When we talk about communication governance via the company's WhatsApp, we at Zapper always encounter two immediate reactions from managers: “Wow! Can this be done?” and “But isn’t this monitoring considered an invasion of privacy?”.

Ensuring the privacy of conversations between the company and third parties, preserving the confidentiality of sensitive data while still monitoring interactions are initiatives that may not converge for those who do not know Zapper, but this article will demystify this dynamic!

Also read: Is your company's WhatsApp really secure?

More than just developing a platform that allows governance of the messages exchanged via corporate WhatsApp, we guide clients to adopt best practices in using this resource to extract relevant information from dialogues and detect operational issues. Shall we check how this can be done without compromising users' privacy?

Personal WhatsApp vs. Corporate WhatsApp

There are already favorable decisions in Brazilian jurisdiction regarding the supervision of the company over employees' communication. If the user utilizes devices or accounts owned by the organization, they can indeed be monitored, even for security purposes.

Informing professionals that they will be supervised is essential and already indicates that the company is interested only in monitoring what concerns it. It is not interested in the personal lives of its employees.

Separating accounts or devices is highly recommended not only in cases where monitoring is done on WhatsApp, but in any circumstance. One way to make this differentiation is to use the Business version of the app and dedicate it exclusively to the business relationship. This practice not only professionalizes the corporate communication channel but also discourages the sharing of confidential information by users.

Also read: Corporate WhatsApp: what is it and how to use it?

See other advantages of adopting WhatsApp Business:

• Personalization of contact, with corporate photo or the company's logo, facilitating identification among other contacts;

  
  

• Creation of a catalog of products and services;

  
  

• Inclusion of information about payment methods, business hours, location, and even a map;

  
  

• Possibility to create automatic messages when communication occurs outside of business hours;

  
  

• Possibility to use chatbots to streamline customer service and clarify simple doubts, without the need for human interaction;

  
  

• Possibility of monitoring to record communication, analyze it later, and obtain qualitative data on campaigns, approaches, and leads.

If we associate the benefits of the Business model with common sense in the use of corporate WhatsApp, the issue regarding privacy is already addressed. However, the monitoring function with Zapper goes beyond overseeing interactions.

Also read: Ethics Guide for Monitoring Corporate WhatsApp

Monitoring to Enhance Operations

There are various motivations for those seeking WhatsApp monitoring. Some of the most common pain points are: identifying misconduct among team members and with third parties; leaking confidential information; and the need to better understand customers to direct marketing strategies.

Also read: Main questions about monitoring corporate WhatsApp

Zapper works on these three fronts, through monitoring itself, the Storage functions (secure storage of interactions) and Analytics (qualitative analysis and report generation). This way, the organization has complete management of communication via WhatsApp, monitoring, archiving dialogue content, and parameterizing the collected information.

Installing Zapper is done via QR Code on each device or account. Both the company and users can download the solution. From that moment on, all content from that number will be tracked in real time and saved in the cloud. Even if a user deletes part of the interaction content, it will be captured and archived in its entirety.

If the company's goal is to detect problems of conduct, infractions of internal policies, or identify situations of harassment and bullying, the manager registers keywords that indicate these occurrences, and when they are mentioned, an alert is sent immediately to them for verification.

The archived contents directed to the cloud are accessible only to the manager and remain stored in the cloud for an indefinite period, minimizing the risk of leaks, as required by the General Data Protection Law.

Also read: LGPD and WhatsApp: What You Need to Know

Subsequently, the captured interactions can be gathered and analyzed according to the filter applied to them, to generate a specific report.

It is possible to identify the times when interactions occur most, obtain customer data such as location, age, gender... You can know which campaigns generated the most leads and detect the level of public satisfaction regarding the company.

Zapper has combined artificial intelligence and machine learning resources to extract points for improvement and enhancement of the business from conversations via WhatsApp. From a tool, Zapper has become a strategic partner for companies, increasing communication governance and credibility in the market!

How about forming a partnership as well?

Click here to schedule a demonstration of the tool.