Effective communication is the backbone of any successful business. Selecting the best IM services can dramatically improve how teams work together, how quickly decisions are made, and how well customers are engaged. These platforms provide more than just messaging — they help streamline workflows and boost productivity across the organization.
Whether supporting a small startup or a large enterprise, understanding what instant messaging services offer allows businesses to choose solutions that fit their unique needs. This article will explain what IM services are, highlight the key features that matter most, and introduce the leading messaging apps available in 2025.
What is an instant messaging service?
Instant messaging (IM) services have evolved beyond simple chat apps. Today, they are comprehensive platforms designed to enable seamless, real-time communication and collaboration with multiple modes that cater to the diverse needs of modern workplaces.
IM services now combine:
Real-time text messaging for quick conversations
Voice calls for direct verbal communication
Video calls to enable face-to-face interaction remotely
File sharing to exchange documents, images, and more instantly
Integration with calendars, task lists, and collaborative documents
While email remains important for formal communication, IM services fill the gap for:
Quick back-and-forth exchanges without lengthy threads
Immediate notifications and real-time responses
Reduced formality and friction in communication
Supporting both synchronous and asynchronous conversations
IM platforms serve dual roles of Internal vs. external communication for businesses:
Internal messaging: Enables teams to collaborate efficiently, share updates, and resolve issues faster.
External messaging: Used to communicate with customers, partners, and vendors, often integrating channels like SMS, social media, and chat widgets into one interface.
With remote and hybrid work becoming the norm, digital communication solutions such as IM services ensure teams stay connected regardless of location. They bring agility, transparency, and speed to business operations that traditional methods cannot match.
Must-have features when choosing the best IM services
Selecting the right instant messaging service can feel overwhelming due to the growing number of options available. However, focusing on a core set of features helps narrow the field to platforms that truly support your organizational needs.
Here are the essential features every business should consider:
Real-time messaging and multi-device synchronization: Conversations should instantly synchronize across desktops, smartphones, tablets, and web browsers to support users who switch devices or work remotely.
Group chat and organized collaboration spaces: The ability to create topic-focused channels or groups helps teams keep discussions organized and relevant, avoiding message clutter.
Integrated voice and video calling: Having built-in voice and video capabilities allows quick transitions from chat to face-to-face collaboration without needing extra tools.
Security and privacy features: Strong end-to-end encryption and clear privacy policies are vital for protecting sensitive business and customer data and ensuring regulatory compliance.
API, integrations, and automated workflows: Platforms should connect smoothly with CRM, project management, and support software, while automation through bots and workflow triggers helps reduce manual workloads.
The best IM services are those that balance these features effectively, offering security without complexity, and collaboration without chaos.
Most popular instant messaging services for business in 2025: Detailed reviews
Choosing the best IM services is crucial for boosting communication and collaboration within any organization. Many platforms compete for attention, but some rise above by delivering a comprehensive blend of features, security, and user experience specifically tailored for business needs.
Here, we explore the most popular instant messaging apps businesses rely on in 2025, detailing each service’s key features, advantages, drawbacks, best use cases, and pricing structures:
Lark: Best for integrated team collaboration and productivity
Slack: Best for customizable team communication and app integrations
WhatsApp Business: Best for customer engagement via popular messaging
Telegram: Best for privacy-focused and customizable workflows
Google Chat: Best for Google Workspace users and simple messaging
Signal: Best for high-security and private communication
Discord: Best for creative teams needing voice and video chat
Zoom Chat: Best for unified chat and video conferencing
Cisco Webex Teams: Best for enterprise-grade secure collaboration
Microsoft Teams: Best for Microsoft 365 ecosystem integration
Zoho Cliq: Best for affordable team communication with automation
Flock: Best for teams wanting a simple chat and collaboration
Lark: The all-in-one messaging and collaboration powerhouse
Lark makes chats more than just conversations. Not only can you send instant messages to your team, you can also: schedule meetings, make video or audio calls, assign tasks, approve requests, share documents, adjust document permissions, and more—all without leaving the chat.
Key features:
Lark Messenger: Offers high-quality instant messaging enriched with multimedia support, message threading and pinned messages.
