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Sometimes, in everyday life, you need to contact a customer service agent on an online platform or a dedicated website. Next time, however, when you plan to connect to one of them to search for information, you should know that he can see what you are writing.
That's what a site reader Gizmodo.com, who sent a screenshot of his correspondence to a site, said. The operator responded before the user sends the question, writes the media.
On different platforms, there is now a live chat service that offers real-time viewing functionality allowing agents to prepare their responses in a timely manner before the customer sends their request. Other real time chats offer Ikea, Paypal and McDonalds. They also allow operators to see the text that visitors bring to the site.
The advantage is that users receive an immediate response and the negative – that the whole process is followed by the operators. For manufacturers of the option, it is a technological innovation that, in their opinion, will result in greater customer satisfaction. However, when an operator responds too quickly or before the question is asked, it becomes too scary and creates a sense of supervision and a lack of personal space at the site visitor.
This feature is made possible by running JavaScript on the client's browser and detecting in real time what is happening on a particular site. This method is the equivalent of Internet search engines that know what we are looking for when we only enter the first word or words. Companies can rebadure people by telling them in advance that their messages are visible before they are sent.
If you think this tracking only applies to your digital activities, it is far from the case. You should be careful with your phone conversations. As reported in a New York Times article ten years ago, phone calls are recorded even when you are in "sleep" mode.
To limit this monitoring and if you do not want operators to learn something about you personally, you can do two things. First, while waiting to contact an operator by phone, mute the conversation. The second tip is to write your question in a separate document and copy it directly into the chat, not to write it directly to that location.
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