In our previous article, we have talked about some myths that need to be considered when companies or individuals decide to build their own messaging app. However, have you ever wondered why some companies choose to do so? The simple answer is that building our own messaging app allows more flexibility and customisation to a very common function; it becomes more than just a messaging app.
As a chat technology expert, we have spent years handling many clients with their various needs. Basically, all clients find the need to have a chat feature simply as a tool to communicate with others. But, as their business grows, this need usually expands beyond that. For instance, businesses need to not just chat with their customers but may also need to send their customers an invoice, product info, and many more.
Besides features, we have listed down other important points why many companies choose to have their own messaging app:
Data security and ownership
Since the emergence of the digital era, data security has been the centre of the perpetual debate especially for companies that consider their private data as part of their assets. For instance, in the banking and financial Industries, a loose system in cybersecurity will result in devastating outcomes if the data is leaked. Therefore, building a native messaging app becomes more important especially in Indonesia, where there exists a regulation that is binded on companies to store their data locally.
Automate processes using chat
Building up a native messaging app or equipping companies’ existing app with chat features will ultimately enable companies to automate processes only by using chat. For instance, in the case of JTrust Bank, by leveraging the Foreign Exchange chatbot, they can finally reduce the number of manual and time-consuming calls from more than 200 calls a day to only 5 or 6 calls daily.
Moreover, the implementations of chatbot has become wider than just using it solely for customer service. We can use it to automate other business processes such as enacting assessment such as requesting for a loan or insurance program, ticketing and flight information for travel companies, goods delivery updates, and so on.
Extendability to existing system via APIs
Messaging systems have evolved to become versatile such that it can now even smoothen up business processes including extending an HR system to conduct Employee Self Service. We can also request personal employee information such as leaving permits, attendance, or health-care insurance all under one messaging app.
Enhance accessibility to back-end data/information
We can take a look at Menjangan Sakti’s case study for this point. Menjangan Sakti is a company which was started to focus the business on trading raw materials for the pharmaceutical industry. They decided to build an internal messaging system in order to simplify communications between employees and to centralize the data, delivering higher efficiency in the process. Previously, they coordinated data manually using Excel sheets, and this proved to be tedious and inefficient. Later on, after the integration of the messaging feature with Artificial Intelligence (AI) and back-end systems, the coordination of the data could now be done instantly and in real-time, enhancing its efficiency to another level.
Adding ’employee engagement’ features
Messaging apps may not be applicable to all processes, but certainly accessing many things through chatting is not impossible, as the core interaction between human beings is through communication. One example of a phenomenal use of a native messaging app is to enhance employee engagement. For instance, in the case of Telkom Indonesia, Kiwari, the name of their native messaging app, was built to make room for their employees to connect with one other, helping them to increase employee’s engagement to an unprecedented level.
Having an official account for employee feedback and including a broadcast feature could help companies ensure every information is reached by all the targeted audiences (namely employees), making all delivery of information more seamless ras compared to when email or phone calls are being used. Another example is by Integrating the HR directory of the enterprise to enable employees to view limited information about their colleagues, such as profiles, roles and job descriptions. (This gives them the ability to instantly reach out to other employees, forming chat groups for inter-department collaborations, or forming interest-based groups for better engagement, which will eventually enhance employees’ sense of belonging.
These are surely compelling reasons as to why companies should have their own messaging apps. However, before contemplating the pros and cons of building up a native app, companies should be sure about which factors would matter the most, as different conditions require different attention. If you would like to know more about building a messaging app and other alternatives available, Qiscus can help you to gain more insights. Drop us a note at www.qiscus.com or you can read our white paper and see what we can offer you.