Instant Messaging Software & Instant Messenger Services Compared

Definition Instant Messaging: What is Instant Messaging and what are Instant Messaging Services used for?

The term "Instant Messaging" translates to "Instant Message Transmission" in English. This refers to messages that are sent in real time over the internet or an internal network between two or more people. This is executed via so-called instant messaging services, also known as instant messaging apps, instant messaging platforms, instant messaging software or instant messaging tools. Such applications can essentially be split into private instant messengers and instant messaging for business. The basic functions are similar in both areas. However, a business messaging platform generally focuses more on business-typical processes or offers relevant features, such as collaboration tools, appointment reminders, and integration possibilities with other important business software. Instant messenger services can form an important interface for digitally optimized processes within companies. For example, they can be switched for very direct communication between other digital tools and their task areas, thus enabling uncomplicated exchange during relevant processes. Without instant messaging or in the past, an email would likely have been needed, or employees would have had to convene a meeting. With instant messaging, media breaks in business communication can be reduced, time can be saved, and remote collaboration can be carried out ideally.

How do Instant Messaging Services work?

Instant messengers enable the fast or direct sending of messages between two people or even groups of people. The basic condition for relevant messages to arrive is an existing connection via the internet or at least via an internal network. If a recipient is offline, a message is stored on the server of the instant messaging service. The recipient then receives the message as soon as they are online again. Unlike other message formats, especially SMS or email, instant messaging typically allows those who send messages to see whether these have arrived and been read. To be able to use instant messaging, software for the PC or Mac or an app for the smartphone or tablet is usually required. This is the actual instant messenger service. In addition to the option to compose and send messages, the application almost always combines further features for optimized communication and sometimes also for direct collaboration purposes. Some provider companies also offer a browser version, a so-called web instant messenger, for the use of which downloading the software is not necessarily required. Within the instant messenger service, its users each need to have an account. After registering such an account, they can simply connect - depending on the tool - with friends, family members, colleagues, or even external business partners who have installed the same service and chat with them, exchange files, collaborate etc. An instant messaging service for business often provides interfaces with project management tools, cloud storage, CRM solutions, HR tools, and other important business applications. Communication concerning certain software or relating to processes that take place via these solutions can thus occur immediately. For example, issues relating to certain project steps can be processed directly in the context of project management software. To-dos can also be added or communicated as completed, relevant reminders can be played out, or work can be done directly on individual assets of the project through a collaboration function.

Typical functions of business instant messaging software are as follows.

• Instant messaging: Instant, direct messaging is the main feature of business messenger applications. Users can normally send individual or even group messages. Depending on the responsibility, special groups of users can be formed for certain communication and work areas.
• Status updates: Users can leave a status in their profile to indicate their availability.
• Activity feed: An activity feed informs users about new direct messages or new messages in groups. In some cases, responses to posts are also displayed in this feed.
• Notifications: Business messaging apps offer notifications when users receive direct messages or messages are posted in a group. In addition, users can turn off notifications or set specific permissions for them to prioritize.
• Emojis: Applications in Instant Messaging for Business are also often delivered with emojis. With some software, users can even create their own emojis. Relevant icons also ensure more personal and emotional communication in the business environment.
• Search: A search bar allows users to easily find old messages and important information left there using keywords.
• File sharing and collaboration: One of the main advantages of business messaging is the ability to easily and quickly exchange files or collaborate directly on them. Users can send links to documents hosted in the cloud or attach files stored on a desktop. Some tools can be integrated into cloud storage or special collaboration programs to optimize file sharing and collaboration on them.
• Polls and voting: Business Instant Messaging often offers simple survey and voting functions that allow users to quickly make decisions within the app.
• Conferences: There are increasingly more audio and video conferencing functions in applications for instant messaging in businesses. When users can quickly switch between text-based and audio-based communication, problems in some contexts can simply be solved more promptly and questions answered more efficiently.
• Automatic translation: Some business messaging applications can automatically convert messages from one language to another using translation software.
• Screen sharing: Business messengers with a video conference function often enable screen sharing between conference participants.
• AI assistants: AI assistants are sometimes included in business messaging apps. They guide users to behaviors based on the messages they send. If a user, for example, types to another that they need to meet at a certain date or time, an embedded AI assistant can open the prompt to enter a corresponding appointment in the calendar.

What are the advantages and disadvantages of Instant Messaging Services?

