Talkative Privacy Policy

Talkative values your privacy. This privacy policy document explains what personal data we might collect from you and how we use it. This policy applies if you visit Talkative’s website, social media or other web pages located on websites, use any mobile application provided by Talkative. This policy also applies if you use Talkative’s websites, Engage solution, products, and/or content (collectively, the “Solution”) directly or through a Talkative customer (for example, on a Talkative client's website or mobile app).

What does Talkative do?

Talkative helps organisations convert online customers by enabling human communication through your website, face-to-face, page-by-page. The Talkative solution allows companies to embed voice, video, chat and cobrowsing into their websites.

What information do we collect from you?

If you engage with an organisation that uses our Solution, we may collect:

  • Interaction transcripts on behalf of the organisation.
  • Information requested by the organisation, such as information related to your browsing, purchasing and online behaviour and activities.
  • Machine information, such as IP address, operating system and type of device used.

If you visit our website, we may also collect:

  • Information you provide to us, including personal information, such as your name and contact information, surveys, transcripts and recordings of your communications with us.

  • Machine information, such as web browser, IP address, page view tallies, time spent on each page, page browsing information.

How does Talkative collect information?

We collect information when you engage with an organisation that uses our Solution, which may be enabled on its website or in its mobile applications. We may also collect info in the following ways if you visit our websites or use our application:

  • Your communications with Talkative.
  • Your requests for information and other content.
  • A technical support request you submit.
  • Your participation in a Talkative promotion.
  • Recruitment and job applications.

We may also collect information from our direct interactions with you, publicly available data or data provided by third-party sources, such as marketing opt-in lists.

How does Talkative use the information it collects?

Talkative uses the information to provide and improve the Solution, to the benefit of organisations and end users. If you engage with an organisation that uses the Solution, we use the information we collect as directed by the organisation. For example, your information may be used to determine whether to deploy a webcall offer to allow the organisation to engage with you.

If you visit our websites or use our application, we may also use your information to:

  • Deliver information requested by you,
  • Deliver marketing materials to you,
  • Consider you for employment with Talkative (if you submit a CV).

Talkative may retain your information for a period of time. For example, if you engage with an organisation that uses our Solution, we may retain your information for the period of time agreed on with the organisation. We may also retain your information during the period of time needed for Talkative to pursue our legitimate business interests, conduct audits, comply with our legal obligations, resolve disputes, and enforce our agreements.

Does Talkative use cookies?

We set and use cookies and other identification technologies for record keeping purposes and to enhance your experience, if you choose to visit our websites or use our Solution on our clients’ websites.

Your choice

Web browsers are usually set to accept cookies. However, if you prefer not to receive cookies, you typically have the option of setting your browser to refuse cookies. If your browser is set to refuse cookies, it is likely that some of the functionality offered by Talkative will not be available or will not work as effectively for you.

For further information about cookies, including how to see what cookies have been set on your device and how to manage and delete them, you can visit www.allaboutcookies.org

Sharing of information

Talkative does not sell, trade or rent personal information provided by you in any transcript, survey or recording for direct marketing or any other purpose, except as provided in this privacy policy or with your permission. Talkative does not disclose the contents of transcripts, surveys or recordings other than to service providers performing solution on behalf of Talkative, other than as provided in this privacy policy or with your permission.

If you engage with an organisation that uses our Solution, we may share your information with that organisation.

For legal reasons we may share your information if we reasonably believe that it: (i) is necessary to comply with a legal process (such as a court order, subpoena, or search warrant) or other legal requirement of any governmental authority; (ii) would potentially mitigate our liability in an actual or potential lawsuit; (iii) is necessary to enforce this privacy policy or our Terms of Use or any other agreement in place between you and Talkative; (iv) is necessary to investigate and prevent unauthorised transactions or other illegal activities; and/or (v) is otherwise necessary or appropriate to protect our rights or property or the rights or property of any person or entity.

We may aggregate information so that it isn't personally identifiable and use and share such aggregated information for training and quality assurance purposes and to deliver and improve our Solution.

Access and changes to personal data

If you elect to engage in any communication or engagement session with Talkative or a customer that uses our Solution, it is up to you to decide what, if any, information to provide during such session. Depending on your request, it may not be possible for us or our customer to address all of your questions without further information from you. If you do not wish to provide certain information, then you should not do so.

If you have signed up to receive Talkative’s marketing or advertising communications, you may, at any time, opt out of receiving further communications by clicking on the opt-out link at the bottom of a marketing or advertising email you receive. You may also contact us at dataprotection@talkative.uk to opt out or to request changes to your personal information.

You may request to review, correct, delete, or receive a copy of any of the personal information you’ve provided to an organisation that uses the Solution or withdraw your consent to Talkative processing your personal data by either contacting the organisation directly or by contacting us at dataprotection@talkative.uk and we will respond within a reasonable period of time.

How does Talkative keep my information secure?

We use security measures designed to protect against the loss, misuse and alteration of the information under our control. Talkative interactions are encrypted during transmission. In addition, transcripts that we store are maintained and archived on secure, hardened servers that are hosted on highly secure data centres. Access to this data is protected by multiple layers of controls, including firewalls, role-based access controls, authentication mechanisms and monitoring. Data is backed up, and archives are stored off-site in a secure location. We also offer additional encryption functionality and data masking to our customers. If you are communicating with an organisation that uses our Solution, you should review the privacy practices of that organisation to understand which security measures they use.

Children

The Talkative Solution is not directed to individuals under 18. If you are under the age of 18, you may not use the Solution or provide any personal information to us. Talkative does not knowingly collect personal information from individuals under the age of 18. If you are a parent of an individual under 18 and believe your child has provided personal information to Talkative please contact us at dataprotection@talkative.co.uk where you may request to exercise your applicable access, rectification, cancellation, and/or objection rights. Talkative reserves the right to immediately delete the information of any individual, to the extent permitted by law, who it believes is under the age of 18.

Miscellaneous

We recommend that you review this privacy policy periodically, as we may update it from time to time. Your use of our websites, apps and Solution, as applicable, constitutes your consent to the new privacy policy to the fullest extent permitted by law.

We are not responsible for and do not control the privacy practices of any of our customers or any other third party. We encourage you to review the privacy practices of each third party.

We welcome your feedback on our privacy policy. Please send any comments or questions to dataprotection@talkative.uk or to Talkative Ltd, Wesley Clover Innovation Centre, Chepstow Road, Newport, NP18 2YB, United Kingdom

Last updated on 10th Dec 2018