Instant messaging is the most intimate way of digital communication – not only between family, friends and colleagues, but also between companies, brands and their customers or clients. Market communication is increasingly accepting messages as a more direct and effective way for companies and brands to communicate with their customers, but even so – some brands remain indecisive. In this regard, two questions arise as to the main ones: “Can companies trust messaging applications as a secure means of sending sensitive information?” And “What exactly are the steps an messaging application takes to make sure brand messages are secure?” “
Messages lead to the future: entering a new era of communication with clients
Whenever new technology appears – or existing technology is used in a new and innovative way – there is an immediate fear of misuse and “leakage” of users’ personal data. To dispel that fear, it would be useful to use the example of how technology has revolutionized the banking sector in recent years, and how it has relentlessly improved the relationship between the bank and the client.
In the past, any action in a bank involving sensitive financial or personal data involved a long and exhausting process. Clients would have to collect various documents proving their identity, go to the local branch and spend hours waiting in line. Mobile technology has drastically improved that process. All you need now is to have a phone to open or close an account, send money, change payments and do anything with the bank. Both businesses and consumers welcome this change. Now we take it for granted, but when that service first appeared, many looked at mobile banking with suspicion – considering it unsafe. The same goes for messaging apps today. Just like for mobile banking, apps like Viber, Whatsapp and Facebook Messenger provide a whole new way for brands to communicate with customers.
If you are looking for the highest possible security from a messaging application, you need one that meets certain security requirements.
- Complete end-to-end encryption
Having full encryption is the golden rule when it comes to security. This means that the messages are encrypted (ie combined into unintelligible code that hackers cannot decrypt) in the sender’s device before being forwarded. Then, the messages return to a text form that can only be read when they arrive at the recipient’s device. That way, even if the hackers intercept the message – they won’t be able to read it.
Full communication encryption primarily refers to private chats among users. For businesses that want to send messages to customers, the closest thing to that is encryption in transit.
- Encryption in transit
Encryption in transit is used when messages are not sent by an individual, but are sent via the brand platform via the API (interface) protocol. As soon as the message is sent (or “in transit”) it will be encrypted, and will become decrypted only when it reaches the back-end system
messaging applications. In the back-end, the message is re-encrypted before being sent to the user or service.
Encryption in transit provides an extremely high level of protection to brands that can rest easy knowing that their messages are safe from hacker attacks.
- Messages are not stored on servers
Messages can be incomparably more secure than e-mail, because messages are not stored on the servers of the messaging application provider. As an example – in the case of e-mail programs, they are stored on the providers’ servers. Therefore, there is a risk that your email provider will allow other companies to read your emails in order to optimize the placement of targeted ads. A trusted messaging application must not include such abuse of privacy.
Wondering how to decide which is the most secure messaging app? It simply must have HTTPS, which in English is abbreviated to Hyper Text Transfer Protocol Secure. In practice, this means a secure connection between the partner protocol and the system used by the messaging application, and represents another level of security that will protect every message the brand sends to its customers.
- “White IP List” of partners
A quality messaging application should also have a way of checking the arrival of business messages to the desired recipient, as well as providing a guarantee that they are sent from the right source – and not from fraudsters who pretend to be a given brand or company. This is done by using the so-called. IP whitelist limitations.
In practice, this means that the messaging application provider only accepts messages from external partners with a defined IP (IP, internet protocol) address. These IP addresses are tested and accepted, verified and assigned to the messaging application provider’s system. That way, if the message appears to be from a partner brand and was actually sent from a different IP address, the provider will reject it and will not send the message to users.
Now that you know what security measures a messaging app should provide you with, you need to think about your business priorities, and how you will use the messages to achieve your business goals.
A proven message arrives: how messaging apps have far surpassed email marketing
For many companies and services – and especially banks and other financial institutions – security and the time it takes to deliver a message are the most important factors when choosing to communicate with customers. They want to deliver the message in the safest and most convenient way for the clients, but also in the way that is the most cost-effective.
From all these aspects, messaging applications are flawless. Through them, sending messages can be cheaper than traditional SMS messages, and messages in applications for their exchange are opened much more often than e-mails. According to recent research, such messages are read in 75 percent of cases, which is over 45 times more than emails and almost three times more than reading. “push”Notification. Also, in messaging applications, it is possible to use more characters (letters) than in an SMS message – in some cases up to 1,000, compared to only 160 allowed SMS.
Although messaging apps are a great choice for communicating with customers, they may still be cautious when it comes to getting your brand’s messages that way. Let’s go through some of their worries and see how you can solve them.
Client in the first place: banish their fears, communicate more
Message security is what worries most customers. As long as you choose a messaging app with the above features, and clearly present those features and bring them closer to consumers, it will eliminate their concerns.
Another big concern of users is whether the entity they are communicating with is actually that brand, and not someone who just presents themselves that way? Some messaging applications have several measures to determine this: for example, the sender of the message will be displayed by company name, not just a phone number. Also, the sender will have a full profile full of information about the company, such as the official logo, address, and phone number if the user wants to call them. In addition, the blue punctuation mark next to their name indicates that the brand has been verified by the messaging app as an official partner brand.
Finally, users don’t have to worry about whether messages will be confidential when they arrive on their device. This is because the most secure messaging applications do not display the content of the message when the screen is locked – instead, all the user sees at that moment is “one new message”. To read the message, the user must first unlock the phone and then enter the messaging application.
The bottom line is to instill confidence in users to use messages in such a way. Once that happens, we are sure that they will accept messages as a means of communication with brands, a means that is fast, safe and comfortable for both parties.
Source: Personal magazin by feedproxy.google.com.
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