LiveHelpNow Customer Website Privacy Policy
Welcome to the LiveHelpNow Technology Privacy Policy (also known as LiveHelpNow’s Customer
Website Privacy Policy). This Privacy Policy applies to you if you visit the website of one of
LiveHelpNow’s business customers and LiveHelpNow’s communication technology and/or other
engagement technology or services have been implemented on that website. This Privacy Policy
also applies to you if one of our business customers uses our technology to initiate a chat
session or other communication service with you or otherwise engages with you while you are
visiting, or after you visit, a social media website or other third party website. This Privacy
Policy applies regardless of whether you are using a computer, a mobile device or other device.
This Privacy Policy does not apply to visitors to LiveHelpNow’s website at
www.livehelpnow.net. For privacy terms applicable to those visitors,
please click here.
The Privacy Policy explains how LiveHelpNow may collect, use, and disclose “Personal Information”
and other information we obtain through LiveHelpNow’s communication technology and other engagement
technology and services (collectively referred to in this Privacy Policy as “LiveHelpNow’s
engagement technology”).
Personal Information Defined.
LiveHelpNow considers “Personal Information” to include information
that alone or when in combination with other information may be used to readily identify or contact
you, such as: name, address, email address, or phone number. LiveHelpNow does not consider Personal
Information to include information that has been anonymized so that it does not allow a third party
to easily identify a specific individual.
Use and Acceptance.
By using LiveHelpNow’s engagement technology, you agree to this Privacy Policy.
If you do not accept this Privacy Policy, you must not use LiveHelpNow’s engagement technology
to communicate with or engage with a LiveHelpNow Customer.
What does LiveHelpNow do?
LiveHelpNow’s offers a platform that enables our business customers to communication with,
interact with, and deliver content to, visitors to their websites and other prospective customers
in real-time via chat, voice, email and other communication and delivery methods. We are an
Application Service Provider, or “ASP”, and we offer our proprietary technology as a hosted solution
to our business customers (referred to in this Privacy Policy as “LiveHelpNow Customers”). As an ASP,
we collect information from end users (referred to in this Privacy Policy as “you” or “LiveHelpNow User”)
of our LiveHelpNow Customers via our services.
What information do we collect from LiveHelpNow Users and how do we collect such information?
Communication Products and Services.
If you engage in a communication with a LiveHelpNow Customer
agent using LiveHelpNow’s chat, email, voice or other communication products or services, you may
voluntarily provide, or otherwise be asked by the LiveHelpNow Customer to provide, Personal
Information such as your name, contact information and other information to facilitate service.
You may also be asked to complete a pre- or post-interaction survey hosted by LiveHelpNow in order
to allow the LiveHelpNow Customer and LiveHelpNow to obtain valuable feedback. The survey may ask
for contact information (e.g., email address), demographic information (e.g., zip code, age or
income level) and other information as determined by the LiveHelpNow Customer. By providing Personal
Information and other information via LiveHelpNow’s services, you consent to LiveHelpNow collecting
and processing such information for the purposes outlined in this Privacy Policy.
LiveHelpNow maintains transcripts of chats, emails and other written communications conducted
between you and LiveHelpNow Customer agents using LiveHelpNow’s engagement technology
(collectively, “Transcripts”). LiveHelpNow also maintains copies of surveys (“Surveys”) and
LiveHelpNow may, in accordance with applicable law (including laws related to notice and/or consent),
record and maintain recordings of voice communications (“Recordings”).
Browser Information and Usage Information.
We log web browser information (e.g., Internet Protocol
addresses and browser types) and other usage information from the LiveHelpNow Customer’s website
such as page view tallies, time spent on each page, geographic location information, page browsing
information and operating system information. If the LiveHelpNow User is using a mobile or other
device to visit the LiveHelpNow Customer’s website, we may collect hardware information related
to the device used by the LiveHelpNow User.
Your browser may be set to limit or prevent any of the browser information described above from
being transmitted. If so, certain communication tools and other features and functions offered
by the LiveHelpNow Customer on their website may not be available to you.
Information requested by the LiveHelpNow Customer.
Depending on the products or services
purchased by the LiveHelpNow Customer, LiveHelpNow may, on behalf of the LiveHelpNow Customer,
provide feedback and run reports related to the browsing, purchasing and online behavior and
activities of LiveHelpNow Users. The LiveHelpNow Customer may provide data (including data related
to the LiveHelpNow Customer’s visitors) to LiveHelpNow in order for LiveHelpNow to combine such
data with LiveHelpNow’s data for purposes of analyzing such combined data and providing feedback
and running reports related to such combined data on behalf of such LiveHelpNow Customer.
LiveHelpNow maintains records of all such analyses, feedback and reports.
