No matter whether you are using live chat operators or chatbots, securing enterprises from a sudden data breach incident has never ever been more crucial. This post is going to spread knowledge regarding measures, which are needed to be safe from live chat data breaches.
A Real Live Chat Data Breach Incident
We are sharing a real incident of data exposure due to chatbots through the following statements. Our purpose is to make customers realize the importance of live chat data protection.
“In the month of June 2018, a widespread attack has compromised the payment as well as personal information in a ticket service company. The Ticketmaster stated that data of more than ten thousands British customers were compromised because of this attack. Although the incident was caused by an automated chatbot solution of American vendor (not with live chat app) still, the threat shown its widest impact.”
Cyber security can never be taken as an afterthought. For the companies who work with chat apps or chatbots, should enforce accurate cloud data security controls at their proper location. It is much cheaper to enforce CASB solution and online data protection standards, in comparison to the penalty that the company might pay after the occurrence of live chat data breach. The Specialists of global information management found that there are 78% of humans who avoid the industry after data exposure.
What Are You Seeing? Wake Up!
Live chat data breaches is a serious threat for companies and their growth. It is so because organizations cannot stop live chat as customers’ support is essential for them to provide to develop their business. The consequences of a successful internet threat result in sudden downtime, which could cost money, time, company’s market value, and breaking customers’ trust. So, the only solution left is to use live chat mediums but, with proper security controls and standards.
Note – Now breaches could attract some of the difficult fines because EU GDPR is in force these days.
The live chat data breach encountered by the ticket retailer can result in some of the severe fines with two administrative tiers. Under GDPR regulation, imposition of penalty has to be proportionate, effective, and dissuasive. It will be dependent upon the infringement's nature, duration, gravity, and other associated technical factors. At basic level, companies could be fined with up to 10 million of money or 2% of their annual income – which is higher. Moving towards the advanced level then, severe leakage incidents can command industries to pay fine of up to 20 million or 4% of the annual income that is higher till today’s date. In the case of ticket retailer incident, the master claims that they followed GDPR compliance. Media reports found the data exposure, which impacted 40 thousand British clients like a litmus test. At end of the day, the breach duration was a subject of months, affecting everyone who tried to purchase tickets between February 2018 and June 2018.
Journalist Prediction – Journalists found that this might result in a hefty fine because the industry was given warning regarding leakage earlier in the month of April 2018. Confirmation was made by the Ticketmaster that the incident has affected 5% of its customers worldwide. If 25% of the customer base were harmed due to live chat data breach, the leakage and any subsequent penalties would be severe. Therefore, from the perspective of GDPR regulation, the client’s data should have been secured in a more proactive manner.
Don’t Just Rush-In
During the early procurement levels, it is vital to perform extreme research and testing procedures before the implementation of any chatbot or live chat solution. This ensures that the vendor is not leaving any gap for hackers to perform the threat. It is essential to take money and time for ensuring the implementations – whether they are placed accurately for data security or not. Always place the measures at their correct location; then only they will be able to show their effect by protecting customer’s data all the time. The practice of just taking a look at a quick solution might cause more issues instead of reducing them. Therefore, it is advisable to acquire precautionary measure from starting itself.
When all the preventive approaches against live chat data breaches get enforced, it is the major responsibility of the business owner to evaluate them. If enterprises feel that they do not have any expert or skilled person to enforce or assess Cyber security measures, either they can hire an individual at high payscale or adopt an automated CASB solution software to protect customers’ data all time. Talking about the costing aspect, both of the ideas will cost the same but, the more effective idea is to select CASB product.
Take Your Time For Selection
We would suggest companies to choose a chatbot or a live chat service provider carefully. It involves reading of the regulatory compliance procedures in deep and demand users to undertake some strict penetration testing periodically. Also, there is a requirement to control and monitor employee access and permissions – specifically to be safe from internal threats. Security from live chat data breaches demands protection from external as well as internal attacks. Therefore, whenever you are making a plan for security, ensure that preventive measures for insider and outsider attacks are present.