Messengers. What is messenger and how does it work?

Top 15 messengers

More and more people are switching from regular calls to instant messengers.

Why? The answer is simple.

This technology is much faster, more convenient and, most importantly, cheaper.

But which messenger to choose in 2019? Which program offers its users more features?

In order to answer the above and many more popular questions, we decided to make our own TOP 15 instant messengers for phones in 2018-2019.

Telegram

The first application we would like to analyze is Telegram. Its creator is a well-known person - Pavel Durov.

Pavel at one time created the most famous and popular social network in the Russian Federation and the CIS, which is called.

Unfortunately, he had to sell this network to Mail.ru. It was after this story that he decided to create a telegram.

This program differs from all others in its security.

Using this application, you don’t have to worry about anyone taking possession of your data, be it scammers or federal special services.

It is also worth noting that this application has cloud storage.

This is easy to do; you just need to open a chat with yourself and send the desired file.

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Mts connect

It provides all the usual communication functions: chats, group chats, file and location transfers, calls over the Internet and to landline/mobile phones.

MTS subscribers can call Russian numbers from abroad via Wi-Fi at the same prices as at home.

There is no video connection yet. On the other hand, you do not pay for Internet traffic when calling MTS Connect in Russia.

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Skype

The Skype program is familiar to many users.

It was developed more than ten years ago, but only recently the application became available on mobile platforms such as Android and iOS.

All the most famous functions are available to users here:

It is worth saying that the program is completely free. It is available from stores such as:

• AppStore;
• Google play;
• And others.

The application can work both from the mobile network and using a connection.

Many users notice that the mobile version of Skype is not much different from the computer version.

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What's app

The next mobile manager we would like to pay attention to is WhatsApp.

The program is completely free and publicly available. There are a large number of different stickers available here.

The program consumes a minimal amount of traffic.

It is worth noting that if we talk about security, WhatsApp on April 5, 2016 enabled end-to-end encryption in all versions of its application, which made it possible to no longer worry about the safety of your data.

The application is available on all the most famous platforms, and there is also a web client.

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Viber

It works exactly the same as the previous messenger, but has a number of positive features. One of them is the ability to call regular numbers.

When you run the program for the first time, in You will need to log in by entering your mobile phone number.

After this procedure, the contact list will be synchronized. The mechanism is well known from WhatsApp, so we will not dwell on this in detail.

In Viber you can send text messages and also call other users, who also have this application installed on their phone.

Using Viber you will be able to send photos, audio and video files.

You can also use stickers that are freely available.

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Hangouts

Hangouts was born not so long ago; the developer of this application is a company called Google.

The program replaced the well-known Google Talk application at one time.

The popularity of Hangouts is explained by the fact that developers closely associate it with the Android operating system.

It is worth noting that this program is for the most part one of the applications that are installed by default on any Android phone.

In essence, Hangouts is no different from the messengers we previously discussed.

It is worth noting that to enter the program you need to enter the login and password of your Google account.

If it is not there, then you need to register it, because this service serves as a kind of identifier.

Many users believe that Hangouts is the best mobile messenger of 2017. It exists on the two most famous platforms: IOs and Android.

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Line

Another messenger I should tell you about is Line. Unfortunately or fortunately, this program is not so popular in the Russian Federation and the CIS.

But in all European countries and in the United States of America, the application has crowds of fans.

There is everything for comfortable communication here:

• Text messages;
• Audio messages;
• Video messages.

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Facebook Messenger

Facebook messenger allows people who are users of one of the world's most popular networks to call and send messages to their friends, family and acquaintances.

It is worth noting that this program is approaching the number of downloads of WhatsApp.

The popularity of the program is explained by its integration with Facebook.

Unfortunately, this application is not so popular in the Russian Federation, because it is thriving here.

To log into the application, you must enter the login and password for your account on facebook.com.

If we consider Facebook Messenger directly as a program for sending messages and making calls without regard to the region, there should be no problems.

You can not only correspond with people from your contact list, but also add new ones through search in the application.

Initially, the address book is formed from two main sources - phone numbers in the device directory and friends on.

