What your live chat security is missing | #customersupport #supporticket

Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up. 

This privacy focus also arrives at a time when customer demands for immediacy are also peaking. Live chat solutions are designed to provide fast communications, but can they also do it while securing business and customer privacy? It seems like an oxymoron. 

Luckily there are several security-minded solutions on the market, though not all of them are created equal. When it comes to choosing a live chat solution with built-in security options, a business needs to ensure they secure the three following aspects. 

Verify identities 

Visitor identity verification is an advanced security and identity protection system for businesses that communicate with authenticated users. This can be anyone that is signed into an application, portal, or any other backend software. What makes this sort of feature so significant is that it ensures that the person they are chatting with is, without any suspicion, the same person who signed into the system. 

When boiled down, the identity verification feature provides a simple indicator to agents that a user’s identity has gone through a verification process. This provides agents with surefire confidence to discuss account details, order history, or other specific information. 

For TeamSupport’s Messaging and Live Chat, this feature is available with the Enterprise-level plans. 

TeamSupport’s identity verification tool is more robust and more sophisticated than other live chat solutions. We utilize unique, one-time and/or timestamp expiration tokens to make sure that every conversation is both verified and not vulnerable to any “playback” hack techniques. 

Single-sign on tools for live chat

At its core essence, single sign-on (SSO) ensures that an agent logging into your software does not stay logged in after they’re done. SSO prevents a variety of hacking techniques as well as the traditional physical theft of a laptop or smartphone. 

SSO is applied to both agents and administrators, and while it may seem like it makes it more difficult for your team to log in, it actually makes it easier, at least TeamSupport’s Enterprise solution does. 

With TeamSupport’s live chat platform, SSO can be tied directly and restricted to a Google profile or with a SAML (Security Assertion Markup Language) identity provider. This ensures security and a simple login system for your team. 

Advanced security options in live chat

Most modern businesses rely on cloud-based data processing, and they frequently outsource this to SaaS cloud-based service providers. While outsourcing may be a necessity, businesses also must ensure that their integrity is never compromised throughout the entire data supply chain. 

Whether it’s compliance with privacy standards such as GDPR (EU), CCPA (California), HIPAA, or SOC2, modern businesses need to be equipped to protect themselves and protect their customers. If a business’ service provider isn’t aligned with a mandatory security compliance, even without any breaches they can be held liable and risk the fallout of a tarnished brand image. 

TeamSupport’s live chat solution is purpose-built to meet security standards, it was even the first major live chat tool to provide true HIPAA compliance. It offers industry-leading, advanced security options around IP, password modification, and more. 

When it comes to providing a live chat platform that’s designed to meet customer demand for both immediacy and security, it’s a no-brainer to implement that solution. Data protection isn’t just the norm, it’s quickly becoming the law.