Security and online privacy are an unavoidable part of the public conversation now, thanks to the proliferation of email hacks in recent months and subsequent revelations regarding the NSA's surveillance program. Users of any kind of communication system have more reason to be wary about how and with whom they share their information. This doesn't make text messaging services any less desirable or important in appealing to customers, but it does mean that companies can use an emphasis on confidentiality and good practices to ensure customers their data is safe.
One easy way to address this might be to follow in the footsteps of some major technology companies and issue a statement explaining a business' philosophy surrounding this important subject. Facebook, Microsoft and Apple have all taken steps on this front, with the latter recently outlining its thoughts in a post entitled "Apple's Commitment to Customer Privacy."
In it, the company not only denies involvement with unauthorized recording of U.S. data for the government, but insists that there is no way it could read user information even if it wanted to.
"There are certain categories of information which we do not provide to law enforcement or any other group because we choose not to retain it," the statement reads. "For example, conversations which take place over iMessage and FaceTime are protected by end-to-end encryption so no one but the sender and receiver can see or read them."
While the interactions between customers and company text messaging services may be relatively benign, assuring users of their security is vital to customer loyalty and may make these consumers more likely to use other online customer services from the same organization.