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Snapchat

Snapchat is a program that contains a fairly large number of different functions.

Some even claim that this application is a complete .

Therefore, the fact that we included Snapchat in the TOP 15 best instant messaging apps of 2017 may seem a little strange.

This application is completely different from the programs described earlier. The very specifics of transmitting various content are interesting here.

One of the main functions of Snapchat is the transfer of photos that were previously taken on a mobile phone camera.

It is worth noting that before sending a photo you can edit it, and after a while the photo is automatically deleted from the correspondence.

Snapchat has a whole set of stickers that you can always use, it is also possible to attach photos and pictures to any dialogue, there is audio and video communication.

You can use this program completely free of charge; all you need is a connection to the World Wide Web.

It is worth noting that there is a function for creating group chats and various broadcasts.

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Imo

Imo is another messenger that allows you to perform standard procedures, such as sending text and voice messages, audio and video calls.

You need to understand that the user does not need to pay for the program itself, but is only charged for the Internet according to the standard tariff set up by you.

Imo did not gain popularity in the Russian Federation and the CIS, which made the application developers very upset.

But the program is one of the top in Western countries.

To enter this application, you must enter your mobile phone number, which will receive a standard SMS message with a code.

It is possible to add contacts from your address book, but the likelihood that you will find anyone there is extremely low.

But you can send a message to anyone in your address book with an invitation to join this messenger.

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ICQ

Now I would like to analyze the most popular messenger of the 2000s, which lost its crowds of fans about ten years ago.

At one time, fans of this application nicknamed it ICQ.

It is worth noting that at the moment the program has functions such as audio and video calls, but, unfortunately, this did not help. And the application remained at the bottom of the rating table.

Downloading the messenger to your phone - ICQ - is not a problem, you just need to go to the appropriate store and click on the “download” button.

To start using the program on Android and IOS, you must first log in.

You can do this by entering your cell phone number, which will receive a code. The program will also ask you for this code.

Many people note that if a person was registered in ICQ earlier, then in this case you can do without confirming the code via message.

Unfortunately, we were unable to verify this fact.

It is necessary to understand that ICQ provides integration with the address book of a mobile phone, which allows you to quickly find people by their numbers.

Many users who have used this application ten times will be surprised by the new design of the program.

ICQ has become a truly modern messenger. This is evidenced by both the application style and functionality.

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Whatshelp

WhatsHelp is a messenger that allows you to conduct a dialogue with your clients. This service was invented exclusively for business.

Here it became possible to process orders, provide support, and send messages to your clients through instant messengers with collaboration tools.

How can you use WhatsHelp for business?

• Receiving and processing orders using instant messengers, answering customer questions in real time, personally and privately.
• Customer support organization via WhatsApp, Telegram or FB Messenger. Create shortcuts such as “/balance” for auto-retrieval and self-service.
• Informing clients using push notifications about order status, technical work or new content.

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Emotion

In January 2019, Funtome joined the ranks of mobile instant messengers, which attracted the attention of all lovers of emotional communication on the Internet, because the application is partly entertaining in nature and offers its users an alternative way of correspondence: using pictures.

Mobile applications have long replaced not only regular SMS messages, but also regular phone calls. Their popularity is growing every day, which means there are more and more users. With the help of them, people can communicate with family, friends, colleagues, partners, clients, etc. in online mode. By 2018, messengers will be used by more than 2 billion people. And this is already 80% of smartphone owners..

TOP 10 most popular instant messengers around the world

Now sending SMS messages is very expensive and therefore many people download and install applications called messengers on their smartphones. And in order to send SMS you only need the Internet, and now everyone has free access to it. That is why messengers are now very popular, and almost everyone has them installed. Here are the TOP 10 most popular instant messengers in the world:

Now more detailed information will be provided about each messenger.

1. WhatsApp

It is one of the most popular instant messengers in many countries. In 2016, the number of users exceeded 1 billion. This application was developed in the USA and released in January 2010. It is believed that because of this application, the revenue of mobile operators has decreased significantly, as people began to send all the necessary messages via the Internet for free.

