It is a fact that WhatsApp is a consensus as a means of communication in the corporate environment. After all, the app streamlines both processes and decision-making; disregarding it from the strategy means harming productivity and interaction both with internal agents of the company and external ones as well.

However, the platform that brought more speed and practicality to operations has also brought challenges over time, as thousands of conversations happen daily on the app, out of the managers' sight, putting confidential institutional information and personal data of third parties at risk.

Read also: Risk management in communication via corporate WhatsApp

The search for solutions to monitor interactions via WhatsApp and prevent more serious consequences, such as data leaks, misconduct, and violations of company policies, has become a priority for organizations.

In this post, we will list the problems caused by the lack of monitoring of corporate WhatsApp and the consequences that this brings to the company's image, the financial health of the business, and credibility in the market.

Conversations on the company’s WhatsApp cannot remain "in the dark"

Banking data, personal documents, photos, sensitive health information, contracts, and negotiations are recurring contents in a conversation via WhatsApp between the company and clients.

Even with security recommendations to avoid sending these materials via the app, what happens in practice is that users end up acting contrary to this, given the convenience the platform offers, exchanging messages that contain this confidential information.

Organizations unprepared to handle the high traffic of messages via WhatsApp fail to intervene in a timely manner during crisis situations that arise from seemingly harmless message exchanges and consequently suffer severe consequences. Among the main occurrences that generate losses and legal issues for companies, we have:

• unauthorized negotiations by the organization;

  
  

• agreements made without proper formalization;

  
  

• failure to fulfill promises made to the customer, causing dissatisfaction, complaints to the responsible authorities, and imposition of fines;

  
  

• request for work outside business hours, generating labor issues and payment of overtime;

  
  

• use of inappropriate language;

  
  

  

Read also: Corporate WhatsApp usage policies: clear rules for the team

• harassment, bullying, prejudiced speech;

  
  

• improper disclosure of confidential data, out-of-context conversation excerpts, and private issues;

  
  

• committing infractions such as illicit favoritism, bribery, threats, and harassment.

When the organization does not monitor the dialogues on WhatsApp, it cannot prevent the aggravation of situations and only discovers the seriousness of events when the problem is already established. But fortunately, there is already a suite of solutions on the market that monitors conversations via the corporate app, handles data with maximum security, and also analyzes interactions to obtain reports.

Traceability to generate control and security

Zapper is the first monitoring platform for WhatsApp in Latin America for corporate use that detects in real-time keywords indicating suspicious conversations that could jeopardize the entire operation. As such interactions are identified, a notification is sent to the manager who can review the occurrence and analyze the need for intervention.

Read also: How to safeguard the image and integrity of the company with corporate WhatsApp monitoring

All dialogues are automatically stored in the cloud, remaining archived indefinitely. The exclusive access of the manager to the captured content minimizes the risk of leakage, complying with the General Data Protection Law (LGPD).

Even when a user tries to delete the conversation or any part of it, the entire interaction is recorded in full, enabling future audits or even the gathering of evidence in case of legal proceedings.

Zapper operates across multiple WhatsApp accounts and on any device used within the company, meaning your employee can continue using the mobile app or the web version. Their routine remains the same. The solution is not applied to monitor personal accounts; therefore, there is no risk of invasion of employee privacy. In the event of disconnection from any device, the manager is also notified and can immediately request reconnection, ensuring continuity of monitoring.

Read also: Turn data into decisions with the help of WhatsApp

Subsequently, the contents undergo a technical analysis on the platform itself, making it possible to issue reports and extract performance metrics for operators, campaign performance, productivity, among others.

In addition to this data qualification, Zapper also has a conversational intelligence solution capable of identifying emerging sentiments in conversations. This functionality reveals precious information about consumer behavior, purchase intention, and fosters business intelligence with necessary insights to design new strategies.

All these resources gathered on the same platform promote a more secure communication via WhatsApp, in compliance with the company's rules and existing legislation, which avoids legal problems, reputational damage to the brand, and loss of credibility in the market. More than just taking advantage of the conveniences of WhatsApp, it is essential to use it strategically so that it works in favor of your business.

Click here to schedule a demonstration of the tool.