Encryption in Messaging: How Secure Channels Can Benefit Your Brand

As social messaging continues to become the predominant form of communication in our lives, the need for greater online privacy and data security has increased. The seemingly never ending flow […]

As social messaging continues to become the predominant form of communication in our lives, the need for greater online privacy and data security has increased. The seemingly never ending flow of data breaches has heightened the need to strengthen online privacy and protect sensitive information. Communication channels with end-to-end encryption are tools that businesses can utilize to safeguard the security of their customers.

Social media giants have begun to understand the importance of encryption, and many have implemented it within their messaging tools. Last spring, Meta Platforms, Inc. (previously Facebook, Inc.) pushed ahead with plans to include default end-to-end encryption in all of its messaging solutions, including Facebook Messenger and Instagram Direct. The company’s popular messaging app, WhatsApp, already had default encryption features, ensuring private messages, videos, and photos were only seen by the sender and receiver. This feature extends to WhatsApp Business Messaging as well.

Another popular social messaging app, Viber, also provides robust end-to-end encryption to its users. While using Viber, both one-on-one and group chats are end-to-end encrypted.

With so many businesses embracing the power of omnichannel messaging communications across platforms such as Facebook, Instagram, and WhatsApp, it’s critical to keep your customers safe during interactions and engagements that warrant extra care.

What is encrypted messaging?

Encryption is the process of encoding messages to ensure only the intended recipient(s) can view them. Though it might seem like modern technology, encryption dates back to the days of Ancient Rome when Julius Caesar supposedly used it to secure crucial military messages.

Encryption plays an essential role in consumer privacy. It ensures that sensitive information is hidden from the prying eyes of outsiders, including potential hackers. This security helps to keep a customer’s private data, such as banking information or personal information, safe from cybercriminals.

Why should your business encrypt messages?

Simply put, consumers value privacy and protection. Encryption ensures both.

Information is one of the most valuable assets a customer owns. To earn customer trust, it’s in a brands best interest to do everything in its power to guarantee that this data is protected.  

A lack of security can lead to a substantial loss of customer trust and brand reputation. 39% of consumers lost confidence in a business because of a data breach. Offering an encrypted channel for sensitive customer communications could prevent over a third of customers losing faith in your company!

The bottom line is that encrypted messages could protect your customer’s privacy and save your business from significant customer churn, lawsuits, hefty fines, and more.

How does encryption boost your brand’s success?

In addition to safeguarding your business from potential threats, offering encrypted messaging channels will foster consumer trust and loyalty. Letting your customers know that your business goes above and beyond to secure their private information shows that your brand is responsible and reputable.

When a customer trusts a company, they are more likely to purchase. Eight out of 10 Americans are more likely to do business with a brand they trust. 

By cultivating trust through encrypted messages, you can boost sales and retain loyal, long-term customers.

The bottom line: include encrypted channels in the mix

In the modern always-online world, security is essential. If you want to securely meet your customers where they are, an omnichannel communication strategy with encrypted channel options – when needed –  is the way to go.

Contact us to learn more.