2. Viber

Everyone has already heard about this application. Even though it appeared in December 2010, this did not affect its popularity in any way. In 2014, Viber took first place among short messaging programs in Russia. It has a very nice design, a huge number of free stickers. With it you can make and receive calls over the Internet.

3. Facebook Messenger

Integrated with the messaging system on the main Facebook site. That is, if you are registered on this site, then in order to respond to someone’s message you do not need to turn on the computer and go to the site. Just download Messenger and you can reply to a message from your smartphone at any time. About 50 million people download this application every month. As of 2017, it is used by more than 1 billion users.

This application was created by developers from Japan and released in March 2011. This messenger is available even for PC. As of 2014, about 400 million people used the messenger. All basic functions are supported. You can receive and make voice and video calls. Stickers and other features can be purchased for an additional fee.

5. WeChat

It is a Chinese development. Supports sending text and voice messages. You can send each other pictures, videos and other files. You can create a general chat with friends and colleagues. This application also has a built-in photo editor, automatic translation from leading languages, and much more.

6.Telegram

Today it is the most secure messenger. This project was launched by Pavel Durov in 2013. It was positioned as the most reliable communication application. About 200 people can communicate in a group chat. The application synchronizes with the number and therefore you do not need to register.

7. Skype

Despite the fact that it is one of the oldest messengers, it remains popular to this day. Skype was founded in 2003. You can make voice and video calls and, of course, send and receive text messages. The function of simultaneous translation of live speech has been introduced. 9 people can participate in group video calls simultaneously.

8. Snapchat

Very popular among young people. Any message, video or photo that is sent to another user will self-destruct after a certain period of time that you have specified. But this happens after the recipient reads the message. This application also has a built-in graphics editor that allows you to correct an image before sending it to another person.

9. Kakaotalk

This is a very fast and versatile application. With it you can send and receive messages, photos, videos, as well as various voice recordings. Funny emoticons and stickers will help you communicate cheerfully and express your emotions. You can download and install it on your smartphone completely free of charge. The first version of this messenger was released on March 18, 2010. Today the application is available in 20 languages.

With this application you can send text messages and make calls completely free of charge. Once installed on your smartphone or tablet, you will be able to make high-quality voice and video calls. You can also express your emotions using free stickers. You can easily find the message you need at any time.

That's all the messengers that are the most popular in the world today. And every year their popularity is only growing. And developers are trying to improve them to make it even easier for users to communicate with family, friends, and colleagues. Download, install messengers and stay in touch wherever you are.

Roskomnadzor spoke in the Tagansky Court of Moscow with a demand for the immediate blocking of Telegram in Russia. Representatives of the messenger were supposed to provide the FSB with keys to decode messages, but the Telegram administration stated that it was technically impossible to fulfill these requirements related to the dissemination of information. 13 In April 2018, one of the most popular instant messengers stopped working.

Other famous messengers

ICQ is the most popular and in-demand messenger of the late nineties - early two thousand. It's amazing how such an old messenger still attracts an audience. Thanks to regular large-scale updates and the introduction of new modern functions, ICQ does not lose its relevance. Here you have the option to make a video call, create a group chat and read groups. However, everything is still done somehow inconveniently.

2. Slack

A messenger that replaces email and Skype in work correspondence. For corporate Slack communication, you need to register your company with the specified number of users and field of activity. Later, you have the opportunity to choose the domain on which the company chats will be located. Invitations must be sent to all team members. Without them, it is impossible to log into your account. In addition, chats can be private. There is no Russian version.

3.Twitter

A social network that allows you to exchange messages publicly and for free. You can do this using the web interface, SMS (according to your operator), instant messaging tools. Publications in blog format are called “microblogging”. This messenger, created by Jack Dorsey in 2006, has gained worldwide popularity. More than half of users use Twitter via mobile gadgets, and the twitter.com website has millions of unique visits per month.

