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Data breaches are dominating headlines. Privacy regulations are tightening. In this uncertainty, businesses must prioritize customer trust in every interaction.
Trust and security are vital to us here at Glance. Glance’s dynamic field masking, a cornerstone of our cobrowsing platform, ensures sensitive information, such as credit card numbers, Social Security numbers, or other personally identifiable information, remains obscured in real time. This powerful feature enables businesses to deliver personalized, secure support without compromising privacy, fostering confidence and compliance.
Let’s dive into how dynamic field masking works, why it’s critical, and how it drives exceptional customer experiences across industries.
How dynamic field masking works
Glance’s dynamic field masking is seamlessly integrated into our cobrowsing solution, enabling support agents to guide customers through web pages without exposing sensitive data.
When a cobrowse session begins, Glance’s platform uses rules-based detection to identify fields containing sensitive information - such as payment details, personal identifiers, or proprietary data-based on predefined rules or custom configurations set by the business. These fields are automatically obscured in real time, appearing as asterisks or blurred text to the agent while remaining fully visible and editable to the customer.
When using Glance, sensitive customer information is obscured in the agent’s view. And agents can’t take action, like submitting, a form on a customer’s behalf.
Protecting privacy while guiding customers in real time
This masking happens instantly, without requiring manual intervention from the agent or additional steps for the customer. For example, during a cobrowse session to troubleshoot an online payment issue, the customer can input their credit card details while the agent sees only a masked version, such as “****************.” This allows the agent to provide precise guidance, pointing to the correct field or button while maintaining strict privacy boundaries.
Adaptable security that keeps up with change
Administrators can customize masking rules to align with their specific compliance needs, ensuring flexibility across various industries, including finance, healthcare, and e-commerce. Glance’s solution supports dynamic updates to masking rules, allowing businesses to adapt protocols as regulations evolve or new sensitive data types emerge, while also responding in real time to changes in webpage content during sessions.
Why dynamic field masking is essential
Compliance adherence
Compliance with regulations like HIPAA, PCI DSS, and GDPR is non-negotiable for businesses handling sensitive data. A single misstep, such as an agent viewing unmasked personal information, can lead to costly fines, legal repercussions, and eroded customer trust. Glance’s dynamic field masking mitigates this risk by ensuring sensitive data never appears on the agent’s screen, reducing the chance of human error and unauthorized access.
Customer confidence
Beyond compliance, this feature enhances customer confidence. When customers know their personal information is protected during support interactions, they’re more likely to engage fully, share necessary details, and complete transactions.
For instance, a customer hesitant to share payment details over a support call may feel secure knowing Glance’s technology shields their data during a cobrowse session. Businesses can reinforce this trust by adding visual cues, such as a red border around masked fields, to clearly show customers which fields are hidden from the agent’s view. This trust translates into higher satisfaction rates and stronger brand loyalty.
Streamlined support workflows
Dynamic field masking also streamlines support workflows. By setting masking conditions into the web or mobile app experiences, agents can focus on resolving issues rather than navigating complex privacy protocols. This efficiency reduces average handling times and boosts first-contact resolution rates, directly impacting operational costs and customer experience metrics.
Real-world impact: a success story
SoFi faced the inherent complexity of financial loan applications, for both agents and members, which often led to frustrating, inefficient experiences. Filling out applications online could result in vague “incomplete” messages, with users unsure where they'd gone wrong.
At the same time, agents struggled to guide callers effectively, making it difficult to locate and resolve issues together.
To bridge this gap, SoFi implemented Glance’s cobrowse with dynamic field masking, enabling agents to guide the members through the app while sensitive fields, like Social Security numbers and account details, remained obscured. With this visual guidance, issues were resolved quickly, and members completed their applications confidently, assured that their data was protected. The results were clear: SoFi delivered service 12× faster and reduced average handle time by 50%, proving the power of faster, friendlier support.
Industry applications
Dynamic field masking shines across industries:
- In retail, it protects payment details during checkout support, encouraging transaction completion.
- In telemedicine, it ensures patient data remains private during virtual consultations.
- In insurance, it safeguards personal information while agents assist with claims.
This versatility makes Glance a go-to solution for businesses prioritizing privacy and customer experience.
Future-proofing privacy
As privacy regulations evolve, think GDPR’s expansion or new state-level data laws, Glance’s dynamic field masking keeps businesses ahead of the curve. Its flexible configuration ensures adaptability to emerging requirements, making it a long-term investment in compliance and trust. This forward-thinking approach positions Glance as a partner for businesses navigating the complex privacy landscape.
Building a foundation of trust
Glance’s dynamic field masking is more than a technical feature; it’s a commitment to secure, customer-centric support.
By protecting sensitive data in real time, Glance empowers businesses to deliver seamless assistance while upholding the highest privacy standards. This balance of functionality and security drives trust, loyalty, and operational efficiency, helping companies thrive in competitive markets.
Ready to see dynamic field masking in action? Schedule a demo at glance.cx or explore technical resources in our Developer Center and Help Site to learn how Glance can elevate your customer experience.
Dynamic field masking is valuable across industries that handle sensitive data, including:
- Finance: protecting credit card details and Social Security numbers during loan or payment support.
- Healthcare: safeguarding patient information during telemedicine and online consultations.
Retail & eCommerce: securing customer payment information during checkout support. - Insurance: protecting policyholder data when assisting with claims or applications.
For example, SoFi used Glance’s cobrowsing with dynamic field masking to simplify complex loan applications. Members completed forms more confidently, while agents guided them without ever seeing sensitive data. The results included 12× faster service and a 50% reduction in average handle time.
Glance safeguards sensitive data through multiple layers of protection, extending beyond dynamic field masking.
- Glance session content is not recorded, captured, or stored on Glance’s servers.
- All cobrowsing traffic is secured with Transport Layer Security (TLS) encryption, keeping data safe while in motion.
- Customers also stay in control with explicit consent required to start a session and the option to end a session at any time.
- To reinforce trust, Glance maintains annual compliance with ISO/IEC 27001 and SOC 2 Type 2 certifications, demonstrating its commitment to strong, verifiable security practices.
Learn more at our Trust Center.
