Using Nametag to securely verify your customer’s identities can raise a few new questions from both your representatives and the customers they are talking with.

We at Nametag are always happy to answer any questions, but these are common questions and our suggested answers to each.  Please adapt this to your needs and add to your local instructions or runbooks.  If you need help, let us know via your contact at Nametag or by emailing help@nametag.co

What do I, the customer support rep, tell my customers (end-users) to expect?

You can tell them something like “You will get a text message or an email with a link; click the link to launch the Nametag application, or install the Nametag app from the AppStore or PlayStore to see your history of sharing. Scan your ID and face when prompted, then press the Share button so we can confirm your identity”

When a customer, end-user, or employee asks “What is Nametag,” what do I, the customer support rep, tell them?

Nametag is the company we use to verify your identity to protect your account and personal information from being compromised. It provides a faster, more convenient customer support experience and resolutions.

When a customer, end-user, or employee asks “why are you using Nametag” what should I, the customer support rep, tell them?

Nametag uses the most advanced security measures and mobile technology to validate that you are who you say you are. This enables us to protect your account and personal information, so you no longer have to:

• email/send in a copy of your ID and selfie photo
• share unnecessary personal information like a social security number to verify your identity.
• answer security questions that leave you vulnerable to account takeovers and fraud

When a customer, end-user, or employee asks, “what does Nametag do with my data,” what should I, the customer support rep, tell them?

Nametag doesn't do anything with your data without your permission. We will never receive your data without your explicit consent, so you must accept and click Share to complete the request. 

Optional: You can visit Nametag’s website: https://www.getnametag.com/ to learn more about Nametag and their privacy policy.

Nametag says it can't read the customer’s (or end-users’ or employee’s) ID, should they submit it for manual review?

Yes, but we probably won’t be able to use it on this call.  Once it is reviewed by Nametag it will work on your next call, but for now we will use another method to verify your identity. Or wait and call back when your ID is validated. 

What to do if the customer, end-user, or employee did not receive the SMS text?

If the person whose identity you are confirming doesn’t receive the SMS, you can create a link using the “Create one-time link” button and deliver that to the customer via email, another messaging service, or however the customer would like to receive it.

What to do if the customer, end-user, or employee  doesn’t have their ID / a smartphone / data service / etc

If the person whose identity you are confirming doesn’t have their ID, smartphone or the ability to use Nametag for whatever reason, you may have to fall back to a less secure or less convenient method, depending on the policies of your organization.  Please contact your supervisor/admin to understand the backup procedure/policy.

What happens when I, the customer support rep, clicks the “x” on the request?

Clicking on the circled ‘x’ on the far right of the requests table will cancel the request.  If the customer tries to confirm it they will be notified that it was canceled and they will not be able to share information with you.  If you need to confirm their identity you need to send a new request.

‍