Live Chat Support And Customer Data Security

1. LIVE CHAT SUPPORT AND CUSTOMER DATA SECURITY

2. Your live chat support channel is not just an instant-fire communication option. It is also an important data touch point. Through your chat channel, high volumes of customers will share personally identifiable information and sensitive data. And this data exchange happens day in, day out. • So, a live chat software deployment should be strongly taken into account with customer data security. Along with watching your live chat vendor carefully, you should also veto chat and post-chat processes.

3. But what are some specific best practices when it comes to live chat and customer data security? Here is a useful overview. CUSTOMER DATA SECURITY First, your chat channel should make it easy to comply with the rules - even in highly regulated industries. Therefore, consider the security features carefully before implementing the solution. A secure live chat channel will have features and methods that prevent unauthorized access. You want to see such areas: • Encryption: Does the chat service encrypt data as a standard? Which encryption method do they use? • Secure Chat Connection: Look at the number of bits in a session key. For example, Duvim Chatsecures a connection over an initial 2048-bit RSA exchange, followed by a 128-bit session key exchange. • PCI / PII Masking: Will the chat solution automatically mask sensitive data found inside chat sessions? How are masked data processed?

4. Intrusion Prevention: See how the software prevents intruders from accessing your chat channel. For example, can only company IP addresses log into the chat service? What happens if authentication fails? • Hosting Options: You want to host on-premises. Or, if you prefer cloud deployment, you might want to know which data centre you are using, and in which country your data sits. • Regular updates and upgrades: Outdated software suffers from low security. How often is the solution actively updated by its developers? • Permissions and Access Control: The ability to manage user access rights and set permission levels is a fundamental feature of any secure live chat solution.

5. IN-CHAT PRACTICES When it comes to customer data security, it is not just about the security of live chat channels. How you use it also matters. That is, your live chat service agent should try to keep the information secure. For example, there are some chat practices that help you keep sensitive information private. • Get Consent: First things first, consumer consent is the cornerstone of GDPR compliance. Your chat should be able to take positive action to allow users to process your data. Therefore, at the beginning of a conversation, you should obtain consent. This is a prerequisite for all other customer data security measures. • Do Not Copy-Paste Sensitive Data: No matter how much you are chatting, or how crowded you are, avoid copy-pasting sensitive customer data. When you do this, you risk sticking it in the wrong chat window. Or, you may inadvertently leave it on your clipboard, not accidentally ready to paste it somewhere.

6. Double-Check Recipients: Related to this, always check that you are sending the message to the correct customer. Especially when working with personal messages and customer data. Incorrect chat windows are easy to use by mistake and when this happens, both of you compromise the confidentiality of customer data, and come across as unprofitable. • Stay Alert: It pays to be cautious with online conversations. Your chat channel is no different. Wrong-intentioned scammers and chatters may, on occasion, enter their chat queues. Like, when getting a file, first make sure to always scan it. And, if you encounter a hostile user, blacklist them to prevent future risk. • Train Employees: It should be said without saying, but it is still often overlooked: Train your live chat support agents on customer data security best practice. Security threats do not just come from outside. The basics - from a locking machine, using a secure password - to the intricacies of the features of your chat channel, make sure the agents have the training they need to keep the chat data secure.

7. POST-GOSSIP PRACTICES Finally, you should continue to ensure customer data security after the chat session ends. There are some major areas that you have to look at: • Data Storage: Is your live chat data synced to another system? For example, a CRM, a response portal, a reporting suite, etc.? If yes, ensure the confidentiality, integrity, availability and flexibility of these services. Or, more, do not share your chat data with an untrusted third party. • Data Retention: Ensure that you are maintaining the data for a specified time. Then, when that time period expires, delete it. Or, under special circumstances, you can permanently delete chats and all their associated data as soon as the session is closed. Either way, make sure you are storing data securely and legally.

8. SECURITY AROUND Providing solid customer data security through live chat support software means embracing security from all angles. This means ensuring that your software is submerged, your practice promotes confidentiality, and that your agents are based on best practice. Start with the right foot when it comes to your customer data security. For a live chat solution with cyber security at its core, request a free trial of Duvim Chat today.

9. Thank You Hope You Linked The Given Information For more details you can visit: https://duvim.com/