4.TamTam

A messenger developed by Mail.ru with chats, groups and sending files. A pretty decent messenger, except for the accompanying unnecessary applications from Mail.ru. The downside is that it is linked to an Odnoklassniki account. This is a long-outdated social network whose users are older people. Actually, for this reason, TamTam is losing its relevance

5. VKontakte

One of the largest social networks in Europe. The site is available in more than 90 languages; especially popular among Russian-speaking users. Here you can send messages, create pages and communities, exchange photos, music, documents, and play games. In 2017, the average daily audience was more than 80 million visitors. Over 460 million registered users. Also in 2017, SimilarWeb recognized VKontakte as one of the most popular instant messengers in the world, where the social network was 7th in the ranking.

On May 16, 2017, President of Ukraine Petro Poroshenko signed a decree updating the list of sanctions against a number of Russian companies, including the social networks VKontakte and Odnoklassniki, the Yandex company, the electronic mail service Mail.ru and other services. Access to them was completely limited from June 1, 2017

It’s paradoxical, but true: with all the variety of messengers, you usually don’t have to choose them - people simply use the same thing as their friends and acquaintances. But what if secrecy really matters? In this article, we will go through the list of modern instant messengers and see what protection guarantees each of them has.

Recently there was a poll on “Hacker”, and the most popular answer (Telegram) was seriously alarming. How far has it gone when even the average Hacker reader has already lost touch with reality after being attacked by a marketing headcrab (pictured)?

We've compiled a list of instant messengers to see how each of them fares with security. The selection included both popular and promising programs in terms of security. We warn you that we will delve into the technical side as much as is necessary for the average user, and no further.

In many ways, we followed the path of the authors of a series of articles by the Electronic Frontier Foundation called Secure Messaging Scorecard, but we chose other criteria - in our opinion, more important.

Criteria

FOSS

Is the messenger source code distributed under one of the free licenses? If so, is it open source mining? How closely do developers interact with the community? Do they accept pull requests? All this is important to consider when choosing.

Degree of centralization

One of three options is possible here:

Possibility of anonymous registration and use

For some services, a phone may only be needed to protect against spam during registration; therefore, it is very easy to use number rental services for SMS.

In other cases, the messenger is tightly tied to the phone. This is bad because if two-factor authentication is not enabled, then when you gain access to this number you can log into your account and leak all the data. But even if two-factor is enabled, it is still possible to delete all data from your account. And of course, this is, consider, registration using a passport (we use the realities of the Russian Federation, others were not brought in).

But it is not all that bad. There are instant messengers that allow you to register using your mailbox or social network account. There are also those where you can create an account in the messenger itself without being tied to anything.

Availability of End-to-End Encryption (E2EE)

Some instant messengers have this feature by default, in others you can enable it, but there are also those where there is simply no end-to-end encryption.

E2EE chat synchronization

Again, this function is not yet available as often as we would like. Its presence greatly simplifies life.

Notice to verify E2EE fingerprints

When starting E2EE chats, some messengers offer to check the fingerprints of the interlocutors, others do not openly offer this. But not all instant messengers have a fingerprint verification function.

Prohibition of taking a screenshot of a secret chat

Not the most useful function, because to bypass the ban it is enough, for example, to have a second phone on hand.

Group E2EE chats

E2EE group chats are usually not a necessary feature, but they are very convenient. The rule “more than two - speak out loud” should be left for children.

Notification about the need to verify E2EE fingerprints in group chats

When adding a new interlocutor, with whom the fingerprints have not been verified, to a secret group chat, not all instant messengers offer to check his fingerprints. Because of this omission, the meaning of secret chats is lost.

Protecting the Social Graph

Some instant messengers collect information about the user's contacts and other data, such as who the user called, how long he talked. There is a thread on this topic.

WWW

We have selected only some of the criteria that can play a role when choosing a messenger. There are others, but they are not always related to security. A group of scientists from European universities did a good job of putting everything into perspective in their work Obstacles to the Adoption of Secure Communication Tools (PDF). It is also always useful to review the results of an independent audit, if available. For example, in the case of Signal, such an audit was carried out (PDF).

