Social is the customer care channel of choice for 83% of US consumers, allowing organizations to connect with customers like never before.

With reward, comes risk, and customer care teams need to be very aware of the risk that comes with collecting PII through social interactions.

Here’s why.

Know your blind spots

Personally Identifiable Information (PII) includes any data that makes that person recognizable, this includes things like email address, name, physical address, phone number.

On May 25 2018, GDPR legislation commenced, stipulating that brands must be able to demonstrate a lawful way of processing and securing PII, and confidential data like a PIN number or security question in the body of a Facebook message just won’t cut it.

And should you really be asking your customers for PII on this channel? Recent events like the Cambridge Analytica scandal and hacks to high profile talent management company, PageUp mean customers are holding PII closer to the chest than ever before.

You need a secure solution

To enable secure customer care on social, Lexer developed a solution for sharing PII with an agent in a way that the data never makes into social itself.

Lexer verification form

Through our customer service tool, Lexer Engage, agents can send a secure form for customers to verify their details securely, enabling the agent to continue the service conversation.

Lexer stores the data in an ISO and SOC 2 a GDPR compliant environment, so you know their data is safe.

The details feed into the Engage inbox as a new message, so you can get on with securely actioning their request.

Peace of mind with PII

Deliver secure service to customers on the channel they choose with Lexer’s GDPR compliant solution.

Talk to us today about how you can start delivering rockstar customer service with Lexer Engage.


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Marketing Coordinator

Simplicity is often much harder than complexity, so for the last 5 years Holly has made it her mission to translate tricky concepts into engaging content for the NFP, Research and Data sectors.

Holly is passionate about diversity and inclusion in tech, crime podcasts and knows everything there is to know about TV’s Terrace House.