WhatsApp alternatives for companies and public sector organisations: What to look for when choosing

WhatsApp alternatives for businesses: the 10 key selection criteria

1. Hosting, data control and regulatory compliance

Check which operating models a provider supports: public cloud, private cloud or on-premises. Clarify where data is processed and stored, who has administrative access and what contractual terms apply. No single hosting model is automatically the best for every organisation. The decisive factors are security requirements, operational costs, procurement rules and existing infrastructure.

When it comes to cloud services, ask specifically about regulatory requirements rather than relying on buzzwords. Under Article 28 of the GDPR, you need a data processing agreement that discloses any sub-processors. If data is processed outside the EU or if a provider is part of a US group, the rules on transfers to third countries under Article 44 et seq. of the GDPR and the issue of the CLOUD Act apply.

In Germany, the BSI’s C5 criteria catalogue has become established as the standard for demonstrating a cloud service’s security. A C5 certificate confirms that a cloud service has been assessed in accordance with this catalogue. For organisations falling within the scope of NIS-2, Article 21 of the Directive also explicitly lists secure voice, video and text communications, as well as secure emergency communication systems where applicable, as required measures.

2. Suitability for everyday use and introduction

WhatsApp has set the benchmark for what people expect from a messaging app. If the alternative is more cumbersome, staff will keep using their personal mobile phones, and shadow IT will persist. Usability is therefore a security criterion, not merely a matter of convenience.

Assess mobile and desktop applications with the same range of features, including synchronised chats across all devices, group and distribution list functions, and the ability to share photos, files and voice messages. Test usability under real-world conditions, including whilst wearing gloves, during shift changes or when network coverage is poor. Also factor in the implementation costs: training, responsibilities and communication with staff are all part of the selection process.

3. Centralised administration and user lifecycle

The organisation must be able to track at all times who has access and which rights or group memberships have been assigned. Check how new staff members can be invited, how changes in roles are managed, and how access can be revoked immediately upon leaving the organisation. It should be possible to manage groups and distribution lists centrally, not just by individual users. Larger organisations with multiple subsidiaries or sites should also consider whether individual units can be managed separately.

4. Identities and registration

Clarify how user accounts are created and authenticated. Is it possible to use business identities without using personal telephone numbers as identifiers? Can an existing directory be integrated? What procedures are in place for single sign-on and multi-factor authentication?

5. Device management and Bring Your Own Device (BYOD)

If employees use their own smartphones, clearly separate business and personal use. Check for support for Mobile Device Management (MDM) and Enterprise Mobility Management, app configuration, access restrictions and procedures for dealing with lost devices.

BYOD is not a reason for exclusion. Whether it is suitable depends on security requirements, device configuration and internal policies.

6. Safety and evidence

Compare specific measures rather than buzzwords: encryption during transmission and at rest, privacy by design and by default, protection of accounts and devices, authorisation models, security updates and independent audits. Also ask whether the provider analyses usage behaviour or collects metadata beyond what is necessary for the operation of the service.

When it comes to certificates and attestations, pay attention to their scope. An ISO 27001 certification relates to an information security management system, whilst a C5 attestation relates to a cloud service. Neither constitutes a blanket statement about every product component or every use case.

7. Archiving, auditing and retention

Define whether business content must be documented, exported or accessible to specific roles. Also specify which content is to be retained for how long and when it should be deleted. Bear in mind legal regulations such as NIS-2, DORA and the GDPR.

Specify which business content must be documented, exported or made traceable for specific roles, and when it is to be deleted. The legal framework comprises, in particular, the retention periods for commercial and business correspondence, as well as the storage limits and deletion obligations under the GDPR. In certain sectors, additional obligations apply, such as DORA for the financial sector. Under NIS-2, you must be able to report and trace security incidents. This also includes how communication took place during the incident.

8. Integrations and interoperability

A communication solution does not need to replace every line-of-business application. However, it should be capable of integrating where information or processes need to be exchanged between systems. Check the available APIs, bots, directory connections and – where relevant – options for communicating across organisational boundaries.

It is important that the organisation controls which integrations are permitted and which data they access, as every interface also represents a potential data leak.

9. Availability and emergency communications

If communication is part of operational capability, you need clear requirements for disruptions and exceptional circumstances. Imagine a specific scenario: following a cyber-attack, networks are isolated, and email and collaboration tools are no longer available. These are precisely the channels that would be needed to coordinate recovery.

You should therefore check whether the solution functions as an independent fallback channel outside your own infrastructure. Clarify how messages are prioritised, how recipients are reliably reached and how feedback is recorded. What emergency functions do you need, such as alerts, push-to-talk or live location tracking? Also assess dependencies on networks, end devices and areas of responsibility. No messaging app can replace a tested communication and emergency plan.

10. Support and service

Ask about support hours, language, escalation procedures and contractually agreed service levels. With on-premises solutions, responsibilities are distributed differently than with a cloud service. It is crucial that the support aligns with your protection requirements and operational organisation, particularly when swift action is required in an emergency.