Business transactions, negotiations, payments, sending personal files... When these operations began to be conducted remotely, over the phone or via email, organizations structured themselves to minimize the risks of leaks and loss of information through these channels.

The listening and recording of phone conversations, monitoring of emails and computers in companies, and backup on physical devices have functioned for many years as a strategy for data control and security; however, with the arrival of WhatsApp, the communication governance processes needed to be reviewed.

Also read: Why back up corporate WhatsApp?

We have never spoken so much with companies, stores, banks, and service providers as we do now, thanks to the free nature of WhatsApp, in addition to the practicality and speed provided by the platform. As a result, the volume of messages circulating through the app has drastically increased, requiring corporations to implement more advanced control and backup solutions.

In this article, we will understand why it is important to adopt backup in communication routines via WhatsApp and what the lack of this practice can entail for the business.

WhatsApp Monitoring and Backup in the Same Solution

In 2014, when WhatsApp was not yet so popular in organizations, a study conducted by EMC in partnership with Vancon Bourne, involving 125 Brazilian companies, concluded that data loss for organizations resulted in losses on the order of $26 billion.

At that time, the major concern was with emails, as these organizations lost a total of more than 24 million messages over a period of 12 months. The absence of backup policies and faulty storage already brought problems such as a drop in productivity, loss of revenue, lawsuits due to leaks, cessation of activities, damage to image, and application of fines for corporations.

Also read: Data security and governance is a trend for corporate WhatsApp

Currently, with the prioritization of WhatsApp in corporate communication, it is impossible to calculate the financial losses caused by lost messages exchanged on the platform. The importance of backing up conversations on WhatsApp increases proportionally when it comes to sensitive information.

The sectors most affected by the lack of backup strategies on WhatsApp are:

• Banking institutions that deal with personal customer data and confidential information from companies;

  
  

• Medical institutions that work with extremely sensitive patient information;

  
  

• E-commerce businesses that require consumer credit card data;

  
  

• Educational institutions that use the app to send and receive personal documents;

  
  

• Organizations that handle customer service and commercial representation via WhatsApp and use the app to send contracts, registration data, among others.

Monitoring a high volume of interactions, processing data according to LGPD (General Data Protection Law) requirements, and detecting conversations that need greater attention is a complex task; without the help of technology, it requires large teams and significant financial investments.

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

Fortunately, there is already a solution on the market that incorporates Artificial Intelligence and Machine Learning resources to capture interactions via corporate WhatsApp, securely store them in the cloud, and generate analyses of conversations for the company.

Zapper is Innovation for Corporate WhatsApp

Created by a Brazilian startup and pioneering in Latin America, the Zapper platform combines monitoring of conversations via corporate WhatsApp, cloud storage, and data analysis, addressing the need for governance of digital information and backup.

Implemented on accounts and devices used by the company, Zapper captures all interactions of text, audio, image, and video exchanged with the team and third parties, automatically saving this material in the cloud, ensuring the record of all dialogues, even if someone attempts to delete a portion of the conversations.

This backup is stored indefinitely in the cloud, immune to any hardware, software failures, or power outages in the company. Access is restricted to the communication manager, minimizing the risk of information leaks.

The backup saved in the cloud allows the company to access important information in the event of potential legal disputes and thus produce the required evidence. Additionally, this practice greatly enhances client credibility toward the company, as personal data will be securely stored.

Also read: Why backing up WhatsApp is vital for business?

Another feature of Zapper is real-time monitoring of conversations, signaling suspicious situations such as the use of inappropriate language, occurrences of misconduct, and failure to comply with company rules.

Keywords are identified during dialogue, issuing an alert to the manager who can check the context of the interaction immediately and take the necessary action.

Also read: Frequently Asked Questions about Corporate WhatsApp Monitoring

Once the content is stored in the cloud, the platform itself takes care of analyzing the information that the manager requires, enabling total oversight of the communication journey with contacts.

It is organization, security, and conversational intelligence applied in the same solution, meeting the demand of companies that connect and engage with their audience through WhatsApp. Is your company one of those that converse with clients through the app?

Then you need to get to know Zapper!

Click here to schedule a demonstration of the tool.