Lark Meetings: Seamlessly integrated HD video conferencing with screen sharing and meeting recording, allowing quick transitions between messaging and face-to-face discussions without switching apps.
Lark Base & Lark Docs: You can share documents and files, manage their access permissions right in the chat, and get notified when your document is commented on or liked.
Automation and integrations: Lark Approval’s customizable workflow automations and bots facilitate routine processes. Lark's APIs enable connectivity with popular third-party business tools, supporting diverse operational workflows.
Global collaboration: Real-time translation capabilities help multinational teams communicate without language barriers, fostering inclusiveness and productivity.
Pros:
Create productivity hubs from conversations: Chats in Lark aren’t just free-flowing talk—they are structured productivity hubs. You can split discussions into focused threads to keep conversations organized and ensure important context is easy to find.
Break language barriers with real-time auto translation: Lark enables every team member to express themselves naturally. With automatic message translation, conversations flow seamlessly across languages, making it effortless to understand and respond, no matter your native tongue.
Express yourself clearly with rich formatting: Sometimes words alone aren’t enough. Lark supports rich text formatting so you can highlight key points and organize information effectively. Plus, annotated screen captures help explain ideas visually, while emojis add a human touch to encourage positive feedback.
Work seamlessly anywhere with mobile-friendly design: Lark empowers teams to stay productive anywhere, anytime, on any device. Its mobile-friendly design ensures most features work seamlessly on phones and tablets, enabling you to collaborate effortlessly on the go.
In a world where clear, instant communication drives success, Lark makes it easy to keep everyone connected, productive, and engaged. It’s the ideal platform for businesses looking to streamline team collaboration and build a more agile organization.
Cons:
Rich functionality introduces a learning curve, but Lark provides comprehensive guides and AI assistant for users.
Advanced automation may require technical setup and integration expertise.
Best for: Businesses seeking an integrated and scalable workplace platform that enhances communication, documentation, and project management while minimizing tool sprawl.
Pricing: Lark provides a free tier with essential chat and meetings, paid subscriptions start at $12/user/month to unlock advanced features.
Slack
Image source: slack.com
Slack revolutionized business communication with its flexible and user-friendly chat platform, designed to connect teams and integrate dozens of third-party apps.
Key features:
Organized chats through channels and direct messaging, allowing teams to centralize conversations by projects, departments, or interests.
A rich app marketplace supports integrations for project management, customer service, development tools, and more.
Voice and video calls directly from the app, including screen sharing.
Workflow Builder automates routine messaging tasks and alerts, improving operational efficiency.
Pros:
Intuitive and customizable interface supports teams of all sizes.
Extensive third-party integrations connect Slack seamlessly with a wide range of software ecosystems.
A large user community fosters innovation and offers a broad range of plugins and bots.
Cons:
Free version limits searchable message history and app integrations.
Without discipline in channel organization, communication can become overwhelming.
Pricing can become costly for larger organizations requiring extended features.
Best for: Teams needing flexible, transparent communication and those looking for robust integrations within a collaborative environment.
Pricing: Slack’s free version provides a reasonable set of features, with paid tiers starting at $4.38/user/month.
WhatsApp Business
Image source: whatsapp.com
WhatsApp Business capitalizes on its vast global user base to give businesses a simple, effective way to interact with customers through messaging.
Key features:
Business profiles provide essential company information visible to contacts.
Supports quick replies, automated greeting messages, and labels to organize contacts and chats.
Enables multimedia messaging including images, videos, and voice notes.
WhatsApp Business API extends capabilities for medium and large businesses to automate chats and integrate with CRM tools.
Pros:
Familiar interface reduces user friction, allowing quick adoption.
End-to-end encryption as a standard ensures secure communication.
Trusted by billions globally, facilitating widespread customer reach.
Cons:
Limited capabilities for internal team collaboration—primarily designed for external communication.
WhatsApp Business API access involves approval processes and variable costs, possibly limiting smaller businesses.
Best for: Customer-facing teams aiming to provide fast, personal support via a channel customers already use regularly.
Pricing: The main app is free for small businesses; however, API usage for larger enterprises has costs that scale with message volume.
Telegram
Image source: respond.io
Telegram appeals to businesses prioritizing privacy and flexibility, combining strong security with an open API supporting automation and customization.
