Have you ever discussed the terms of a critical customer deal over Whatsapp? Or sent pictures of your product strategy whiteboard session to a coworker over iMessage? Maybe you complained about a particularly bad retail store experience on Facebook Messenger. If you’ve done any of the above, don’t worry, you’re not the only one!
With the huge popularity of messaging apps – think Kik, WeChat and Facebook Messenger – it’s clear that employees are bringing their own (BYO) personal messaging apps into work and using them to collaborate with co-workers, partners and other stakeholders. Research shows that nurses text-message doctors on patient vitals and retail store employees use Facebook to share product and customer information! Your customers are also using these apps to talk about your brand because they are right at hand and easy to use.
So with the growing popularity of BYO messaging apps as business communication tools, you need to ask yourself, “Am I comfortable with my sensitive customer information, employees’ HR data, or patient diagnostic information being out there on the public messaging platforms?” And “What will it mean for my brand and intellectual property if it gets in the wrong hands?” Allowing messaging or chat on public platforms is like signing up for a data breach!
Download this tip sheet and learn about four considerations that can help you to safely take advantage of mobile messaging technology such as in-app chat to have meaningful conversations with your users and employees:
- Ensuring the security of sensitive data
- How to maintain privacy of user information
- Meeting compliance and audit requirements
- How to keep data secure without compromising user experience