Private messenger: Suitable for companies?

Private messenger: Suitable for companies?

For many people, it is hard to imagine private life without messaging applications. Messenger apps on smartphones or tablets connect people around the globe in real time. It's not just families, friends and acquaintances who stay in touch. Increasingly, customers are also communicating with companies via instant message.

In the private sphere, messaging services are thus becoming the absolute standard for communication. But what about the use for the exchange of information in the company? Here, too, there is a need for real-time networking with colleagues. Accelerated processes or the equal supply of information to white-collar and non-desk employees: the potentials are great. Here you can find out why private messengers are still not the optimal solution.

Instant messages are the standard for communication

The extent to which the use of messaging platforms is already entrenched is shown by an Innofact study from May 2019: 9 out of 10 of the Germans surveyed between the ages of 19 and 69 regularly used the messenger service WhatsApp.[1] In external communication, companies are embracing the trend. Via WhatsApp for Business, for example, they can meet their customers on the communication platform. Here, they can process simpler service requests or appointment reservations and reminders automatically.

What is standard for employees in their private sphere, however, they often do not find at work. The trend towards remote work shows how critical it is for a company that employees can also exchange information with each other quickly and securely while on the move. This is where workplace networking reaches its limits, as we describe in our article on Industry 4.0. Where you as an employer do not provide sufficient resources, employees look for alternatives themselves. But reaching for private messengers for company communication carries considerable risks.

Private messengers are hardly suitable for companies

The problems start with the basics: WhatsApp is the most widely used private messenger. However, the messenger app does not meet the requirements of the EU General Data Protection Regulation (EU-GDPR). Why is that? The service transfers the names and phone numbers from the business address book to servers in the USA for matching. Usage statistics, movement profiles or user interests can also be evaluated and used for advertising purposes, for example. In addition, there are always security gaps that threaten company secrets. Due to these deficits, such private messengers are hardly suitable for business use.

Providers that specialize in the needs of the industry do it better: They only collect data if it is necessary for the operation of the service. They do not charge for their service with private user data, but in the form of a monthly flat rate, for example.

Here's what apps for the industry can learn from private messengers

Solutions for instant messaging in companies must meet high requirements. If employees have unsatisfactory experiences when using the company app, this will damage acceptance. Especially in these areas, the professional platform must be able to keep up with private messengers:

  • Intuitive operation
  • Media diversity: integration of text, language, images and documents
  • Cross-platform availability (different devices and operating systems)

There are also other factors: many companies want to adapt the corporate messaging app to their own CI and be able to integrate their logo, for example. Uncomplicated subscription model with hosting at Cloud or On Premise: Here, too, the decision-makers have individual ideas. In the MEXS blog, you can find out how our GDPR-compliant messenger makes this possible and integrates other valuable functions in the process.


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