Key features:
Cloud-based messaging synced across all devices instantly.
Secret chats offer end-to-end encryption for highly sensitive conversations.
Extensive support for bots, enabling workflow automation and custom integrations.
Supports large groups and broadcast channels, useful for broad communications.
Pros:
Strong default privacy controls, with easy-to-use secret chats for maximum security.
Generous limits on media sharing and group sizes facilitate large-scale collaboration.
Completely free with no ads, making it cost-effective for businesses.
Cons:
By default, standard chats are client-server encrypted but not end-to-end encrypted (except secret chats).
Lacks some enterprise compliance certifications which might be essential for regulated industries.
Best for: Technology-forward organizations wanting customizable messaging solutions with strong security emphasis.
Pricing: Telegram remains completely free to use, regardless of user base size.
Google Chat
Image source: blog.google
For companies deeply embedded within Google’s ecosystem, Google Chat augments communication with straightforward messaging tightly connected to Google Workspace apps.
Key features:
Direct messages and group rooms provide flexible communication spaces.
Embedded with Google Docs, Sheets, Slides, and Meet for seamless collaboration.
Threaded conversations and @mentions organize dialogues effectively.
Bots and integrations streamline productivity-related notifications.
Pros:
Natural fit for teams already using Gmail, Drive, and other Workspace tools.
Easy adoption due to familiarity and integration with popular Google apps.
Scales smoothly with Google Workspace plans.
Cons:
Features can feel more limited compared to dedicated standalone IM apps.
Reliance on Google ecosystem might be restrictive for mixed-tool environments.
Best for: Teams looking for simple, integrated messaging built into their existing Google Workspace environment.
Pricing: Google Chat is bundled with Google Workspace subscriptions starting at $7/user/month, which vary by business size and feature set
Signal
Image source: signal.org
Signal is renowned for its unwavering commitment to privacy and security, making it a preferred choice for organizations with sensitive communication needs. The platform offers end-to-end encryption for all messages and calls by default, ensuring that conversations remain confidential and inaccessible to third parties.
Key features:
Mandatory end-to-end encryption for messages, voice, and video calls
Disappearing messages to enhance privacy
Open-source code audited by security experts
Simple and distraction-free user interface
Pros:
Industry-leading privacy protocols with no data retention
Open-source transparency builds trust
Lightweight app suitable for both mobile and desktop use
Cons:
Limited collaboration tools beyond messaging and calls
Smaller user base compared to mainstream platforms
Lack of integrations with popular business apps
Best for: Organizations prioritizing privacy and security in communication, including regulated industries and security-conscious teams.
Pricing: Signal is a free instant messaging app without a specifically-designed version for enterprises.
Discord
Image source: discord.com
Originally built for gamers, Discord has evolved into a robust communication tool favored by creative and startup teams that need reliable voice, video, and chat capabilities combined with community-building features.
Key features:
Persistent text channels and private messaging
High-quality voice and video calls with screen sharing
Support for large communities and collaborative servers
Extensive bot integrations for automation
Pros:
Excellent voice and video quality with low latency
Free tier offers rich features without limits on users or calls
Community engagement tools ideal for creative teams
Cons:
Casual, gaming-inspired interface may not suit formal business contexts
Limited enterprise-grade compliance and security features
Best for: Startups and creative teams needing multimedia communication and community engagement.
Pricing: Discord offers a free base service for users to communicate. For users who want additional perks, it offers pricing plans starting at $2.99/user/month.
Zoom Chat
Image source: zoom.com
Zoom Chat complements the Zoom Meetings ecosystem by providing persistent messaging designed to keep teams connected between calls. It integrates tightly with video conferencing to streamline communication workflows.
Key features:
Persistent group and direct messaging with searchable history
File sharing and task management integrations
Seamless transition from chat to HD video meetings and webinars
Mobile and desktop apps with cross-platform syncing
Pros:
Integration with widely used Zoom Meetings and webinar tools
User-friendly interface with easy onboarding
Suitable for both small teams and large enterprises
Cons:
Messaging features less advanced compared to specialized chat platforms
Pricing can increase with added meeting and webinar features
Best for: Organizations already invested in Zoom for video communication wanting integrated chat.
