WhatsApp Capture
Why a Legal Firm Chose LeapExpert for WhatsApp Capture
For legal firms, the ability to capture WhatsApp communications is increasingly important as clients and partners use messaging apps as part of everyday business conversations. These exchanges can contain the same client, matter and business-critical information as email and other traditional channels, making their capture an important part of compliance, governance and record-keeping.
For our customer, a US-based legal firm with users across the US, Europe and Asia, WhatsApp capture was already an established part of its communication strategy, with TeleMessage in place to capture and archive these conversations.
However, the firm was looking for greater certainty over the future of its communication capture platform, including clearer visibility of the product roadmap. Commercial considerations were also important. With users operating across multiple regions, the firm wanted a more consistent global commercial model that would make costs easier to understand, predict and budget for.
These factors prompted the firm to evaluate alternatives to TeleMessage, with the aim of finding a platform that could continue to meet its established WhatsApp capture requirements while providing greater confidence for future planning.
Finding a TeleMessage Replacement
After evaluating its options, the firm selected LeapXpert, supported by Microsoft partner, Essential Computing, to provide its WhatsApp capture and archiving capabilities.
LeapXpert provides a consistent approach to capturing WhatsApp communications, with the ability to send WhatsApp message from Teams as well as mobile devices, and with enhancements to the product being made all the time.
It also offered a commercial model that worked well for the firm’s global presence, providing greater predictability when budgeting and planning for future requirements.
By working with Essential, the firm will also benefit from having a partner to manage onboarding and provide ongoing support for LeapXpert, helping to ensure the service is deployed effectively and continues to meet its requirements.
Bringing WhatsApp into Microsoft Teams
Beyond capture and archiving, LeapXpert also provides the ability to bring WhatsApp messaging into Microsoft Teams, enabling users to send and receive WhatsApp messages from within a familiar business environment.
For legal firms, this is particularly valuable.
- It means partners can communicate with clients using a channel they increasingly prefer, without WhatsApp conversations having to sit outside the firm’s day-to-day business environment.
- It also means firms can maintain greater visibility and control over conversations, and ensuring that relevant communications can be captured for compliance, governance and record-keeping purposes.
As WhatsApp and other messaging platforms become an increasingly established part of client communication, the ability to combine the convenience of these channels with appropriate organisational oversight will be an important part of a legal firm’s wider communication strategy.
