SMS Archiving 101: Why, When, and How to Save Your Text Messages

Texting is essential for modern business, but it also comes with risks. Have you considered archiving your SMS messages? And if so, how do you know if you’re doing it correctly?

SMS archiving isn't just about ticking compliance boxes; it's also about protecting your business, gaining valuable insights, and making smarter decisions.

What is SMS Archiving?

SMS archiving is the secure, organized storage of text messages sent and received by your business - essentially a digital filing cabinet with folders of all your conversations.?

Ideally, you’re using a system that categorizes, provides easy access, and allows you to retain all required data.?

SMS has become a core communication channel, which makes archiving, for some businesses and industries, a requirement.?

Why Do You Need to Archive Text Messages?

Archiving is a common practice among many businesses with compliance policies, but the benefits extend beyond regulatory requirements.?

Mitigate Risks

Unfortunately, disputes happen. However, when they do, it’s so much easier to handle when you have a saved record of conversations. This could either remove you from getting involved in something you didn’t participate in or protect you from a legal situation. Additionally, it also helps resolve customer complaints fairly.?

Documentation and eDiscovery features and tools make it easy to locate relevant data, which ultimately saves you time and money, especially if in the midst of a litigation.?

While having a safe space for storage is important, the ability to monitor and set alerts makes it easier to act proactively ahead of potential compliance concerns or data breaches.

Improved Business Decisions

Take a look through any customer communication you currently have saved somewhere - an email thread or maybe notes from a phone call. You’ll find so many customer insights hiding. Archived messages are another way of learning about your customer.

• Optimize Marketing: discover the ideal time to send messages, which campaigns performed the best, and identify where to personalize communication.
• Customer Experience: What are common questions and pain points that are frequently asked or addressed? Create self-serve resources or provide easily accessible options for support.?

Greater Data Security

Innovative SMS archiving solutions do a lot more than simply capture data these days. For instance, if you’re using Global Relay text archiving tools, you can set up proactive alerts and monitoring solutions that inform you when compliance risks emerge in your strategy.?

Some solutions will include customizable monitoring settings that will alert business leaders to specific keywords and phrases used in communications. This is a good way to ensure you know when messages contain sensitive data that needs to be secured in a specific way.?

Training and Employee Development

Another way archived text messages can benefit your business is by giving you the insights you need to better train and develop your team members.

• Make a list of best practices for customer interaction.
• Identify opportune moments for upselling techniques or message strategies.
• Find places to automate for better efficiency.

How to Archive Text Messages

First of all, are you using the right tool? Manual cut and paste won’t work. You need an easier method to capture, save, and manage your conversations.

Key Features to Consider

• eDiscovery and Search: Can you quickly find a specific message that’s needed for an audit or legal proceeding? And if so, what’s the process?
• Storage Security: Ideally data should be encrypted at rest and in transit. Additionally, ensure secure access controls are available, like multifactor authentication.?
• Innovative Technology: Some of the latest text message archiving solutions include innovative new technology, such as AI-powered messaging.
• Flexible Integrations: Does the solution work with your existing messaging platform and other communication tools??
• Scalability: If you’re expecting your business to expand, then you need an answer that will grow with you.

Unlock the Benefits of Archived Text Messages with Clerk Chat

From protecting against legal risks to fueling data-driven growth, the benefits of SMS archiving are undeniable.

Clerk Chat makes SMS archiving effortless. Our platform offers seamless integrations with leading archiving solutions, options to download CSV files of conversations, and robust security measures.

Don’t leave your business vulnerable. Experience the peace of mind that comes with compliant and secure SMS archiving.