Pricing: Zoom Chat is included as part of Zoom’s overall subscription. Free plan is available while paid plans start at $18.74/user/month.
Cisco Webex Teams
Image source: webex.com
Cisco Webex Teams focuses on delivering a secure, compliant platform ideal for large enterprises and regulated industries. It offers persistent messaging alongside meetings and file sharing.
Key features:
Encrypted persistent messaging with file and screen sharing
Integrated video meetings and whiteboarding
Compliance and administrative controls for industry regulations
Robust enterprise security features
Pros:
Strong encryption and data privacy controls
Enterprise-grade compliance certifications
Broad collaboration tools beyond chat
Cons:
Complex setup and management for smaller teams
Interface can feel dated compared to newer platforms
Best for: Large companies and regulated sectors requiring strict security and compliance.
Pricing: Cisco Webex Teams pricing is bundled within Cisco’s broader Webex subscription plans , which start at $12/user/month.
Microsoft Teams
Image source: microsoft.com
Microsoft Teams is a cornerstone of Microsoft 365, bringing chat, meetings, and collaboration tightly together in one platform. Its integration with Office apps makes it especially powerful for organizations using Microsoft productivity suites.
Key features:
Persistent threaded chat with mentions and replies
Integrated video calls, meetings, and webinars
Deep integration with Word, Excel, PowerPoint, SharePoint, and OneDrive
Enterprise-grade security and compliance features
Pros:
Seamless collaboration within Microsoft 365 environment
Scales effectively from small teams to large enterprises
Regular feature updates and strong support ecosystem
Cons:
Can be resource-heavy and complex for smaller organizations
User experience varies based on subscription and deployment
Best for: Organizations embedded in Microsoft 365 seeking unified collaboration and communication.
Pricing: Microsoft Teams pricing is typically included as part of Microsoft 365 subscription plans, which start at $4/user/month.
Zoho Cliq
Image source: zoho.com
Zoho Cliq delivers a cost-effective messaging platform ideal for businesses seeking simple, organized communication enhanced by automation features. It integrates well within the Zoho ecosystem but also supports many third-party tools.
Key features:
Organized conversations through channels and direct messages
Built-in bots and workflow automation for routine tasks
File sharing and voice/video calls
Integration with Zoho apps and popular external services
Pros:
User-friendly interface with useful automation capabilities
Affordable pricing plans, including a free tier
Cross-platform availability with good mobile app support
Cons:
Smaller app ecosystem compared to major competitors
Lacks some advanced features for large enterprises
Best for: Small to mid-sized businesses looking for automated team communication.
Pricing: Free plan is available, paid plans starting at $16.2/user/month.
Flock
Image source: flock.com
Flock offers a straightforward team messaging and collaboration platform designed to streamline communication and project management without complexity.
Key features:
Channels, direct messaging, and video calls
Integrated to-do lists, reminders, and polls
File sharing and app integrations with popular tools
Searchable message history and offline access
Pros:
Clean, easy-to-use interface encourages adoption
Useful built-in productivity features
Affordable pricing for small teams
Cons:
Limited app ecosystem compared to bigger competitors
Some users report occasional performance issues
Best for: Small teams and startups needing intuitive communication with light project management.
Pricing: Free plan is available, pricing plans start at $4.5/user/month.
Compelling use cases of instant messaging solutions
Instant messaging solutions have transformed many aspects of organizational communication, extending well beyond simple chat. Here are some real-world use cases that demonstrate their value:
Internal team collaboration
IM platforms serve as hubs where teams exchange ideas, assign tasks, troubleshoot issues, and maintain project transparency. Channels dedicated to different departments or projects help keep conversations focused.
Cross-functional alignment
Teams spread across locations and time zones leverage instant messaging to synchronize workflows and reduce bottlenecks. Features like presence indicators and message priority ensure timely responses.
Customer support and engagement
Many businesses integrate external messaging channels with IM tools to provide quick, personalized customer service. Real-time chat assists in resolving issues faster than traditional support tickets.
Remote and hybrid work enablement
With more distributed workforces, IM services provide a virtual watercooler, keeping employees socially connected and promoting a sense of community despite physical distance.
