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Sparkcentral Makes Personal Information Secure on Social Media
[October 12, 2015]

Sparkcentral Makes Personal Information Secure on Social Media

Sparkcentral has announced Secure Authentication, a new feature within its customer engagement platform (currently used by the likes of Delta, T-Mobile, Uber and Nordstrom, among others), that will allow businesses to authenticate customer identities and collect personal and financial information over social media. With the massive adoption of social networks for real-time customer service, enterprises are challenged to keep communication channels private and secure. Identity thieves are discovering the potential for financial gain by incorporating pieces of everyday information users readily make available on social media networks like Twitter and Facebook.

While keeping customer data secure has become a top priority for every company, social networks are not inherently secure. All interactions, including those over private or direct messages are not encrypted and stored at rest within the social network’s database. This makes all information shared over social potentially accessible outside of a company’s support organization.

According to Sparkcental, here’s how Secure Authentication works: When a customer contacts customer service over Twitter or Facebook, instead of exchanging multiple tweets or asking the customer to move the conversation to private message, direct message, or another medium, agents can drag and drop their unique Secure Authentication link into the reply. Then, when the customer clicks on the link, they are guided to a company branded page where they can quickly and securely send information to customer support agents, without it ever hitting the Twitter or Facebook database. Having this information under the customer’s profile also improves and enriches the contact by providing a 360 degree view of the customer.

The company also announced a new in-app messaging platform last month that allows businesses message real-time directly within their own app.

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