Comm100 Live Chat is one company that created a platform that connects businesses with customers.
It allows them to converse via live chat, audio, video, text, and other methods.
The service also provides a self-service option. It allows customers to ask basic questions and receive generic answers.
The Comm100 service helps companies offer 24/7 customer service.
The company has over 15,000 clients in over 50 different countries.
The thing is that these online chat conversations might not always be safe.
It was recently revealed that Chinese hackers carried out a cyber-attack against Comm100 Live Chat software.
The attack involved the use of an installer software that contained a virus.
The cyber-attack is new and it’s unclear the extent of the damage. But the attack focused on the desktop software for Windows.
The infected file was downloaded from the Comm100 website.
The cyber-attack involved the use of a JavaScript-based implant that executed a code to give hackers access.
This type of cyber-attack is called a supply chain compromise. In other words, hackers are targeting supply companies that sell their products to other companies.
It’s a lucrative strategy to attack a software provider who can provide access to thousands of other companies.
The thing is that the malicious file is believed to have been downloaded by companies in fields including healthcare, manufacturing, insurance, and technology.
Most of the affected companies are in the U.S.
The reality is that website chat apps present a wealth of data for hackers.
With that in mind, here are a few things you should do if you use website chat services.
They know what you are typing:
Maybe you have a question about a product, or you need a refund…
Regardless of your customer service needs, the person on the other end can see what you type before you send it.
For example, when you use a chat box within a website, the employee on the other end watches you type in real-time, and they can see it even before you hit send.
When you wait for a response it’s a ploy. The company wants you to think they are researching your account or looking up something.
The fact is that the send button on website-based chats is nothing but an illusion.
So, be careful what you type because as you type the other person is seeing it.
Limit what you share:
There is no doubt that website chat apps might not be secure, so you should limit what you share.
For instance, if you want to purchase through the website, I wouldn’t do so through the chat box.
Don’t share your credit card number or other personal details through the chat. Instead, call the company or place the order through their traditional website.
The chat boxes should be used for asking general questions or maybe checking the tracking of an order.
If you have a more complex or personal question, call the company on the phone or send them an email.
Verify it’s a person:
Many times, companies will set up a website chat option but it’s an automated service.
They will want you to communicate through the chat box but it’s not necessarily a live person.
So, before you ask questions or share any information you should verify that it’s a live person.
You can do this by asking things such as, “How is your day going?” Or asking if “they work at the call center location in New York?”
You don’t want to share your account number or ask a question if there is not a live person to help you.
Keep in mind that you shouldn’t have to share a lot of information if you are already a customer.
If the chat agent is asking too many questions or is trying to get private information you should end the chat. It could be a hacker that has taken control of the website chat app.
If you are unsure whether the website chat app is safe you can always call or email the company.
This is going to be the safest option even though it might take a little longer.
