Service tools and the LGPD
Posted: Sun Dec 22, 2024 5:27 am
The General Data Protection Law, or Law No. 13,709/2018 (LGPD), has as one of its objectives to guarantee the privacy and protection of citizens' personal data. Given the globalized world with the increasing use of customer service tools, it is important that companies pay attention to the provisions set forth in the LGPD, so that they are in compliance with such issues and avoid possible fines or sanctions. In this article, we will discuss how to use customer service tools in accordance with the LGPD , ensuring the security and privacy of customer data.
The general data protection law establishes the provisions that companies must germany email list follow regarding the collection, storage, processing and sharing of personal data.
Where it is necessary to identify the basis for collecting the data, so that we can base this collection of information on one of the legal bases provided by law. It is also extremely important that the data collection is intended only for the purpose for which it was collected. There must be transparency regarding the destination given to the data and that the information is protected by implementing security measures to protect the information against leaks and other threats.
Digital customer service tools such as chatbots, CRM (Customer Relationship Management) systems, and help desk platforms are widely used to improve customer experience and streamline internal processes. However, it is crucial that these tools comply with the LGPD. Here’s how this can be done:
Before starting to use any customer service tool, it is necessary to understand its purpose , so that the legal basis to be applied can be assessed. In some cases, it may be necessary to collect the express consent of the data subject, where the tool itself can be configured to request this consent in a clear and objective manner at the beginning of the service. For example, a chatbot can start the conversation by asking the user if they agree to provide their data for customer service purposes.
Limitation of data collection
Another measure to be applied is that only the necessary data is collected. For example, instead of asking for the customer's full address, you can only ask for the zip code, if this is sufficient for the service.
The general data protection law establishes the provisions that companies must germany email list follow regarding the collection, storage, processing and sharing of personal data.
Where it is necessary to identify the basis for collecting the data, so that we can base this collection of information on one of the legal bases provided by law. It is also extremely important that the data collection is intended only for the purpose for which it was collected. There must be transparency regarding the destination given to the data and that the information is protected by implementing security measures to protect the information against leaks and other threats.
Digital customer service tools such as chatbots, CRM (Customer Relationship Management) systems, and help desk platforms are widely used to improve customer experience and streamline internal processes. However, it is crucial that these tools comply with the LGPD. Here’s how this can be done:
Before starting to use any customer service tool, it is necessary to understand its purpose , so that the legal basis to be applied can be assessed. In some cases, it may be necessary to collect the express consent of the data subject, where the tool itself can be configured to request this consent in a clear and objective manner at the beginning of the service. For example, a chatbot can start the conversation by asking the user if they agree to provide their data for customer service purposes.
Limitation of data collection
Another measure to be applied is that only the necessary data is collected. For example, instead of asking for the customer's full address, you can only ask for the zip code, if this is sufficient for the service.