Telegram

License: formally - GPLv3. However, an important part of the development is closed. If you look at the repositories, you can see that recently there has been some movement only in the web version. Alas, in this form it is rather an illusion of openness
Degree of centralization: centralized
No
Availability of E2EE: implemented, but as an addition. By default, chats are not encrypted
E2EE chat synchronization: No. Secret chat can only be used from one device; it will no longer be accessible from another
No. Users can go into the settings themselves to compare fingerprints
yes, but does not work on all devices
E2EE Group Chats: No
Social graph protection: No

The messenger, created by Pavel Durov's team, is built on MTProto correspondence encryption technology. At the moment, it is partially blocked in Russia, but this blocking is a separate topic for discussion.

The messenger is ambiguous. There's a lot of hype around it, but is it justified? There is no access to the source code, chats are not encrypted by default, there is no social graph protection (all your contacts are stored on Telegram servers), there are no group E2EE chats, E2EE chats are not supported in the desktop version of the program, only in the mobile version, the messenger is centralized, messages are stored on the server (and they, as already noted, are not encrypted), and with all this there is no possibility of anonymous registration.

If you want to use Telegram, then don’t forget to create secret chats to protect your correspondence. In the mobile version, you need to select the New Secret Chat command. Of the desktop versions, only a few support secret chats (for example, one of the two clients for macOS).

In a secret chat, messages are encrypted and are not stored on the messenger servers. You also cannot take a screenshot of a secret chat, but nothing prevents you from taking a photo of such a chat from the screen.

Signal

License: AGPLv3
Degree of centralization: centralized
Possibility of anonymous registration and work: No. There are no other options other than a phone number.
Availability of E2EE: There is
E2EE chat synchronization: There is
E2EE Fingerprint Verification Notice: No. Users are encouraged to scan each other's QR codes or compare fingerprints
Prohibition on screenshots of secret chats: can be turned on or off
E2EE Group Chats: There is
Notification about the need to verify E2EE fingerprints in group chats: No
Social graph protection: There is

The Signal messenger was developed by the American startup Open Whisper Systems, where, besides the two founders, only a few people work. To encrypt messages, a cryptographic protocol created specifically for it is used - Signal Protocol. It is used for end-to-end encryption of calls (voice and video), as well as regular messages. The Signal protocol has since been used by other instant messengers: WhatsApp, Facebook Messenger, Google Allo.

It would seem that in this case, any messenger can become as safe as Signal. But, as practice shows, no. Unlike Signal, where encryption is turned on by default, these messengers have it turned off. To enable it, you need to activate Secret Conversations in Facebook Messenger, and Incognito Mode in Google Allo.

Although Signal is centralized, the code is open and distributed under a free license. Signal has support for E2EE group chats, social graph protection, and supports timed disappearing messages.

However, protection should not be confused with anonymity. Signal is not anonymous: when registering, you need to indicate the phone number to which the messenger is linked. As for disappearing messages, this feature is also found in other messengers, for example in Viber and Telegram (in the secret chat menu you need to select the Set self-destruct timer command).

Messenger is a program that allows users to communicate with each other using messages.

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What are instant messengers and how to use them? Let’s look at an example.

Alina is a university student. Active and almost constant communication with friends and classmates is very important for her. To do this, she uses three applications that are installed on her smartphone. Here you can send a message to a group of people at once, and if necessary, send files and photos. It’s convenient to use even in public transport, it’s free – you just need Internet access. WhatsApp, Viber and Facebook messenger have almost completely replaced the previously familiar calls and SMS.

Messenger: what is it

If I had to explain to my grandmother what a messenger is in simple words, I would say that it is a program for connecting users with each other. Messages are sent almost instantly. Applications are developed by different companies and installed on a computer or smartphone. Depending on the functionality of each program, you can simply exchange text messages (like SMS), add pictures - stickers to the correspondence, send files of different formats, communicate in groups, or even make video calls with one or more people.

There are two mandatory conditions for work:

By the way, in some countries there is a ban on instant messengers. The reasons are different. In some places Telegram is banned because its correspondence is closed from government security services, and illegal actions can be carried out through it, including organizing mass unrest. In others, there are certain requirements for the technical aspects of the work. Blocking is a consequence of policies and restrictions on freedom of speech. These and other reasons can cause a particular application to stop working temporarily or permanently.

