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Many companies offer live chat services to provide support to customers.

However, users must make sure that they’re on the organization’s legitimate site, or they could end up handing over their details to fraudsters. Experts have come across a bogus e Bay support site that used a third-party live chat service from Volusion in an attempt to trick users into handing over their credentials and other sensitive information.

Here are some important things to remember when using live chat: - Only access the live chat directly from the company’s legitimate website, not via links received in emails; - If the person you’re talking to asks for your password, PIN or other financial information, you might be dealing with a scammer; Phishing attacks that rely on social engineering can be highly effective, despite the fact that they’re not as automatized as attacks that rely on malware or phishing websites that replicate a company’s login page.

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“The agent providing ’support’ claimed that the chat was accessed by clicking a live chat button in e Bay's order confirmation email.

When Netcraft attempted to question the legitimacy of the live chat, the agent immediately disconnected,” Netcraft’s Nick Hatter wrote in a blog post.

Or more simply, proactive live chat is when the chat window pops up by itself.

As The Chat Shop describes it, reactive chat is like “going into a store and browsing around, you can see the sales associate is in the store and available to help, all you need to do is ask. In fact, a Forrester study from 2010 found that, “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.” In addition: All good signs.

Fake Conversations is an application used to create fake conversations.

Last modified 02-Dec-2016 12:31