How To Protect Your Customers’ Privacy When Using Live Chat Support

Protecting your privacy is one of the most difficult things in the virtual world of the internet. Live chat support, being a part of this cyber world is not free from privacy violation concerns. In fact, maintaining customers’ privacy is the biggest concern of online business owners. We all know how serious, the crime of privacy breaching is, and if by any chance, the information about your customers gets leaked, you will be blamed and sued, not the hackers who have gained the access to the information. Hence before they add live chat to website, it is very important for online merchants to have strong privacy protection rules for their customer services. Here are some ways by which you can save your customers’ privacy in a live chat medium:

Build a strong privacy statement
Having a strong privacy statement is going to be your saving grace at the time of strong allegations. Your statement should contain clauses which are valid, have no scope for counter argument and have no loopholes whatsoever. Your statement should be crystal clear so that your users can easily understand it and comply with it. Make your customers read your privacy statement and make it simple so that they do not skip through it. If you hire services of any live chat support company providing agency, add clauses that clearly make them responsible in case of any privacy breach. Make sure that you hire the services of a reputed lawyer to construct your privacy statement.

Make sure your customers are staying within limits
It is very important to monitor your CSRs’ behavior, but it is physically impossible for a business owner to keep a check on each and every CSR in the customer services department. To make sure that your operators are treating your customers with attentiveness and professionalism, make their contract so strict that they are forced to stay in line. First of all train them well. Edify them with the consequences they would face it they cross their confines. Tell your customer services manager to keep on reinforcing the importance of privacy protection on their CSRs.

Protect your chat transcripts
To make sure that the confidential information of your customers is not leaking, protect your chat transcripts as if they are holy parchments.  Do not let all the employees in your department have an access to chat transcripts. Moreover, carefully follow the instructions of your software provider regarding the privacy options of the chat support software, so that your information is not hacked.

Use live chat software with web analytics tools
Many online web stores and service providers take the help of web analytic tools by other companies to regulate their traffic and to calculate their conversions. While these tools are effective in that regard, they offer serious privacy concerns. The reason for this is that, the information of your customers becomes the property of these companies. If you add live chat to website with an innate web analytic tool, this will allow you to have full access and authority over your customers’ data.

Make sure your live support is SSL security encrypted
If you are in the business of medicine, health, finance or taxes, it is very important that your live chat services are SSL encrypted. Make sure that your service providers are using SSL encryption during conversations. SSL encryption might slow down the website performance but it will at least protect the privacy of your customers.

Protecting customer privacy is one of the few concerns faced by entrepreneurs who add live chat to their website. But, with strict regulations and strong privacy protection options you can overcome this concern.