Customer Service Agents Can See What You're Typing in Real Time
1–10 of 174 posts
Re: Customer Service Agents Can See What You're Typing in Real Time
#2I always suspected this. Particularly when you're typing something long-winded, and the agent's response is a bit too quick for having to read it all.
Although, this will certainly depend on the Chat software used. Back when we used Olark at our company, there was no preview available, although we could "co-browse" and redirect the user's webpage, which was helpful in some cases.
Re: Customer Service Agents Can See What You're Typing in Real Time
#3Reminds me of a similar debate my friends had when Google Wave first came out.
Re: Customer Service Agents Can See What You're Typing in Real Time
#4I always suspected this. Particularly when you're typing something long-winded, and the agent's response is a bit too quick for having to read it all. Although, this will certainly depend on the Chat software used. Back when we used Olark at our company, there was no preview available, although we could "co-browse" and redirect the user's webpage, which was helpful in some cases.
We (Olark) specifically decided not to implement the "read-ahead" or "sneak-peak" feature because we thought it was creepy and broke customer expectations.
When you are typing a message to customer service as a customer you should have a chance to compose your thoughts, and should have an expectation of privacy in whatever you are writing before hitting enter.
Re: Customer Service Agents Can See What You're Typing in Real Time
#5At work, the assumption is that every non-corp web site has a key logger built in. A corp extension monitors (key logs) all input on non-corp sites, checking if any credentials are accidentally typed. If they are, you're notified immediately on the last key press and have to change your credentials within 7 days of the incident. I think this is a reasonable idea for security, and helps prevent some phishing schemes.
Re: Customer Service Agents Can See What You're Typing in Real Time
#6It's like rehearsing in front of a mirror, then finding out it's a one-way mirror and there were other people behind the mirror watching you the entire time.
Re: Customer Service Agents Can See What You're Typing in Real Time
#7I wonder if they can see if I've gone off to some other tab to wait while they take their time getting me an answer.
Re: Customer Service Agents Can See What You're Typing in Real Time
#8This shouldn't be a surprise to anyone who allows their browser to run all the Javascript that companies want it to (of course, assuming they have a decent understanding of the web to begin with, which is a huge limiting factor). Reading what you type in real time isn't even as invasive as most companies go, when they commonly track your cursor movements, the size of your window, what extensions you have, make attempts at getting browser history, and so on. And that's with just JS enabled, not counting access to devices like microphones and webcams. If you care about this you should be using an addon to (at the very least) limit js execution.
Re: Customer Service Agents Can See What You're Typing in Real Time
#9At work, the assumption is that every non-corp web site has a key logger built in. A corp extension monitors (key logs) all input on non-corp sites, checking if any credentials are accidentally typed. If they are, you're notified immediately on the last key press and have to change your credentials within 7 days of the incident. I think this is a reasonable idea for security, and helps prevent some phishing schemes.
> At work, the assumption is that every non-corp web site has a key logger built in. A corp extension monitors (key logs) all input on non-corp sites
Sounds like that assumption is well-founded!
Re: Customer Service Agents Can See What You're Typing in Real Time
#10I'm confused why this is news or surprising? At least for the audience here.
I remember plugins for various IM clients would do the same thing in a chat window some decades ago. And I remember my days as a sysop in the good old single line dial up BBS days. You could watch users browse and type all the way back in the mid-80's and I'm sure this has existed about as long as multi-user computers have.
If you're typing into an application which is any part of a networked or multi-user system, assume someone can see what you do while you're doing it (and can log same for later review).
...maybe I'm just old and don't understand the kids these days... or maybe it's a slow news day...