Is WhatsApp safe for the workplace

An estimated 3 billion people now use WhatsApp worldwide, making it one of the most popular messaging apps around.

With a user-friendly interface, end-to-end encryption, and the ability to send text messages, voice notes, images and videos, it’s easy to see why it’s caught on.

Its rising popularity hasn’t gone unnoticed by businesses either, with WhatsApp numbers increasingly being introduced as a core way for potential and existing customers to get in touch.

But it isn’t all positive. Many high-profile businesses have started banning the use of WhatsApp on work devices and for work-related communication, especially within the financial sector.

So, what are the benefits and the risks of using the app? Here, we’ve taken a closer look at how businesses are integrating WhatsApp and what teams need to think about when it comes to its use.

 

WhatsApp as a customer service and sales tool

Many businesses across various industries have already successfully integrated WhatsApp within their communication strategies.

For instance, e-commerce platforms might use WhatsApp to send order confirmations, shipping updates, and customer feedback requests. While service-based businesses, such as travel agencies and healthcare providers, could use it as an appointment scheduling and customer support tool.

According to recent statistics, WhatsApp Business has over 200 million monthly active users1. Companies using WhatsApp Business API have reported a 225% faster customer service response time and a 27% increase in sales1. These numbers highlight the effectiveness of WhatsApp as a business communication tool.

 

The benefits of WhatsApp for customer communication

The ability for WhatsApp to provide a direct and personal way to engage with customers, has made it an ideal tool for customer service, marketing, and sales teams alike. The trend for its use reflects the evolving landscape of customer communication, where there is an increasing demand for instant, personalised interaction.

Here are some of the benefits of offering a company WhatsApp number:

 

  1. Enhanced customer engagement: WhatsApp allows businesses to interact with customers in real-time, providing quick responses to queries and support requests. This can significantly enhance customer satisfaction and loyalty.
  2. Personalised communication: Unlike traditional company emails or phone calls, WhatsApp enables more personalised interactions. Businesses can send tailored messages, updates, and offers directly to customers, fostering a closer relationship.
  3. Cost effective: For small businesses, WhatsApp is a cost-effective communication tool. It can reduce the need for expensive call centres and allows businesses to manage customer interactions more efficiently.
  4. Global reach: WhatsApp’s widespread use across different countries makes it an excellent tool for businesses with an international customer base too. It can help bridge the communication gap and ensures that businesses reach their customers wherever they are.
  5. Media sharing capabilities: Businesses can share images, videos, documents, and location details through WhatsApp. This feature is particularly useful for providing detailed product information, troubleshooting guides, and promotional content.

 

WhatsApp and workplace communication

It’s not just customer service channels where the use of WhatsApp is creeping into the workplace.  As a tool used by so many people in their personal lives, it’s naturally started spilling over into the workplace too.

However, reports about companies banning the app on company devices has reignited concerns regarding its use in the work environment.

For example, the financial services industry is one sector that’s looking to crack down on its use. NatWest Group recently announced it has blocked messaging services WhatsApp, Facebook Messenger and Skype on company devices in the UK to stop staff using them to communicate with each other. The move was driven by concerns over data privacy and the inability to monitor and retrieve messages for compliance purposes.

Banks in the US have also been handed fines worth more than $2.8bn (£2.18bn) over the past few years over record-keeping rules – with workers unable to retrieve old messages from some messaging services.

It has been reported that UK banking regulator, the Financial Conduct Authority (FCA), is also considering a probe into how bank workers use messaging services following a fine issued by energy regulator Ofgem to Morgan Stanley over calls made on private phones over WhatsApp.

 

What are the risks associated with using WhatsApp for work?

For small businesses, WhatsApp can offer a cost-effective way to stay connected with employees, clients, and partners. However, the very features that make WhatsApp so appealing can also pose a risk.

 

Data Privacy and Security

WhatsApp’s end-to-end encryption is excellent for personal privacy but can be problematic for businesses needing to monitor communications for compliance. Sensitive information shared over WhatsApp can be difficult to track and retrieve if needed for legal or regulatory reasons.

Legal Implications

Messages sent via WhatsApp can be used as evidence in legal proceedings. There have been cases where employees faced legal trouble over inappropriate messages sent through the app. This risk extends to employers, who could be held liable for discriminatory or offensive content shared by their staff.

Professionalism

Maintaining a professional tone in WhatsApp chats can be more challenging. The informal nature of the app can lead to casual conversations that might not be appropriate in a business context. This can blur the lines between personal and professional communication, leading to potential misunderstandings and conflicts.

 

Best Practice for Small Businesses

If you are to allow the use of WhatsApp and other messaging apps for work purposes, then here are some steps you can take to try and reduce any potential risks.

Implement Clear Policies – Establish clear guidelines on the use of WhatsApp for work purposes. Define what types of communication are appropriate and ensure employees understand the risks involved.

Use Approved Channels – Encourage the use of approved communication tools that offer better control and monitoring capabilities. Tools like Microsoft Teams provide robust features for business communication while ensuring data security and compliance.

Training and Awareness – Regularly train employees on the importance of data privacy and the potential risks of using personal messaging apps for work. Awareness programs can help reinforce the need for professionalism and caution in digital communications.

Monitor and Review – Periodically review communication practices and policies to ensure they remain effective and relevant. Stay informed about new developments and potential risks associated with messaging apps.

 

Summary

While WhatsApp offers many benefits for quick and easy communication, its use in the workplace does come with some risk. We would advise small businesses to weigh up the pros and cons and consider what controls may be needed. Or whether limiting employees to the use of approved communication channels only, may be the best option for the company.

 

In need of expert support?

Here at Dragon IS, we work with small and medium sized businesses, helping them with a broad range of issues relating to their IT infrastructure and cybersecurity. For an informal chat about your IT needs, please email info@dragon-is.com or call us on 0330 363 005.

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