What are the best tools and practices for encrypting online support chats and emails?

1 What is encryption?

Encryption is the process of transforming data into a secret code that only authorized parties can read. Encryption uses algorithms and keys to scramble and unscramble the data, making it unreadable to anyone who doesn't have the right key. Encryption can be applied to different types of data, such as text, images, audio, or video. Encryption can also be done at different levels, such as end-to-end, where only the sender and receiver can decrypt the data, or in transit, where the data is encrypted while it travels over the internet.

2 Why encrypt online support chats and emails?

Online support chats and emails are sensitive and confidential information that you and your customers share. They may contain personal details, account numbers, passwords, payment information, or feedback. If these chats and emails are not encrypted, they could be exposed, stolen, or tampered with by hackers, competitors, or malicious actors. This could result in identity theft, fraud, data breaches, reputation damage, or legal liability. Encrypting your online support chats and emails protects your customers' privacy and security, and also builds trust and loyalty with them.

3 How to encrypt online support chats?

One of the best ways to encrypt your online support chats is to use a secure chat platform that offers end-to-end encryption. This means that only you and your customer can read the chat messages, and no one else, not even the chat provider, can access them. Some examples of secure chat platforms are Signal, Wire, or Wickr. These platforms also have features such as self-destructing messages, password protection, or verification codes. To use these platforms, you and your customer need to install the same app and exchange keys or codes. Alternatively, you can use a web-based chat service that encrypts the chat in transit, such as ChatCrypt or Cryptocat. These services do not require installation or registration, but they may not be as secure as end-to-end encryption.

4 How to encrypt online support emails?

One of the best ways to encrypt your online support emails is to use a secure email service that offers end-to-end encryption. This means that only you and your customer can read the email messages, and no one else, not even the email provider, can access them. Some examples of secure email services are ProtonMail, Tutanota, or Mailfence. These services also have features such as expiration dates, password protection, or encryption of attachments. To use these services, you and your customer need to create accounts and exchange keys or passwords. Alternatively, you can use an encryption software or plugin that encrypts the email content or attachments, such as GnuPG, Mailvelope, or SecureGmail. These tools require installation and configuration, but they can work with any email service.

5 What are the best practices for encrypting online support chats and emails?

To ensure that your online support chats and emails are encrypted properly and securely, it is important to use the right tools and follow best practices. Make sure to use strong and unique passwords or keys for your encryption tools and accounts, and change them regularly. Before starting a chat or sending an email, verify the identity of your customer with verification codes, phone calls, or other methods. Check the encryption status of your chat or email before sending or receiving any sensitive information; look for indicators such as padlocks, green bars, or symbols that show that the communication is encrypted. After you finish the support session, delete or archive your chat or email history, and do not store or backup your chats or emails on unencrypted devices or cloud services. Additionally, educate your customer about the benefits and risks of encryption, so they know how to use the encryption tools and protect their privacy and security.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?