Let's look at the main popular messengers - what opportunities they provide.

Viber

This messenger shares first place in terms of usage with WhatsApp. It has been working since the end of 2010, installed on 90% of smartphones. The number of its clients has almost reached a billion people. With its help, you can write text messages, organize communication between groups of participants, make calls, and make video calls to subscribers around the world. Sending files, photos, interactive pictures, stickers, geolocation are the functions present in the application. One of the latest innovations is the ability to create a message in which the message cannot be forwarded to others. And after some time, it will remove itself.

In the chat you can rate comments, select an administrator, and configure different graphical interfaces. The program can work from a smartphone, tablet, or computer. Installation and use of the program is free. Contacts for communication from the phone book will be pulled up automatically.

Users consider the large number of advertisements to be the main disadvantage of Viber. It comes in the form of messages from all kinds of taxi services, shops, restaurants and other companies. In this service, in order to send something, you do not need to ask for the recipient’s consent.

whatsapp

The most popular and one of the world's first instant messengers - it is used by more than a billion people. In recent years, popularity has been declining due to the emergence of new programs with expanded functionality. For its use there was a fee of $1 per year, but since 2017 it has become free. Developed in 2010 in the USA. The application is installed on popular operating systems and can be used as an online service.

Key features available on WhatsApp:

• communication via messages or calls (via the application);
• group chats;
• determining and displaying the subscriber's location;
• integration of contacts from the phone book;
  forwarding contact information to other users;
• personal customization of interface design;
• custom notifications;
• forwarding correspondence history by email;
• sending and receiving photos.

The security of communications via WhatsApp is protected using an end-to-end encryption protocol, which is sufficient for ordinary subscribers.
Among the disadvantages, it can be noted that one account is installed on only one mobile device (in addition, a desktop application), since it is associated with a phone number. According to user reviews, synchronization between the two versions does not always work correctly.

Facebook messenger

The application is developed and linked to the popular social network – Facebook. The user account is linked to the profile in it. One of the advantages of this messenger is multi-accounting - the ability to create several accounts in one application. Moreover, even when working in one profile, you receive notifications about messages in others. Switching between profiles takes seconds.

In terms of popularity, Facebook messenger is one of the world leaders - over a billion people communicate on it. This is due to integration with Facebook. To enter the program you need a login and password from your social network account. The list of contacts consists of phone book data and Facebook friends. New ones can be added through a convenient search option.

Key features of Facebook messenger:

• correspondence with messages that include links, photos, videos and other information;
• file sharing;
• search for other users and groups;
• location information;
• calls;
• notification of new messages and the ability to disable this for the desired time (at night, during business hours).

The main disadvantage is that the service takes up a lot of RAM and actively reduces the smartphone’s battery energy.

Telegram

Developed by Pavel Durov, a Russian businessman and programmer. Leads in the number of clients in the Middle East, South America, and some European countries. To register you will need a mobile phone number.
In terms of functionality, it differs from other instant messengers (such as WhatsApp and Viber).

Key features of Telegram:

• Communicate via text messages and voice calls.
• Exchange files of different formats with other users.
• Participate in group chats - up to 200 participants and supergroups - up to 10 thousand participants.
• Secret chats - information is deleted after a while and is not saved anywhere.
• Forward dictated voice messages.
• Create and view channels - recorded or online content on various topics - politics, finance, fashion, education and others.
• Built-in media player.
• Store files (unlimited volume and quantity) on a cloud server.
• Use bots - special programs that can perform a variety of actions - converting files from one format to another, searching for information, weather forecasting and other functions. You can either use existing ones or create your own.

A minimalistic and clear interface of the program, high speed, completely free provision of all functions, synchronization and work on two devices - all this is not a complete list of the advantages of Telegram. This explains its growing popularity around the world. The program works on mobile and desktop devices with operating systems iOS, Android, Windows Phone, Mac OS, Windows and Linux. Moreover, in terms of system resource requirements, the application is very unpretentious.