Crisis and incident response
Rapid communication during emergencies or outages is facilitated by IM’s immediate notifications and group messaging, enabling swift coordination and resolution.
Sales and marketing collaboration
Real-time sharing of leads, customer queries, and campaign updates between sales, marketing, and support teams improves responsiveness and tightens alignment.
These use cases highlight how versatile and indispensable the best IM services are across business functions in today’s digital workplaces.
How to choose the right instant messaging platform for your organization?
Choosing the best IM services tailored to your organization requires thoughtful evaluation of your unique communication needs, workflows, and priorities. Here are some practical tips:
Assess key communication needs
Understand how your teams communicate — do they need video calls as much as chat? Are group channels or project-focused spaces essential? Map out internal vs external messaging requirements.
Prioritize security and compliance
Ensure any platform you consider has strong encryption, data governance, and compliance features matching your industry’s regulations and your company’s risk tolerance.
Evaluate integrations and automation
The best IM services connect seamlessly with your existing tools like CRM, project management, and cloud storage. Check for availability of APIs or native integrations to streamline workflows.
Consider user experience and adoption
Platforms with intuitive interfaces and mobile-friendly apps encourage widespread use. A good onboarding process and helpful support are also critical.
Scalability and pricing
Choose services that scale with your team size and business growth at reasonable costs. Pricing transparency and flexibility help future-proof your investment.
Test before committing
Pilot a few platforms with select teams to observe real-world fit and user feedback. This hands-on experience can reveal unexpected challenges or advantages.
By carefully aligning platform capabilities with your operational realities, you can select the best IM services that enhance communication, collaboration, and productivity in a sustainable way.
Understanding instant messaging security and data protection
When selecting the best IM services for your organization, understanding data protection and security is non-negotiable. Instant messaging platforms handle sensitive information daily, so robust safeguards are essential to prevent data breaches and maintain trust.
Top messaging software employs end-to-end encryption, which ensures that only the communicating parties can read the messages. This encryption protects conversations during transmission and storage, shielding data from hackers or unauthorized access.
Beyond encryption, look for platforms offering compliance with industry regulations such as GDPR, HIPAA, or other regional standards relevant to your sector. These compliance features often include data residency controls, audit logs, and secure user authentication.
Additional security measures to prioritize include:
Multi-factor authentication (MFA) to reduce unauthorized logins
Role-based access control (RBAC) to limit information based on user roles
Data loss prevention (DLP) tools to prevent accidental leaks
Regular security updates and vulnerability assessments
Choosing a platform with a clear and transparent privacy policy is equally important, and Lark provides assurance that your data is not used for advertising or shared with third parties unnecessarily, offering robust security and comprehensive data protection measures.
Frequently asked questions
What makes an IM service the “best” for business use?
The best IM services combine real-time messaging, multiple communication modes (chat, voice, video), strong security, scalability, and integration with key business applications to support collaboration inside and outside the organization.
How do IM services compare to email for business communication?
IM services offer faster, more conversational communication with features such as presence status, file sharing, and video calls, which email lacks, reducing overload and enabling quicker responses.
Are IM services secure enough for sensitive corporate data?
Top platforms use end-to-end encryption, strict access controls, and compliance certifications that provide strong protection for confidential communications suitable for regulated industries.
Can IM platforms integrate with other software tools?
Yes, most leading IM services offer integrations with CRM, project management, cloud storage, and workflow tools to create streamlined and connected workflows.
How should a company decide which IM service is right for them?
Consider communication needs, security and compliance requirements, feature sets, ease of use, scalability, and budget. Piloting options with real users can provide practical insights.
Conclusion: Choosing the best IM services
Selecting the right instant messaging platform helps boost productivity, enhances teamwork, and improves communication both within your teams and with external clients or partners. Strong security and compliance features ensure that sensitive data remains protected.
Among popular options, Lark stands out as an all-in-one platform that integrates messaging, video meetings, document collaboration, and workflow automation. Its intuitive design and comprehensive features make it an excellent choice for businesses looking to streamline communication securely and efficiently.
Investing in the best IM services means empowering your teams to communicate clearly and respond quickly to changing business demands!
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