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CCW Disruptive Technology Report: Live Chat

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Chapter 8

Disruption Goal #5 - Customer Security

The notion of wanting it all does not merely apply to the quality of conversations. It also involves customer security.

Customers naturally care about the security Of their data and identities, and they are willing to endure more comprehensive authentication measures in certain cases. They nonetheless continue to expect fast, friendly experiences. If the set:urity process delays calls or turns agents into unfriendly interrogators, customer satisfaction suffers.

Mindful Of this reality. organizations think critically about security practices. Their concerns are delaying the adoption of digital channels, and in turn thwarting the success of the omnichannel revolution:

Security, data and privacy considerations represent the #2 concem about digital engagement, trailing only the lack of a 360-degree view.

56% Of customers are willing to answer more authentication questions in highly regulated industries; they nonetheless continue to value speed and object to repeating information.

Security Is The Sign Of A Great Chat Experience

Certain industries impose particularly rigid regulatory standards on interactions, but any conversation involving customer data requires a powerful security mechanism. To accommodate all interactions and elevate the omnichannel experience, a disruptive chat strategy honors these requirements.

Indeed, the chat experience hinges on a multifaceted approach to data and security. From considering the authentication process, to accommodating secure financial transactions, to protecting customer identity and account information, to meeting industry compliance restrictions, chat can create a powerful degree of trust between the customer and business. Certain there are no threats to the data, both parties can engage freely and directly.

Disruptive Chat Platforms Feature Multiple Layers Of Data Protection

Built on the principle that security and privacy are non-negotiable, leading chat platforms meet numerous data standards.

They first and foremost comply with numerous data standards, including ISO 27001 and GDPR. They additionally offer capabilities for specific functions and industries, such as PCI compliance for securely handling payments and HIPAA for protecting healthcare patient information.

Leading chat platforms are also rock-solid on the authentication front, while meeting SSAE 16, CSAE 3416 and ISAE 3402 data center security standards. Credit-card masking, TLS encryption and IP restriction ensure a secure conversation from start-to-finish.
To offer another layer of security, the platform allows administrators to restrict agent logins from a particular IP. This ensures a fraudster cannot takeover the system and gain access to business or customer data.

"Today's best live chat systems feature security measures that will make your IT team proud," says Gao. "Whether deployed in the cloud or on premise, live chat will adhere to regulatory and industry-specific compliance requirements including PCI DSS for financial transactions, HIPAA for health-related industries, SOC2, ISO 27001, GDPR, and others."

Kevin Gao
Co-Founder, Comm100 Network Corporation