Most modern companies use some sort of instant messaging for business today. No wonder, because the corresponding services offer a multitude of advantages that can make them a supporting pillar of the modern software stack or holistically digitally optimized processes. The central benefits to mention are:

• Speed: Business messaging tools support employees in timely, fast, and uncomplicated communication. Teams can exchange information with each other very directly, thus massively improving collaboration between remote employees in different offices or at home office locations.
• Informal and personal: The email etiquette is notoriously difficult to master in everyday work and can be unnecessary for simple questions among colleagues. With business messaging tools, teams can dispense with overly complex manners and focus on content rather than on the correct crafted tone. Accordingly, informal communication is direct, personal, and effective.
• Mobile: Nearly all business instant messaging products tout a robust, intuitive mobile application that they combine with a desktop offering. In today's business world, employees often need to be reachable anytime, directly, in order to support their colleagues. Mobile instant messengers for businesses are ideal solutions for this, both in the office and on the go.
• Established: Instant messaging feels quite natural for most users by now. They also use corresponding services privately every day. Therefore, instant chat messengers are gladly accepted in a business context, which naturally enables them to play out their other advantages particularly well.

Does instant messaging have any disadvantages at all? Like everything in business and in life beyond that, instant messaging services also mean certain disadvantages or risks. One of the problems that frequently occurs in companies is as follows: As useful as instant messaging software for businesses may be, it is not always the most efficient or most suitable channel in certain situations. Problems can arise when individuals have not clearly differentiated when it is appropriate to use a business messenger instead of an email or another more formal communication channel. Long messages on very important topics that are perhaps still addressed to external business partners are often not appropriate on instant messaging platforms. This potential problem can be avoided by introducing clear guidelines that specify which communication channels are to use in certain situations. Companies should include such statutes in their instant messaging introduction process and provide them in a knowledge database for reference. People who do not use the right channels should be gently reminded to abandon these habits.

How to choose the right Instant Messenger or what should one pay attention to?

Company executives should particularly focus on the following aspects if they want to find the best instant messaging app for their own purposes:

• Communication possibilities: How well does the tool suit communication within the company? Does it allow users to chat only internally or also with external people? Some tools focus on internal communication, while other apps allow both internal and external communication. Before deciding on a solution, this basic question or requirement should be clarified.
• Collaboration: Instant messaging software for businesses is not just about communicating with others. It can - if necessary - also be a platform for collaboration between individual employees or teams. Projects can be driven forward together on it, files can be exchanged or also to-dos can be developed and distributed.
• End-user friendliness: Business instant messaging tools that are too complex slow down the use and acceptance of the respective tool. A program that is easy to use and learn will rather help the company to become more efficient. A complicated tool can quickly become an obstacle, as users spends more time learning its delicacies rather than using it effectively for their work. Ideally, an instant messaging service offers basically good usability conditions and really only the features that are really needed.
• Security: Instant messaging services for businesses must of course be secure. They are often used to discuss and process sensitive plans, projects, and products. Everything that takes place within an instant messaging service must be confidential and protected from the curious eyes of third parties.
• Supported platforms and integrations: The best instant messaging software for businesses is cross-platform, allowing teams to use it regardless of whether they work with Mac, PC, Android or iOS. In addition, the application should be able to connect with exactly those tools that aim for optimized communication and collaboration.
• Pricing: Since most business solutions with a larger range of functions cost money and use a subscription model, a fair pricing plan is of crucial importance when choosing the right instant messaging software. One should ideally not have to pay for components that are not needed. On the other hand, flexibility for expansion should also be taken into account in case the requirements change.
• Look: Even in the workplace, the design of an instant messenger app is important. Users are used to well-designed tools in their private lives and expect the same in their professional lives. Only when companies meet these expectations will the respective application really be accepted and used as desired.

What do Instant Messaging Services cost?

Private instant messaging apps are generally available free of charge. However, with business tools, you often have to pay for certain functions. There are basically three different types of apps for Instant Messaging at Work, which differ in price:

1. Stand-alone software: Many instant messengers for businesses are stand-alone software. In addition to a typical chat function, these instant messaging tools sometimes offer additional features, such as a video conferencing application, audio communication, collaboration tools and more. Depending on the range of products, the price can vary between a few euros and 20 euros or more per month.
2. Embedded software: Instant Messaging is sometimes included as an additional function in other software or larger collaboration suites. Instant messaging functions for businesses are often found in employee intranet software or in applications for virtual workspaces. A comprehensive collaboration suite can quickly cost 50 euros per month or more.
3. Sector-specific solutions: Some instant messaging services have been developed for certain sectors and their special requirements. There are, for example, instant messaging tools for manufacturing or for field service. The market also offers clinical communication and collaboration platforms and other messaging software specifically tailored for organizations in the healthcare sector. Some popular private messengers have meanwhile general business solutions with extended functionality. The more specialized a solution is, the more costs can be expected.