Auto Trader puts customers in the driving seat when it comes to their data
TRADER wanted their customers to feel confident in how they were handling their sensitive personal data and reassured that their payments were being handled in a compliant way.
As a leading digital player in the Canadian automotive industry, boasting recognisable brands such as Auto Trader, it was important for TRADER to ensure the security of its customer service channels. They sought a payment solution, one that would safeguard data, without compromising on customer experience . And of course, integrate with the company’s existing payment gateways, cloud platforms, internal phone and CRM systems.
What compliance solution did they choose?
TRADER entrusted PCI Pal to protect its customers’ sensitive information, implementing our Agent Assist cloud solution which utilises Dual-Tone Multi Frequency masking technology to shield sensitive payment data shared by the caller.
The solution ticks the security box for TRADER and because their contact centre agents can continue the conversation and assist customers throughout calls, without being exposed to their card information, ticks the CX box too.
The Results
TRADER has expressed how customers and agents alike love the solution. Special attention was paid to ensuring the team understood the technology and implementation process. We worked closely with TRADER’s VoIP partner to ensure a seamless transition, integrating into TRADER’s existing ways of working and communication, which meant business as usual for the busy team.
Agent Assist has afforded TRADER the highest levels of compliance while giving customers the peace of mind that their payment details are in good hands.
Read about Trader’s full compliance journey.
The post Auto Trader puts customers in the driving seat when it comes to their data appeared first on PCI Pal.
*** This is a Security Bloggers Network syndicated blog from Knowledge Centre – PCI Pal authored by Stacey Richards. Read the original post at: https://www.pcipal.com/en/knowledge-centre/news/auto-trader-puts-customers-in-the-driving-seat-when-it-comes-to-their-data/
