Almost every business has some online component, and the best online businesses provide some type of live help to assist web visitors in real-time. We know from multiple studies that live help or live chat software is a preferred online communication vehicle for the majority of website visitors and that this mode of communication has a high customer satisfaction rating.

But here’s the problem, consumers are increasingly concerned about the personal information that they share digitally. In fact, a study done by GfKfound that 60% of US Internet users were more concerned today about the protection of their personal data than they had been a year earlier. My bet is that this trend continues, which means that businesses need to think very carefully about how they interact with online visitors and the capabilities of the applications they select to facilitate such communication. You know what I’m getting at right? Is your live chat or live help software secure and private?

Consider that a poll performed by Radius Global Market Research found that more than 75% of internet users at least “somewhat agreed” that they would stop using a service, company or product if they felt that their privacy was – or could be violated. It’s interesting to note that on the other hand, 78% of Internet users said that they would only do business with those that they trust.

So, if you are concerned about growing your business, retaining customers, and building a valuable and respect brand, then you must be concerned about security. And, this means more than just ensuring that your online credit card transactions are secure. It also means that your live chat software needs to be one that takes security and data privacy very seriously.

From a live help security and privacy standpoint, here are some of the things that Velaro does:

Intrusion Prevention, Gateway Anti-Virus & Firewall

By relying on Intrusion Prevention Systems, Gateway Anti-Virus and firewall solutions, Velaro provides extensive inspection of all traffic entering and leaving the Velaro system. Velaro’s secure system configurations are hardened and regularly audited using published system benchmarks from the Center for Internet Security (CIS) and the National Institute of Standards and Technology (NIST).

Internal and external vulnerability assessments of our system are conducted regularly. Our Network Operations Center Team (NOC) monitors all system components for security, availability and performance; any issues are automatically reported to the Velaro NOC team for immediate assessment.

Live Chat Communication Privacy

Velaro’s live chat software is based on standard HTTP and HTTPS protocol and ports. Velaro relies on Secure Socket Layer (SSL) technology to protect your information using server authentication and data encryption. Only authorized, registered users have access to data and our application security model ensures that your user identity accompanies every request to the Velaro server.

Interactions between visitors and agents are never directly communicated over the Internet, but instead through secure, off-site servers. As information is processed, it’s monitored by enterprise grade firewalls, intrusion detection systems, and application content filters to ensure maximum security.

Chat Agent Security

Velaro’s agent consoles exceed industry standard security practices. Specific roles can be designated to different users associated with your account. Depending on the role, each user has different access and control capabilities. Agents can also choose to enforce secure HTTPS (SSL) protocol so that any communication can be encrypted with 256 bit SSL.


Velaro implements a password policy that can be customized to match your corporate policy. Password history, length, expiration and complexity can be configured for maximum password privacy.

All personal and confidential information is stored on secured servers and transmission is protected through SSL encryption.

The above is just a few of the live chat security and privacy technology and processes Velaro has in place. If you are concerned about the security of your live chat solution or would just like to learn more about Velaro’s live help security practices then let us know. We can help.