no way to retrieve messages from employees who leave your company or lose their device. An additional problem is that employees can simply delete a conversation or message, and it won’t be included in the backup – defeating the purpose of storing business WhatsApp conversations.
Fortunately, some solutions ensure that all business-related Whatsapp exchanges are regularly captured and saved, slashing risk and taking the burden off employees to regularly backup their conversations.
LeapXpert, the responsible business communications platform, creates an all-encompassing digital record of all business conversations, no matter where they take place. The solution provides an automatic backup of all exchanges that happen via instant messaging platforms, including WhatsApp and many others.
With total visibility into all business-related conversations at your fingertips, you’ll gain unparalleled transparency and visibility into everything that’s being said. The comprehensive digital record of conversations also provides you with much-needed peace of mind, as you’ll never worry about slipping out of compliance due to an employee deleting a conversation or individual message.
For more on how to backup WhatsApp messages in a painless and easy manner, as well as how an automated solution for capturing and storing Whatsapp can integrate into your business’ existing digital infrastructure, get in touch with us! We’d love to show you how you can leverage WhatsApp archiving to solidify your compliance efforts and strengthen your relationships with your customers.
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