Also, depending on the products or services purchased by a LiveHelpNow Customer, LiveHelpNow
may, on behalf of the LiveHelpNow Customer, obtain from a third party data source commercially
available information related to a LiveHelpNow User. LiveHelpNow maintains copies of such
information. As mentioned below, LiveHelpNow is not responsible for the privacy practices of
any LiveHelpNow Customer or any third party.
Cookies.
LiveHelpNow’s services use cookies (defined in the definitions section below) and
other technologies such as pixel tags (defined in the definitions section below) to collect
and store information that is generated automatically as you use the services or a
LiveHelpNow Customer’s website, including your preferences and anonymous usage statistics.
Browsers are usually set to accept cookies. However, if you prefer not to receive cookies,
you typically have the option of setting your browser to refuse cookies. If your browser is
set to refuse cookies, it is possible that some of the functionality offered by LiveHelpNow
will not be available or will not work as effectively for you.
How does LiveHelpNow use and disclose information it collects from LiveHelpNow Users?
Transcripts, Surveys and Recordings.
LiveHelpNow may access and use Transcripts, Surveys
and Recordings for purposes of performing or delivering a service to the LiveHelpNow Customer,
providing maintenance or support services for a LiveHelpNow Customer, for training and quality
assurance purposes and/or for purposes of improving our services. Third-party service providers
retained by LiveHelpNow to perform agent or operator services or other services on behalf of a
LiveHelpNow Customer and/or on behalf of LiveHelpNow may also have access to Transcripts,
Surveys and Recordings for purposes of performing or delivering a service to the LiveHelpNow
Customer, providing maintenance or support services for a LiveHelpNow Customer and/or for
training and quality assurance purposes.
LiveHelpNow Customers have access to the Transcripts and Recordings between you and their
agents. LiveHelpNow Customers also have access to the Surveys that they conducted with you.
LiveHelpNow Customers may download, copy and use such Transcripts, Recordings and Surveys.
LiveHelpNow has no control over the privacy practices of LiveHelpNow Customers. You are
encouraged to review the privacy practices of LiveHelpNow Customers.
Browser Information and Cookies.
We use browser information, cookies and pixel tags to
determine whether a chat, voice or email button or other communication service should be
deployed on your browser (in order to allow the LiveHelpNow Customer to offer assistance or
offers to you or otherwise engage with you). We may also use browser information, cookies and
pixel tags on our own behalf and/or on behalf of LiveHelpNow Customers to recognize whether
you are a return visitor, to help us improve our product and service offerings, for quality
assurance and training purposes, for purposes of performing data analysis and running reports,
to help diagnose problems with our servers, to gather broad demographic information, to
administer and optimize our services, to deliver marketing or other materials to you on
behalf of our LiveHelpNow Customers and for other lawful purposes.
Aggregate Information.
We may aggregate information so that it is not Personal Information,
and we may use and share such aggregated information for training and quality assurance
purposes, for purposes of delivering services to our LiveHelpNow Customers, for purposes
of improving our services and for other lawful purposes.
Third Parties.
LiveHelpNow does not sell, trade or rent Personal Information provided by
you in any Transcript, Survey or Recording for direct marketing or any other purpose,
except as provided in this Privacy Policy or with your permission. LiveHelpNow does not
divulge the content of Transcripts, Surveys or Recordings to third parties other than to
LiveHelpNow Customers, service providers performing services on behalf of LiveHelpNow and/or
LiveHelpNow Customers, others as provided in this Privacy Policy or with your permission.
LiveHelpNow Customers may contract with third parties to provide services that connect
to or leverage LiveHelpNow’s services. As mentioned below, LiveHelpNow is not responsible
for the privacy practices of any LiveHelpNow Customer or any third party.
LiveHelpNow uses third party data facilities, web and data analytics providers, and
other third party service providers to perform services related to our services that are
routinely handled by such providers. Such providers may store and, if applicable, process
Personal Information and other information in keeping with the service that they provide.
Legal Requirement to Disclose.
LiveHelpNow may disclose your information including Personal
Information if LiveHelpNow reasonably believes that disclosure: (i) is necessary in order to
comply with a legal process (such as a court order, subpoena, search warrant, etc.) or other
legal requirement of any governmental authority, (ii) would potentially mitigate our liability
in an actual or potential lawsuit, (iii) is necessary to enforce this Privacy Policy, our Terms
of Use or our agreement with a LiveHelpNow Customer, (iv) is intended to investigate and prevent
unauthorized transactions or other illegal activities, or (v) is otherwise necessary or
appropriate to protect our rights or property, or the rights or property of any person or entity.
Your rights pertaining your data
Based on our legitimate interests, we collect the data for the purpose of running this website. Your data is not used for any other purposes or shared with third parties. It is removed upon your request.
