Instant messaging (commonly referred to as IM) is a method of online communication similar to e-mail, except that it is generally faster. Using an IM program such as Windows Messenger, AOL Instant Messenger, or Yahoo Messenger, you can type the message you want to send and the person you send it to can see it almost immediately. That’s good if you want customers to send complaints or suggestions to you in real time. It makes customers feel welcomed when a person responds immediately, especially if your business runs a premium service that has a SLA to deal with.
In regards to the above, I’m seriously wondering why companies are still not jumping onto the Instant Messaging bandwagon. The post called Instant Messaging - Why Businesses Aren't Yet Convinced It's For Them at ITtoolbox Blogs talks more about this.
One of the biggest posing problems that companies would be concerned is the security part. With the advent of so many security devices being deployed or marketed, I find hard to believe there isn’t a good IM security solution around. Here’s some that I have come across :
1. FaceTime Enterprise Edition for IM Logging and Audit
2. Barracuda IM Firewall and Archiving System
Microsoft has a good article on 10 tips for safer instant messaging but its more for the normal consumer user. Businesses in the 21st century need to respond faster to customer’s needs as competition is heating up. Consumers are more knowledgeable nowadays and don’t hesitate to switch vendors when another sweet deal comes up. That’s something to be mindful of and IM could well replace old unnerving emails in the future.
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