How to delete your Smartsupp account

About deleting your Smartsupp account

Smartsupp is a comprehensive customer communication platform based in the Czech Republic, primarily serving e-commerce businesses through live chat, automated chatbots, and visitor recording features. By integrating directly into websites, the service tracks user behavior, page navigation, and interaction history to help business owners optimize their conversion funnels and provide real-time support.

Deleting your Smartsupp account is a significant step for businesses looking to centralize their data or switch to alternative CRM solutions. Users may decide to delete their accounts for several specific reasons related to the platform's intensive data collection practices:

• Reducing digital footprint: Since Smartsupp records individual visitor sessions, maintaining an account involves storing sensitive customer interaction logs and visitor video replays.
• Platform transition: Moving away from the Smartsupp ecosystem to integrate native e-commerce tools or different helpdesk software.
• Compliance requirements: Businesses may choose to purge historical visitor data to simplify their internal GDPR data mapping or reduce their liability regarding the storage of personal user data.

What happens to your data

When you initiate the deletion of your Smartsupp account, the platform typically purges the associated workspace, which includes your stored chat transcripts, chatbot settings, and configured visitor recording parameters. Smartsupp operates under strict EU privacy regulations, meaning that once a deletion request is processed, they are required to minimize the retention of personal information processed on your behalf.

Specific data types processed by Smartsupp include:

• IP addresses and geolocation data of your website visitors.
• Full chat transcripts between your agents and your end-users.
• Video replays of visitor interactions with your website elements.
• Contact details provided by visitors within chat widgets (emails, phone numbers).
• Agent profile information and team internal communication logs.

It is important to note that while account-level deletion removes your access, Smartsupp may retain certain anonymized diagnostic data or billing records for a limited period to satisfy fiscal legal obligations in the Czech Republic.

Privacy considerations

Using Smartsupp entails a high level of data oversight, as the service effectively acts as a data processor for the websites it monitors. Because the platform records visitor screen movements, it can inadvertently capture sensitive information entered by users into forms or checkout pages if not properly configured with exclusion rules.

Privacy tips for Smartsupp users:

• Configure the 'Personal Data Protection' settings within your dashboard to mask sensitive form fields.
• Audit your privacy policy to ensure you have clearly disclosed the use of Smartsupp's visitor recording tools to your own customers.
• Periodically export your chat history if you need to keep records for legal reasons before deleting your account.
• Use the Smartsupp API or settings to implement custom cookie consent management to remain compliant with local regulations.

Frequently Asked Questions

Does deleting my Smartsupp account automatically delete visitor recordings?

Yes, when your Smartsupp account is permanently closed, the associated data, including recorded visitor sessions, is scheduled for deletion from their servers.

Can I request a data export before I delete my account?

Absolutely. Smartsupp provides tools within the dashboard to export your chat transcripts and customer contact lists, which is recommended before finalizing account closure.

Is it possible to delete just the visitor recordings without deleting my whole account?

Yes, within the Smartsupp settings, you can toggle off visitor recording functionality, which stops further collection without deleting your entire chat history.

Does Smartsupp share my data with third-party advertisers?

Smartsupp states that they do not use the data collected via your chat widgets for their own advertising purposes; the data is handled strictly to provide the communication services you purchased.

How long does it take for Smartsupp to process my account deletion?

If you trigger deletion via the dashboard, the process is generally immediate. If you contact support for manual deletion, processing times may vary based on their current ticket volume.

Will deleting my account remove the chat widget from my website?

No, deleting the account does not automatically remove the JavaScript snippet from your website. You must manually delete the Smartsupp installation code from your website's source code or CMS.