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Yomdel’s commitment to the General Data Protection Regulation (GDPR)

As most businesses are aware, new European data protection regulations are coming into force on 25th May, 2018, the most significant piece of European privacy legislation in the last 20 years. It will impact every business or organisation that holds and processes personal data.

Yomdel is no exception, and we’ve been working hard to ensure we’ll be fully compliant with the EU General Data Protection Regulation, or GDPR, when it takes effect.

We’re fully committed to high standards of information security, privacy and transparency so you can trust Yomdel and its partners with the data we process on your behalf. We have put together a list of frequently asked questions, that can be found here

What is GDPR?

The EU General Data Protection Regulation is replacing The Data Protection Act 1998, as introduced by the 1995 EU Data Protection Directive. It is designed to harmonise data privacy laws across Europe to protect the data privacy of all EU citizens and means that businesses will need opted-in permission from consumers to use their data, as opposed to the current opt-out model.

GDPR also changes the way companies can process personal data to ensure it is handled lawfully, consensually and in a transparent manner and only ever used for specific purposes as highlighted to the individual and that once that purpose is fulfilled, the data should be deleted. The new regulations give back control of the use of personal data to the customer.

How are Yomdel services impacted by GDPR?

If you’re a current Yomdel customer or looking for a fully-managed live chat provider, you’ll understand that carefully executed live chat is a valuable tool for both your organisation and your customers. Yomdel not only provides a fully staffed and managed live chat solution for your website working on your behalf but also allows customers to communicate with your business directly at the click of a button.

The primary aim of Yomdel is to increase conversions on your website, be that lead generation, increased sales or top class customer service offered to your web visitors. During this process, Yomdel proactively collects contact information and other details from potential or existing customers and passes that data directly on to our clients.

What data is collected?

The personal data we collect during the course of a live chat can be the visitor’s name, address and contact telephone number and email address, and it also includes the nature of their interest, such as what type of product or service they’re interested in and any other contextual information. This information is packaged using our own internal systems and sent to you along with the chat transcript via email or other data transfer methods.

Additionally, our systems can be used to identify key visitor detail such as location and IP address and, if the visitor is returning to the site, the software can also identify them and retrieve any previous chat data.

As a fully-managed service provider, Yomdel therefore falls into two categories. We’re both a ‘data controller’ (also called data exporter) and ‘data processor’ (data importer) as we collect and process data for clients who pay for our services.

How does Yomdel ensure live chat customers opt in?

The information we capture is volunteered by the chat visitor in response to requests by our live chat operators during the live chat engagement. As legitimate interest, visitors leave live chat with the expectation that their data will be used only by representatives of the website on which the chat took place to contact them about the subject they had explicitly discussed in chat and nothing else. Through direct instruction we process that data by sending it on to you so it can be processed like other personal data.

At this point it is important that your organisation is also implementing GDPR on behalf of your customers. You can find guidance on GDPR here.

How is Yomdel making sure it is GDPR compliant?

At Yomdel we’re committed to data protection and compliance with all statutory, regulatory and contractual requirements. We’re working internally and with our suppliers to do what is necessary to protect the interests, property and information of both our own company and those of our clients against threats or loss.

Here at Yomdel, like many companies in the UK, we have prepared for this by reviewing of our policies and procedures to ensure we maintain compliance with the new regulations.

We’re doing this by following best practice and carrying out a DPIA (Data Protection Impact Assessment) as per Article 35 of the GDPR.

We are ensuring:

  • Live chat data is stored in data centres that are compliant with the data protection regulations
  • Mechanisms are in place to delete all specific customer data if required, subject to any legal requirements
  • Internal and external security audits and employee training are ongoing.

We only work with suppliers who provide best-in-class services which will be compliant with GDPR from 25th May, 2018.

How can Yomdel help your organisation?

Becoming GDPR compliant can seem a rather daunting task for any organisation, so the team here at Yomdel will always do whatever it can to make the process easier for you.

We can advise you on:

  • What live chat data is collected during a live chat specific to your company so you’re correctly advising your customers;
  • Where data is kept and how the customer can request you remove it;
  • What procedures we use for processing live chat data.

Next steps

We will soon be updating our Terms of Service to reflect GDPR and will be contacting all our clients with further information in due course.

In the meantime, if you have any questions, please don’t hesitate to contact Yomdel, for more information by using the form.


Find out more about GDPR

Want more information about Yomdel and GDPR compliance? Get in touch.