Tell us the truth: are you COMPLETELY at ease when you provide your personal data to a Customer Service via WhatsApp? It's okay to feel apprehensive, right? After all, we're talking about each of our private information, such as document numbers, banking data, location, etc.

We already know that today companies communicate with customers primarily through WhatsApp, and that conversations are often conducted by Artificial Intelligence, given the agility that this platform provides, as well as the ability to organize and store the materials sent and received in the app.

The question, however, is different: the security of this sensitive information and the management of interactions between organizations and third parties. How to preserve the privacy of dialogues and detect risks in data leakage? How to convince customers that their information will be in good hands?

What transformations does the LGPD bring to companies?

To regulate the use and treatment of data, the General Data Protection Law, or LGPD, was approved in 2018 in Brazil, which came into force in 2020 and impacts online purchases, banks, schools, hotels, public agencies, health networks, and dozens of other segments.

The idea was to create a legal security environment for Brazilians regarding data privacy through the standardization of norms and practices in public and private sectors. Even in the case of companies headquartered outside the country, the LGPD requires secure content processing both in physical and digital means.

Among the transformations that the Law brought to companies are:

• Prior clarification to the citizen about the purpose and necessity of the information requested during service or data registration;

• The client’s consent is now mandatory for the use and storage of personal information. In the case of minors, the legal guardian must consent to the use and storage of the content;

• Imposition of strict penalties in case of data security breaches and potential leaks;

• In the event of a data leak, affected users must be informed;

• Those who generate personal data must also manage the risks and failures in the process;

• It is the responsibility of the National Data Protection Authority (ANPD) to supervise the compliance with the Law;

• The company must be responsible for the extraterritorial reach of the information, meaning it does not matter if the corporation is within or outside Brazil, customers’, suppliers’, and partners’ data must be ensured.

It is worth noting that the Law brings several guarantees to citizens, who can even request that their data be deleted from the company’s contact list or revoke consent, for example. The individual must be informed by the organization about these rights.

WhatsApp and LGPD

When we think about WhatsApp and the amount of content that circulates daily on the platform, including photos, personal files, audios, and sensitive information, a certain apprehension about the security and privacy of this content is inevitable, as the financial, material, and moral damages that leaks cause can be serious and irreversible.

Companies that prioritize service via the app must pay attention to some measures to avoid lawsuits and damage to their reputation. It is essential that they instill trust in consumers and assure them that the data collected will be kept confidential, without sharing with third parties.

To achieve this, however, the organization must equip itself with resources and tools that minimize the risks of leaks and occurrences of fraud. One tool that assists in this process is Zapper, which monitors conversations held in corporate WhatsApp and indicates possible deviations from conduct and infractions during the dialogue.

When something suspicious is detected, a notification is sent to the communication manager, who can intervene immediately. All interactions are recorded and saved in the cloud, accessible only by the person in charge of communication and service, minimizing security risks.

By implementing Zapper in communication through corporate WhatsApp, the company complies with the requirements of the LGPD and protects the customer against the loss and misuse of confidential data, resulting in greater satisfaction in the relationship and customer loyalty.

Let's earn the trust and admiration of your customers, business partners, and suppliers with secure communication!

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