We answer enquiries where your customers write.
We handle messages via WhatsApp, Facebook and Instagram under the same rules as phone and email. We agree with you in advance what is answered publicly and what belongs in a protected channel.
This is how we look after your messaging and social media channels.
Set the ground rules
We agree tone, topics and the line between a public answer and a protected channel. Sensitive topics go to your communications team by a fixed route.
Answer and redirect
We answer general questions directly. If personal data is needed, we redirect to a protected channel or a callback.
Document and report
Enquiries and outcomes are documented. We report frequent topics and points of criticism so that you can react early.
Messaging service in regulated industries requires care.
No sensitive data in public
We do not give personal information in comments or public posts. Anyone who publicly posts a customer or insurance number, contract details or health information is pointed to a secure route.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about messaging and social media service.
Question not listed? We reply within one working day.
We handle enquiries via WhatsApp, Facebook and Instagram. You decide which channels you offer. We set up the handling so that all channels follow the same rules.
That depends on the purpose and the technical implementation and must be clarified with your data protection officer, for example at a health insurer or an insurance company. Often the channel is used for general information, while personal matters move to a protected channel. We implement the rules you set.
You set the rules. For standard answers we work with agreed text modules; sensitive topics go to your communications team before we reply. That way, your organisation’s public voice stays in your hands.
We respond objectively, offer a direct contact route and transfer the case to complaint management. We analyse recurring points of criticism and report them to you.
In our systems, yes: all channels run there as one case per enquiry, so nobody has to repeat themselves. If we work in your system, this depends on its capabilities.
