5 Questions to Ask Choosing a Secure Messaging Platform

5 Questions to Ask Choosing a Secure Messaging Platform

Finding the best secure messaging platform is a challenge for organizations as more workers use their own personal digital devices for work. This is a major choice if your call center serves the healthcare sector. Making the wrong platform choice can be expensive for your company and for your customers.

Here are five questions to ask when choosing a secure messaging platform to make this crucial decision a little bit simpler.

1. Is the platform HIPAA compliant, for starters?

The HIPAA compliance of the platform is one of the most crucial questions to ask when selecting a secure messaging solution. Protected health information (PHI) for clients must follow HIPAA regulations to remain secure and private. The majority of SMS communications, in actuality, do not adhere to HIPAA's standards. Your messaging platform should have the following features, among others:

  • Encryption from end to end

  • settings for a special passcode and password

  • Off-device PHI storage

  • capability of remotely shutting down a stolen or lost device

  • Sensitive client data breaches may occur if HIPAA requirements are not met. Costly fines may also result from it.

2. How quickly and effectively does technology work?

The improved speed and efficiency of communications is one of the main benefits of using mobile devices and person-to-person digital communication. Even though they are generally secure, some professionals still use outdated pager technology, which makes communication difficult. Therefore, call centers should take the technology's efficiency into account when choosing a secure messaging platform. The following are some characteristics of a superior messaging platform:

  • Platform settings that automatically keep personal and business messages apart

  • two-way communication that is seamless

  • ability to safely attach files to messages, including images, videos, and audio recordings

  • A simple way to find out who is currently on call

3. How user-friendly is the platform?

The platform's simplicity of use is connected to its effectiveness. People typically feel most at ease using their own devices, which is one of the main reasons that many organizations are moving toward a Bring Your Own Device (BYOD) policy for their organizations. As a result, implementing a person-to-person messaging policy has a low learning curve.

Businesses will need a simple-to-implement secure messaging platform. Organizations should take into account the range of supported devices when choosing a secure messaging platform. For instance, will the platform be compatible with iOS and Android? Organizations should take coverage into account when selecting a platform. A top-notch platform will combine 3G, 4G, and wi-fi network.

4. How comprehensive is the platform's audit trail?

A thorough, useful audit trail is a real advantage of a high-quality secure message platform. Organizations should consider the audit trail features provided by the potential platform when making their decision. An exact timestamp of a message's delivery, reading, completion, and deletion will be provided by the best platforms.

When choosing a secure messaging platform, a complete, accurate audit trail is a crucial feature to take into account because it can support accountability and PHI security.

5. How reliable are the administrative tools on the platform?

Every organization has different messaging requirements, so it's crucial that the chosen platform can be modified to fit the particular context. Consideration should be given to robust, effective administrative tools when selecting a secure messaging platform. A superior messaging platform will contain a variety of administrative tools, such as:

  • complete command over user access

  • complete contact and group management

  • When selecting passcode and password security, there are varying levels of complexity.

  • having access to a thorough audit of message history

  • Accessible archiving

  • Administrators will struggle without these tools, which may lead to security and productivity gaps.