Is WhatsApp safe for use in after-sales service?

1. WhatsApp security guarantees

WhatsApp is based on Signal Protocol, recognized as one of the world’s most secure encryption systems.

Since 2016, all conversations (messages, calls, attachments, groups) are end-to-end encrypted: only the sender and recipient can read the message, neither Meta nor WhatsApp have access to it.

According to WhatsApp, more than 2 billion users now benefit from this enhanced encryption.

Other WhatsApp highlights :

• Two-step verification (2FA)
• Automatic fraud detection
• Proactive alerts on suspicious activity
• Advanced privacy settings

2. RGPD compliance and B2B strategy

WhatsApp’s business platform is fully RGPD compliant.

Meta has enhanced the transparency of its Cloud API, documented to SOC 2 and CSA standards, with regionalized hosting and access control.

Above all, WhatsApp is clearly demonstrating its B2B strategy: to offer a secure messaging solution that is open to integration with business tools.

A development that has convinced many players in the e-commerce, logistics and customer service sectors.

In 2025, WhatsApp introduced two major innovations:

• Advanced Chat Privacyallows you to limit chat exports and media downloads
• Private ProcessingIA “zero-read” processing, where even Meta has no access to content

These developments confirm WhatsApp’s strategy: to become a secure B2B messenger, respectful of privacy and RGPD compliance.

3. WhatsApp in the context of customer support and after-sales service

Customers want fast, simple and personalized answers.

Forget forms or unanswered e-mails: WhatsApp has become the number 1 reflex for contacting customer service.

For businesses, WhatsApp offers many advantages.

It’s a channel already mastered by customers all over the world, present on every smartphone and used on a daily basis.

Its instantaneous, visual format enables photos, videos or voice messages to be exchanged in real time, facilitating diagnosis and speeding up problem resolution.

The result: greater customer satisfaction and more human, more direct exchanges, without the slowness of e-mail or online forms.

But this simplicity also conceals major challenges for companies.

If left unchecked, the use of WhatsApp can quickly become a source of chaos:

Exchanges are scattered over several individual numbers, conversations are not centralized, and valuable information for monitoring or analysis is lost.

Without a centralization and supervision tool, it becomes difficult to ensure complete traceability of exchanges or guarantee RGPD compliance of customer data.

All in all, WhatsApp offers tremendous proximity to the customer… but needs to be professionally structured to be used serenely in a support or after-sales service context.

Limits for professional use

Even with advanced encryption, WhatsApp has technical and organizational constraints.

Here are the main points to be aware of:

• Metadata (time, number, device, frequency) can be collected for traffic analysis. They do not contain sensitive content, but must be managed in compliance with the RGPD.
• Security on the corporate side: once a message has been received via WhatsApp Business, its storage and retrieval depend on your own infrastructure.
• Human error: sharing access codes, phishing, unofficial versions… vigilance is essential.
• By conversing with WhatsApp, customers can retrieve employee phone numbers and contacts directly afterwards, outside any process, and sometimes outside office hours. process, and sometimes outside office hours.
• Certain sensitive environments (defense, public sector) require sovereign messaging, but for after-sales, industrial or commercial use, WhatsApp offers sufficient guarantees.

WhatsApp is secure by nature, but it is the company that must guarantee a compliant and traceable operating framework.

4. FIXEE: the security and performance partner for customer support on WhatsApp

This is where FIXEE comes into its own.

FIXEE doesn’t replace WhatsApp, it frames it, professionalizes it and secures it in a customer support environment.

FIXEE transforms WhatsApp into a professional after-sales tool.

FIXEE, the business solution for WhatsApp

Thanks to its native integration with the WhatsApp Business API, FIXEE enables companies to :

• Centralize all customer exchanges in a single interface

• Ensure complete traceability of conversations, interventions and tickets

• Ensuring RGPD compliance with 100% European hosting

• Control access by roles and user profiles

• Ensuring the confidentiality of employees’ cell phone numbers

• Enhance brand image with an intimate presence in conversations with customers.

• Secure end-to-end data flows and backups

Every message, every intervention, every video-assistance is centralized, traced and logged.

Result:

• Your teams work seamlessly and instantaneously in a unified, secure environment.

• Your customers are happy to interact with a tool they know perfectly well.

• Your company gains notoriety.

FIXEE goes far beyond a simple channel WhatsApp professional.

It’s a platform dedicated to customer support, integrating :

• Askia Client, a multilingual AI chatbot capable of handling level 1 support 24/7

• a chat-native ticketing system

• integrated video assistance

• Instant translation in over 100 languages

• Askia Hotliner, an AI assistant for capitalizing on and dynamically exploiting internal knowledge

In this way, every WhatsApp conversation becomes exploitable, traceable and secure data.

Your technicians become more efficient, your customers more responsive, and your company more compliant.

By combining the power of WhatsApp with the security of FIXEE, you get a complete solution: immediacy for the customer, security for the company, efficiency for support.