Security & compliance at the core of your customer service
Not all outsourcing vendors take compliance seriously. But we do. Here's exactly how we protect your data, your customers, and your reputation.
Why security & compliance matters
When a customer contacts your support team, they're sharing private information and expecting it to stay that way. And a single breach can be enough to lose them permanently.
Our core certifications & compliance
That’s why EverHelp follows GDPR-aligned:
• Lawful data processing with defined retention periods
• Documented consent practices and clear protocols for data subject requests
This means:
• Payment-related support runs inside a controlled, audited environment
• Cardholder data is protected across every touchpoint
This certification tells you that:
• Our approach to information security is independently audited and third-party verified
• Data protection practices are tested and documented against a global standard
Why EverHelp prioritizes your security
We have three key reasons to put security and compliance at the top of our priority list.
Your customers' trust extends to everyone you work with
In the first 30 seconds of a support interaction, a customer can read out their card number, email, and spell out their address. They don’t think about who handles their data because they trust you. We want it to stay that way. Our GDPR, ISO 27001, and PCI DSS certifications prove that we will take care of your customers following the same standards you do.
Preventing a breach is always cheaper than recovering from one
With an average cost of a data breach rounding up to $4.44 million globally and who-knows-how-many churned customers, one thing your business shouldn’t do is cut corners on security. Our role-based access controls, MFA across every internal tool, and mandatory security training all ensure your business won’t have to pay the price of a cyber attack.
Scaling support shouldn’t mean compromised security
Expanding into new markets is exciting, right up until your legal team starts flagging data residency requirements and consent obligations. All EverHelp engagements start with a Data Processing Agreement tailored to your operations. We also include Standard Contractual Clauses for European data, and review any custom access or escalation requirements before the launch.
Don’t simply take our word for it — see EverHelp in action
Our security pillars behind every engagement
Having certifications is not enough to protect your support system. So we built a framework for day-to-day operations that maintains security through every interaction.
Controlled Access to Data
Within our approach, access to customer data follows a role-based model (RBAC), where each agent operates strictly within their functional scope. Payment data is the most tightly restricted, and access permissions are reviewed regularly, so exposure doesn't expand as roles change.
People & Security Culture
At EverHelp, security training is an ongoing practice. Every agent signs an NDA and Acceptable Use Policy before going live, covering data handling and disclosure restrictions, because security hygiene works best when it feels like second nature.
Technical Protection
In our partnerships, MFA is enforced across every internal tool. All work devices run specialized security software, and any processed data is encrypted in transit and at rest to minimize exposure at every stage.
Secure Operations
Our agents follow clearly defined SOPs for every data-sensitive task, so nothing relies on individual judgment in the moment. All actions are logged, changes go through a controlled process, with incident response procedures in place for handling any arising issues.
Compliance & Risk Management
Our compliance is built around the GDPR, ISO 27001, and PCI DSS frameworks, backed by regular risk assessments. Data minimization is our working principle: if it isn't needed for the task, it isn't collected. The same standards extend to all third-party tools and suppliers.
Clean desk & screen policy
Every agent is required to secure sensitive information whenever they step away – locking screens, storing physical documents in locked drawers, and keeping no passwords visible near their workstation. Unattended data, in any form, is a risk we don't leave to chance.
Compliance, tailored to meet the standards of every industry
• Retention strategies to decrease churn
• Feedback collection to enhance product development
• Technical expertise to ensure top CX
• GDS-certified agents trained for airlines, OTAs, and booking platforms
• 40% operational cost savings with peak-season scaling and proactive disruption management
• Multilingual coverage in 30+ languages for passengers from all over the world
• 76% first contact resolution for delivery exceptions and claims
• TMS integration for instant shipment data access
• Round-the-clock coverage for 3PLs, carriers, freight brokers, and shippers
• Security and data compliance training included
• Regular quality assurance checks
• Assistance with help desk optimization
Every industry has its support challenges. Let's talk about yours.
Transparent reporting that you deserve
Security and performance only mean something when you can see them working, and we make sure you never have to chase us for an update.
Rapid incident notification
Systematic reporting
Performance tracking
Our Policies
Don’t wait for your success – make it happen with EverHelp
FAQ
Got questions? We’ve got answers. Let’s clear things up.
Yes, EverHelp holds PCI DSS certification. This means every support interaction involving payment data runs inside a controlled, audited environment where cardholder information is protected at every stage of the customer journey. When working with us, you can rest assured that your customers' payment details are handled under the same security standards that govern the most sensitive operations in the payment card industry.
ISO 27001 is an ongoing commitment to secure data management, which means that:
- Your data is handled within a documented, tested security framework
- We apply the same security standards to our own third-party suppliers and tools.
- Access controls, incident response, and risk management are defined, reviewed, and updated regularly
- Independent auditors verify our compliance regularly, so you're not taking our word for it.
No certification guarantees zero incidents. What ISO 27001 does is ensure that risk is identified, managed, and documented to a globally recognized standard.
We treat any request to delete personal data as a time-sensitive operational task. We:
- Locate the individual's data across every system where it may be held
- Then delete or anonymize it as appropriate
- Confirm completion to the requesting party
- And document the full process for audit purposes.
Where legal retention obligations exist – for example, financial records required under applicable law – we'll identify those exceptions clearly rather than applying a blanket deletion that creates compliance gaps elsewhere.
Our approach to internal threats monitoring combines technical controls with people-level accountability. Every agent signs a confidentiality agreement covering data handling, disclosure restrictions, and obligations upon leaving. Mandatory security training is completed before going live, and MFA covers access to every internal tool. From there:
- We ensure agents only see the customer data relevant to their specific function through role-based access controls.
- Clear desk and clear screen policies are enforced across all workspaces, remote and on-site.
- Agent offboarding follows a defined protocol: access is revoked, and all confidential information is returned or permanently deleted when the working relationship ends.
When a suspected security anomaly is detected, we notify the affected client within 24 hours. From that point, our team maintains regular status updates through agreed-upon channels until the issue is fully resolved.
Every incident gets classified by severity the moment it's detected, with clear ownership assigned and containment measures applied in parallel with a root cause investigation.
For anything mission-critical, the right people are pulled in immediately, and it becomes the team's top priority until it's closed.
It depends on your setup, but security integration is included in our onboarding process from the very start. For standard tooling (ticketing platforms like Zendesk, MFA systems, and cloud-based environments), we work directly within your existing infrastructure, keeping control firmly on your side.
Where your security requirements go beyond our standard controls, we review them in detail before engagement begins, identify any gaps, and agree on a resolution timeline. We don't go live until both sides are satisfied with the setup.
In most cases, yes. Every client engagement is governed by a Data Processing Agreement that defines roles, processing boundaries, and data management obligations specific to your partnership.
If your policies call for specific access restrictions, data residency requirements, or custom escalation procedures, we can review them and see if we can align with them before launching the support operation. For EU-based clients or those serving European end-users, this includes Standard Contractual Clauses for any data moving outside the EEA. If your requirements go beyond what we can feasibly deliver, we'll tell you right away, as agreeing to standards we can't meet is simply not our policy.