Telegram is also known as a secure messenger - user correspondence is closed even from government services. Information is not provided upon request, and it cannot be seized by force - the servers are located in different parts of the world and simultaneous access to them is impossible. Without this message it is impossible to completely restore. This was the reason for the ban on the messenger in some countries.
The disadvantages of Telegram include the lack of video calls, communication with technical support in English, and the availability of information about the user - mobile number.

Skype

Operating since 2003.

Key features of Skype:

The application is free and works on both mobile and desktop devices. Moreover, the interface and functionality are almost the same.

The program is completely free.

Signal

The most hack-proof messenger. It was the result of the merger in 2015 of two programs for messages and calls: RedPhone and TextSecure. Uses the security protocol of the same name, Signal Protocol. Data protection is maximum here - you cannot take a screenshot of correspondence.
You can find friends to communicate with and send them invitations using SMS, social networks and email newsletters. The program interface is very clear and minimalistic.

Key features of Signal:

• text messaging;
• secret chats – information is deleted according to a set timer;
• calls.

Signal messenger does not offer users much entertainment, stickers or varied designs. The main thing is communication and security.

Messengers for business

Communication programs are not only for personal purposes. Every year they are increasingly being used to solve business problems. And this is quite understandable. On average, Russians spend 1.5-2 hours daily on social networks and communicating in instant messengers. Messages received via them on a smartphone, according to statistics, are opened within three minutes, while email letters wait three or more hours to be read. Communication programs are installed on smartphones, and their owners are the most solvent and advanced audience. These are the kind of clients businesses need. And communication through the programs people use is one of the most effective ways to reach consumers.

It is beneficial for business to use the services of this communication channel for a number of reasons. Among the main advantages:

• Reduced service costs - one chat operator can communicate with 5 clients in the time that he would spend on one telephone conversation.
• Visibility - information that reaches the client through instant messengers is much more understandable than in SMS or simply in conversation. There may be a photo, a collage, a link to the site.
• Little competition - such methods of working with clients are still relatively new and are not used by many. Information will not be lost among dozens of others.
• Convenience for the client - you can review the proposal and the company’s response at any convenient time or return to it later. While a phone call may be inappropriate, and an advertisement from a social network or a letter in the mail that arrived a couple of days ago can be difficult to find.

When to use

In what cases will using popular applications produce results? How exactly to use them and for what? Let's take a closer look.

• Sales - selection, payment and exchange of goods can be organized through this communication channel. Moreover, many functions can be automated using bots. The Chinese messenger WeChat already allows you to make payments for purchases, AliExpress searches for the necessary products using the @alisearchbot robot + product name. Making an appointment with a doctor, booking a hotel, calling a taxi, ordering food at home - these and other options are already working.
• Consultations and customer support - answers to the most common, non-urgent and standard questions (addresses and opening hours of stores, selection of services).
• Hotline, reviews – collection of reviews and feedback about the work of a store, cafe, gas station and any other company.
• Communication within the company - communication between employees, video conferences, meetings, joint resolution of common issues.

How to organize

There are a number of steps that are necessary to implement the idea:

1. It is worth considering how applicable instant messengers are to the industry in which the company operates. The more a business has an online presence, the better it will work. The result will be worse with the target audience of older people, who are unlikely to appreciate and use the new product.
2. You need to choose a suitable program. Whether you prefer WhatsApp, Viber or others depends on the country. These programs are the leaders in popularity, although Telegram, Skype, and Facebook Messenger are also popular among clients. The option of an initial launch on several services is worth considering in order to collect statistics and select the most popular ones.
3. It is necessary to prepare a scenario and work procedure, taking into account service standards, time for communication, and templates for common questions that do not require an individual answer.
4. Collect a budget. We will have to buy technical equipment and organize salaries for employees.
5. Implement, train, learn to use new tools.

Communication via instant messengers should not become spam. You should not use them only to send advertisements that can be blocked. It is better to organize a full-fledged communication channel with them for consultation and assistance to consumers. Ideally, there is initiative on their part. To do this, you can indicate on the website or advertising brochures in which application the client can find the company. Contacts can also be sent via SMS or email, if such communication channels have been used previously.

Mobile messengers as a means of communication are a good and promising way to improve customer service. Which increases brand loyalty and sales.