Personal Information Defined. LiveHelpNow considers “Personal Information” to include information that alone or when in combination with other information may be used to readily identify or contact you, such as: name, address, email address, or phone number. LiveHelpNow does not consider Personal Information to include information that has been anonymized so that it does not allow a third party to easily identify a specific individual.
What does LiveHelpNow do?
What information do we collect from LiveHelpNow Users and how do we collect such information?
LiveHelpNow maintains transcripts of chats, emails and other written communications conducted between you and LiveHelpNow Customer agents using LiveHelpNow’s engagement technology (collectively, “Transcripts”). LiveHelpNow also maintains copies of surveys (“Surveys”) and LiveHelpNow may, in accordance with applicable law (including laws related to notice and/or consent), record and maintain recordings of voice communications (“Recordings”).
Browser Information and Usage Information. We log web browser information (e.g., Internet Protocol addresses and browser types) and other usage information from the LiveHelpNow Customer’s website such as page view tallies, time spent on each page, geographic location information, page browsing information and operating system information. If the LiveHelpNow User is using a mobile or other device to visit the LiveHelpNow Customer’s website, we may collect hardware information related to the device used by the LiveHelpNow User.
Your browser may be set to limit or prevent any of the browser information described above from being transmitted. If so, certain communication tools and other features and functions offered by the LiveHelpNow Customer on their website may not be available to you.
Information requested by the LiveHelpNow Customer. Depending on the products or services purchased by the LiveHelpNow Customer, LiveHelpNow may, on behalf of the LiveHelpNow Customer, provide feedback and run reports related to the browsing, purchasing and online behavior and activities of LiveHelpNow Users. The LiveHelpNow Customer may provide data (including data related to the LiveHelpNow Customer’s visitors) to LiveHelpNow in order for LiveHelpNow to combine such data with LiveHelpNow’s data for purposes of analyzing such combined data and providing feedback and running reports related to such combined data on behalf of such LiveHelpNow Customer. LiveHelpNow maintains records of all such analyses, feedback and reports.
Also, depending on the products or services purchased by a LiveHelpNow Customer, LiveHelpNow may, on behalf of the LiveHelpNow Customer, obtain from a third party data source commercially available information related to a LiveHelpNow User. LiveHelpNow maintains copies of such information. As mentioned below, LiveHelpNow is not responsible for the privacy practices of any LiveHelpNow Customer or any third party.
How does LiveHelpNow use and disclose information it collects from LiveHelpNow Users?
Transcripts, Surveys and Recordings. LiveHelpNow may access and use Transcripts, Surveys and Recordings for purposes of performing or delivering a service to the LiveHelpNow Customer, providing maintenance or support services for a LiveHelpNow Customer, for training and quality assurance purposes and/or for purposes of improving our services. Third-party service providers retained by LiveHelpNow to perform agent or operator services or other services on behalf of a LiveHelpNow Customer and/or on behalf of LiveHelpNow may also have access to Transcripts, Surveys and Recordings for purposes of performing or delivering a service to the LiveHelpNow Customer, providing maintenance or support services for a LiveHelpNow Customer and/or for training and quality assurance purposes.
LiveHelpNow Customers have access to the Transcripts and Recordings between you and their agents. LiveHelpNow Customers also have access to the Surveys that they conducted with you. LiveHelpNow Customers may download, copy and use such Transcripts, Recordings and Surveys. LiveHelpNow has no control over the privacy practices of LiveHelpNow Customers. You are encouraged to review the privacy practices of LiveHelpNow Customers.
Browser Information and Cookies. We use browser information, cookies and pixel tags to determine whether a chat, voice or email button or other communication service should be deployed on your browser (in order to allow the LiveHelpNow Customer to offer assistance or offers to you or otherwise engage with you). We may also use browser information, cookies and pixel tags on our own behalf and/or on behalf of LiveHelpNow Customers to recognize whether you are a return visitor, to help us improve our product and service offerings, for quality assurance and training purposes, for purposes of performing data analysis and running reports, to help diagnose problems with our servers, to gather broad demographic information, to administer and optimize our services, to deliver marketing or other materials to you on behalf of our LiveHelpNow Customers and for other lawful purposes.
