Imagine if in your company, one of the employees decides to share the mailing list of clients via WhatsApp with an external contact. Can you measure the magnitude of the problem that this occurrence could bring to your business?

The consequences go beyond the risks to the image and credibility of the organization. This is a classic case of violation of privacy laws, as outlined in the LGPD (General Data Protection Law), which can result in fines and legal actions.

Since it is impossible today not to rely on WhatsApp in the workplace, companies need to be increasingly prepared to deal with the inappropriate use of this tool by employees.

According to the Mobile Time/Opinion Box Panorama, in Brazil, the content transmitted through WhatsApp is mainly text messages (94%), with images accounting for 87%, audio for 83%, and videos for 80%.

In the relationship between consumers and companies, the app is the preferred tool for asking questions and requesting information, with 82% of choices, while technical support comes in second place, with 69%, and product and service purchases, in third place, with 62%.

This data only reinforces the amount of confidential information that circulates daily through the app and the need for governance of all this communication, which involves monitoring and proper data management.

Why is WhatsApp Monitoring Indispensable for Companies?

There is already monitoring by companies over emails, and we also know that telephone calls can be recorded, but WhatsApp still carries a strong aspect of informality. Considering that WhatsApp Business is the third most downloaded app in the world, we realize how urgent it is to care for security.

Just look at how many benefits message monitoring brings:

• Detection of violations of company policies;

• Identification of inappropriate language use and transmission of misleading information;

• Identification of misconduct, such as bribery requests and sharing of confidential information;

• Assessment of client feedback for potential improvements in marketing and sales strategies;

• Measuring the effectiveness of campaigns;

• Analysis of customer service performance.

Zapper: Innovation in Compliance and WhatsApp Monitoring

A tool that encompasses all these functionalities is Zapper, a pioneer in Latin America in supervising interactions via corporate WhatsApp for compliance purposes.

Created by the company of the same name, Zapper goes beyond monitoring and provides a complete overview of the company's communication via the messaging app, thus enabling the identification of problems and potential interventions, immediately.

Thanks to the platform's 'Analytics' feature, the content collected from conversations is compiled and used to create reports that offer insights on what can be improved in the corporation's discourse, how to make more assertive commercial approaches, and how to connect better with clients in service.

Security and Confidentiality in Data Management

Another important point in Zapper is the handling of data obtained from interactions through the app. The 'Storage' feature stores files of photos, audio, videos, and the text of messages in the cloud, with exclusive access for the communication manager. This ensures the security of confidential information, preserves the identity of those involved, and minimizes the risks of leaks and consequently, legal actions.

Strengthening Trust in the Market Through Efficient Monitoring

An organization that controls its communication with clients, suppliers, and business partners is synonymous with reliability in the market and public opinion, generating high value in negotiations with other companies, merger and acquisition processes, among others.

WhatsApp has expedited the communication process, become omnipresent on smartphones worldwide, and brought more practicality to corporate daily life. Once people got used to using the platform, companies have no choice but to adapt to this innovation and to create strategies to ensure the proper use of the app by employees. Everyone benefits from this!

In summary, effective monitoring of WhatsApp is not just a matter of information security, but a fundamental pillar for the sustainability and long-term success of companies in today's digital landscape. Adopting specialized tools and proactive strategies is crucial to ensure that the potential of this communication platform is fully utilized, minimizing risks and maximizing opportunities.

Click here to learn more about the tool.