Appurity: Law firms – Don’t restrict WhatsApp, Enable It
Organisations use VoxSmart Capture and Surveillance technology to effectively manage their global risk and compliance requirements. VoxSmart works closely with Appurity to secure legal firm’s communications and ensure compliance.
The emergence of messaging apps, especially WhatsApp, for business use is now widespread. Its popularity for personal use has certainly caught on in the workplace, perhaps given a boost with the amount of remote working that COVID brought about.
Our own data reveals some eye-opening stats. On average, we capture just under 10 million WhatsApp messages per month. Over the course of 2021, we captured well over 120 million WhatsApp messages. Even Gartner is predicting that by 2025, 75% of conversations at work will be recorded and analysed.
The legal sector has been no different.
Fee earners and partners from firms of all shapes and sizes, use WhatsApp to communicate with their clients. Hardly surprising when you think about it – clients want to be reached in a way that suits them using a method of communication that they are comfortable with.
Rather than restricting WhatsApp access – firms need to enable it. Here’s why.
Tracking Billable Hours
Keeping a track of billable hours is clearly critical for any firm. Hundreds of hours of work are lost and unaccounted for when firms communicate with clients over mobile. The hybrid working model means that employees are now using mobile more frequently to do business remotely – this can potentially lead to the risk of loss of earnings if not correctly managed. Firms can refer to calls, WhatsApps and SMS communications and ensure time spent on communications with clients over mobile is accounted for on the timesheet.
Dispute Resolution
In the event of a dispute with a client, firms can refer and account for all communications had with clients, leaving no room for dispute. Using the right WhatsApp capture solution means that any instant message content is captured in real-time and available for retrieval in full conversational context – critical for any dispute resolution process. Recording messages via a mobile capture app is particularly apt for legal firms. Being able to account for business conversations that can be swiftly and easily retrieved, takes the headache out of the administrative side of any resolution, not forgetting its role in compliance.
Remote Working
The turbulence from COVID is still being felt in many workforces. With many firms adopting a hybrid working model, solicitors are now using mobile more frequently to work on their caseloads. It is essential therefore that client data is protected and remains confidential when using any mobile channels such as WhatsApp. With the increased use of mobile as a secure communication tool, firms need to be confident that all communications are being accounted for. With the correct solution, firms can use WhatsApp data to monitor productivity which is clearly a challenge when so many people no longer work in an office environment. And critically, for a sector that deals with highly sensitive client information, the tracking of WhatsApp communications gives you full accountability of client data.
Modern workflows
In the digital age and flexible working environments it is essential for firms to have a modern approach to working. By using a messaging service such as WhatsApp, your firm is unlocking the ability for employees to use mobile channels while maintaining an expected level of security by monitoring previously restricted channels. With mobile fast becoming the main driver for digital transformation for many firms in the legal sector, messaging services such as WhatsApp offer end-user privacy and adherence to data and compliance laws.
It is clear that the end-to-end encryption embodied by the likes of WhatsApp has much to offer firms as they continue their digital journey and adapt to new working models. Choosing a solution that helps your firm bring the best out of WhatsApp can only pay dividends in the long run.