Click4Assistance gains popularity with publications

Cyber-Security: Preventing Live Chat Data Breaches

Date published: 14th August 2018

Publication: IT Pro Portal, one of the very first technology websites to launch in the UK back in 1999 and has grown to become one of the UK’s leading and most respected technology information resources.

Synopsis: Ticketing retailer Ticketmaster disclosed “a widespread hack that compromised the payment and personal details of tens of thousands of British customers”[1] in June 2018. Malicious software that infected their chatbot on its website caused the breach, and so this article examines how to prevent malicious software from attacking chat integration software, the responsibilities of a company under GDPR, and the potential consequences of a data breach under regulations, which came into force in May 2018.

This article also includes top tips for protecting live chat software from malicious code and cyber-attacks to ensure that the company’s website, IT systems, brand and operations and its customers’ data remain safe and secure. 

Read more: https://www.itproportal.com/features/cyber-security-preventing-live-chat-data-breaches/

Five Approaches for Integrating Promotions with Live Chat

Date published: 11th September 2018

Publication: Marketing Tech, a thriving community of professionals interested in marketing strategy and technology. 

Synopsis: This article discusses how online promotions can be used to direct customers to the relevant web portals, and then how to use them to encourage customers to engage in live chat. It examines how the relationship between live chat and promotions can be used to increase sales and ROI, while also providing a means to stimulate customer loyalty by providing customer with incentives to visit your website more, and thence to buy more.

Read more: https://www.marketingtechnews.net/news/2018/sep/11/five-approaches-integrating-promotions-live-chat/

Are You GDPR Compliant?

Date published: 17th September 2018

Publication: Women in Leadership, an influential quarterly publication containing solution-led content and thought leadership focused on the advancement of women in all walks of life. 

Synopsis: Viewed as a thought leader, our very own Jill Stephen’s shares the advice her sports teachers told her at school and how it can be applied to GDPR. This article explores the changes in data protection since the introduction of GDPR and how you can remain compliant with the new regulations.

Read more: https://cloud.3dissue.com/184930/185400/216347/issue2/index.html?r=77

How to Create Customer Empathy with Live Chat

Date published: 21st September 2018

Publication: MyCustomer, online publication that provides guidance on engaging and serving customers across their entire journey – from path to purchase and beyond. 

Synopsis: When a salesperson is physically in front of a customer it’s possible to use gesticulation to show interest, sympathy and empathy to support active listening. In the digital age, and although some customer service roles remain customer-facing, more and more customer enquiries are being handled and resolved via live chat. Despite this, there is still an opportunity to create empathy and happy customers. This article explores how this can be done effectively with live chat versus chatbots. It will also examine what else customer service operatives can do to reinforce empathy within their textual tone of voice.

Read more: https://www.mycustomer.com/service/channels/how-to-create-customer-empathy-with-live-chat

Live Chat in Banking Recording Conversations for Compliance

Date published: 1st October 2018

Publication: BankingTech, a print and online publication founded in London in 1984. The magazine, published ten times a year, is a trusted brand for fintech professionals and enjoys a worldwide distribution.

Synopsis: This article examines how live chat can be used for Know Your Customer compliance, fraud prevention, cross-selling and up-selling financial services products, as well as for improving the customer experience in the banking and financial services sector. It will also discuss how to manage GDPR compliance with live chat integration, and how it can improve customer engagement in a secure and confidential live chat environment.

Read more: https://www.bankingtech.com/2018/10/live-chat-in-banking-recording-conversations-for-compliance/

Chatbots and Human Customer Services; Does Artificial Intelligence Replace or Complement Humans?

Date published: 23rd October 2018

Publication:  Information Age, the online portal provides general intelligence for technologists in the information age. They support CTOs, CIOs and other technology leaders in managing business critical issues for both today and in the future.

Synopsis: Artificial intelligence (AI) and machine learning have become common buzzwords in industry generally. This article explores the extent to which AI and machine learning are being used by live chat agents, and by chatbots.

Read more: https://www.information-age.com/chatbots-customer-services-123475783/

Contact us

Click4assistance has been providing live chat for over 10 years and is the leading UK supplier to all industries. For more information about our company and solution contact our team on 01268 524628 or email theteam@click4assistance.co.uk.

If you are enquiring from a publication and would like to include our content on your site, please email marketing@click4assistance.co.uk.

[1] Retail Gazette, 2018, Ticketmaster reveals data breach affecting 40,000 Brits