Aggregate Information. We may aggregate information so that it is not Personal Information, and we may use and share such aggregated information for training and quality assurance purposes, for purposes of delivering services to our LiveHelpNow Customers, for purposes of improving our services and for other lawful purposes.
LiveHelpNow Customers may contract with third parties to provide services that connect to or leverage LiveHelpNow’s services. As mentioned below, LiveHelpNow is not responsible for the privacy practices of any LiveHelpNow Customer or any third party.
LiveHelpNow uses third party data facilities, web and data analytics providers, and other third party service providers to perform services related to our services that are routinely handled by such providers. Such providers may store and, if applicable, process Personal Information and other information in keeping with the service that they provide.
Special Notice to LiveHelpNow Users located in countries other than the United States
If you are visiting from the European Union or other regions with laws governing data collection and use that may differ from U.S. law, including those whose privacy laws may be more restrictive than U.S. law, please note that you are transferring your personal data to the United States to LiveHelpNow. By providing your personal data you consent to that transfer.
How does LiveHelpNow protect your information? Security. Data transmissions over the Internet cannot be guaranteed to be fully and absolutely secure. Our website and our services have security measures in place designed to protect against the loss, misuse and alteration of the information under our control. Our security measures include the following:
Encryption and Firewalls. Chat transcripts are encrypted (defined in the definitions section below) during transmission. We use standard Secure Socket Layer (SSL) encryption that encodes information for such transmissions. All Transcripts and Survey responses are maintained and archived on secure servers. Access to stored data is protected by multi-layered security controls including firewalls, role-based access controls and passwords. No LiveHelpNow Customer is permitted to view another LiveHelpNow Customer’s Transcripts or Survey responses (or the Personal Information contained therein). Data is backed up daily and archives are stored off-site in a secure location. Other security measures. We offer additional encryption functionality and data masking (defined in the definitions section below) to LiveHelpNow Customers. You should review the privacy practices of the LiveHelpNow Customer to understand the security measures used by the LiveHelpNow Customer.
Additional terms that may apply to your information
Safe Harbor. LiveHelpNow complies with the U.S.-EU Safe Harbor Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of Personal Information from European Union member countries. The company has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement. To learn more about the Safe Harbor program, and to view the company's certification, please visit http://www.export.gov/safeharbor/.
LiveHelpNow Customer Websites and other Third-Party Websites. LiveHelpNow’s services are used by our LiveHelpNow Customers on our LiveHelpNow Customers’ websites. LiveHelpNow is not responsible for and does not control the privacy practices of any LiveHelpNow Customer or any third party. Accordingly, we encourage you to review the privacy practices of each LiveHelpNow Customer and other third party.
Business Transfers. In the event that all or substantially all of LiveHelpNow’s assets have been acquired, or in the event of any merger, bankruptcy or reorganization involving LiveHelpNow, all Transcripts, Recordings and Surveys, as well as all other information about you and your use of our services will likely be included in the acquired or merged assets.
Choice Regarding Personal Information. If you elect to engage in any communication session or other engagement session using our services, it is up to you to decide what, if any, information to provide during such session. Depending on your request or the means of communication or engagement it may not be possible for LiveHelpNow or a LiveHelpNow Customer to communicate with you or engage with you or address all of your questions without providing some information. Nevertheless, if you do not wish to furnish certain information, then you should not do so.
Data masking is the process of obscuring (masking) specific data elements within a communication or storage device. Once data is masked the masking cannot be reversed.
Encryption is the process of transforming information into unreadable text so that it is only legible to those possessing an encryption key. The process of making encrypted information readable again is referred to as decryption.
Pixel tags are small graphic images that are embedded in a web page or email for purposes of tracking activity on web pages or whether a user has opened or accessed an email. A pixel tag may be set to identify on what browser and computer it was viewed, whether that browser has cookies received from a server associated with the pixel tag, and whether the web page or email with the pixel tag was forwarded or copied.
Web browser is a software program that allows a user to access, retrieve and view information on the World Wide Web. Examples of browsers include Internet Explorer, FireFox, Google Chrome and Safari.