If you have left comments on the Website, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we rectify or erase any personal data we hold about you. Please send your request to erase@livehelpnow.com
• The right to withdraw consent
• The right of access
• The right to erasure
• The right to rectification
• The right to data portability
• The right to object
• Notification of data breaches
• The right to lodge a complaint with a supervisory authority
Special Notice to LiveHelpNow Users located in countries other than the United States.
If you are visiting from the European Union or other regions with laws governing data
collection and use that may differ from U.S. law, including those whose privacy laws may
be more restrictive than U.S. law, please note that you are transferring your personal data
to the United States to LiveHelpNow. By providing your personal data you consent to that transfer.
How does LiveHelpNow protect your information? Security. Data transmissions over the Internet
cannot be guaranteed to be fully and absolutely secure. Our website and our services have
security measures in place designed to protect against the loss, misuse and alteration of the
information under our control. Our security measures include the following:
Encryption and Firewalls.
Chat transcripts are encrypted (defined in the definitions section below)
during transmission. We use standard Secure Socket Layer (SSL) encryption that encodes information
for such transmissions. All Transcripts and Survey responses are maintained and archived on secure
servers. Access to stored data is protected by multi-layered security controls including firewalls,
role-based access controls and passwords. No LiveHelpNow Customer is permitted to view another
LiveHelpNow Customer’s Transcripts or Survey responses (or the Personal Information contained
therein). Data is backed up daily and archives are stored off-site in a secure location. Other
security measures. We offer additional encryption functionality and data masking (defined in the
definitions section below) to LiveHelpNow Customers. You should review the privacy practices of
the LiveHelpNow Customer to understand the security measures used by the LiveHelpNow Customer.
Additional terms that may apply to your information
LiveHelpNow Customer Websites and other Third-Party Websites.
LiveHelpNow’s services are used
by our LiveHelpNow Customers on our LiveHelpNow Customers’ websites. LiveHelpNow is not responsible
for and does not control the privacy practices of any LiveHelpNow Customer or any third party.
Accordingly, we encourage you to review the privacy practices of each LiveHelpNow Customer and
other third party.
Business Transfers.
In the event that all or substantially all of LiveHelpNow’s assets have been
acquired, or in the event of any merger, bankruptcy or reorganization involving LiveHelpNow, all
Transcripts, Recordings and Surveys, as well as all other information about you and your use of
our services will likely be included in the acquired or merged assets.
Choice Regarding Personal Information.
If you elect to engage in any communication session or
other engagement session using our services, it is up to you to decide what, if any, information
to provide during such session. Depending on your request or the means of communication or
engagement it may not be possible for LiveHelpNow or a LiveHelpNow Customer to communicate
with you or engage with you or address all of your questions without providing some information.
Nevertheless, if you do not wish to furnish certain information, then you should not do so.
New Uses of Information.
From time to time, LiveHelpNow may use information for new,
unanticipated uses not previously disclosed in our Privacy Policy. If our information practices
change regarding information previously collected, LiveHelpNow will make reasonable efforts to
provide notice and obtain consent to any such uses as may be required by law.
Contacting LiveHelpNow LiveHelpNow welcomes your feedback on our Privacy Policy. Please send
your comments to privacy@LiveHelpNow.com or to: LiveHelpNow, Inc., Attn: Legal Department – Privacy,
520 Evans St. Suite 2, Bethlehem, PA 18015.
Changes to this Privacy Policy We recommend that you review this policy periodically, as we may
update it from time to time. Your use of any LiveHelpNow service offered on the website of any
LiveHelpNow Customer following a change to this Privacy Policy represents your consent to the new
Privacy Policy to the fullest extent permitted by law.
Definitions Cookies are pieces of information that some websites transfer to a visitor’s web
browser accessing the website and are used for record-keeping purposes by many websites. Use of
cookies makes web-surfing easier by performing certain functions such as saving passwords, lists
of potential purchases and personal preferences regarding the use of the particular website, and
ensuring that the user does not see the same ad repeatedly.
Data masking is the process of obscuring (masking) specific data elements within a communication
or storage device. Once data is masked the masking cannot be reversed.
Encryption is the process of transforming information into unreadable text so that it is only
legible to those possessing an encryption key. The process of making encrypted information
readable again is referred to as decryption.
Pixel tags are small graphic images that are embedded in a web page or email for purposes of
tracking activity on web pages or whether a user has opened or accessed an email. A pixel tag
may be set to identify on what browser and computer it was viewed, whether that browser has
cookies received from a server associated with the pixel tag, and whether the web page or
email with the pixel tag was forwarded or copied.
Web browser is a software program that allows a user to access, retrieve and view information
on the World Wide Web. Examples of browsers include Internet Explorer, FireFox, Google
Chrome and Safari.