In a digital world where information spreads at breakneck speed and where EVERYTHING is hyperconnected, false information, consumer complaints, corporate misconduct, and even personal data leaks become news that can go viral on social media and impact the image of an individual or even a serious organization.

Absolutely no one is free from encountering this type of problem, but the chance of it occurring in companies that do not create compliance policies and do not uphold corporate ethics is enormous. They become more susceptible to image crises and scandals with severe consequences.

Banks, E-commerce, and even Facebook have been fined

The list of national and multinational companies across various segments that have had their reputation and credibility tarnished, whether due to resource mismanagement or process failures, continues to grow, and even with the hiring of specialized crisis management agencies, the financial and branding losses are hardly overcome.

In 2018, Banco Inter was fined R$1.5 million for compromising the data of 19,961 account holders, of which 13,207 had their banking information exposed.

In 2019, it was Netshoes' turn to pay a fine of R$500 thousand for leaking the data of millions of customers, forcing the organization to revise its data protection policies.

And who could have imagined that Facebook would improperly disclose the data of 33 million users in 106 countries, including Brazil, resulting in a compensation of R$72 million to eight million Brazilians affected by this leak?

The scandal occurred in 2021, after the General Data Protection Law came into effect. Since then, organizations have been doubling down on attention to data security and privacy, which also includes communication via WhatsApp.

The app is present on 169 million devices in Brazil, equivalent to 93.4% of internet users in the country, and in addition to being the most accessed “social network” here (Source: We are Social and Meltwater), it is also the preferred channel for consumers to communicate with companies.

This is confirmed by a study by Opinion Box, which showed that 79% of WhatsApp users approve of contacting brands through the app. By order of preference, they use the tool to clarify doubts, request information, receive support, and make purchases.

Messages, files with personal documents, contracts, bank statements, images circulate through the channel and the lack of governance over this material makes the entire operation vulnerable and at risk of breaching confidentiality, legal actions, and damage to corporate image.

WhatsApp Monitoring

Instead of managing a potential crisis caused by WhatsApp, the ideal is to anticipate it by monitoring the use of the tool officially sanctioned by the corporation. This initiative is important for several reasons: it unifies the tone and language used for communication; generates arguments and insights to standardize service, and most importantly, minimizes misconduct and breaches of company policies.

This monitoring should be continuous to assess the effectiveness of the actions taken to address conflicts and make necessary adjustments. Sensitive information detected should include conversations related to harassment and bribery payments stored securely and permanently.

Zapper is the genuinely Brazilian tool that ensures governance over messages exchanged via corporate WhatsApp. The CONTROL functionality indicates the presence of rule violations within the organization and ethical issues during communication among members of the corporation and also with clients.

Through the prior registration of words determined by the company, Zapper identifies points of attention in dialogues, and the manager or compliance officer of the company receives a notification for evaluation. The data of the interlocutors, as well as the messages, files, photos, and audio exchanged are stored in the cloud, using the STORAGE feature.

From the monitoring of corporate communication and the transmission of data between the internal audience and the external audience, it is possible to conduct a more assertive risk analysis and create contingency plans, factors that enhance credibility, especially for companies in the process of Valuation and Due Diligence.

Protect your company's image

For those who still do not use resources to minimize threats to the organization's image and who cannot foresee crises, transparency in communication and agility in response and decision-making are fundamental to restoring market trust.

To achieve this, always be well-prepared, be proactive, invest in training and updates to the contingency plan, engage with customers' concerns before they become crises. Involve other departments in crafting solutions and always be available to receive feedback.

Staying updated on available innovations to support the integrity of the company is also important, and in this regard, Zapper is ready to help you.

Click here to schedule a demonstration now!