How to Secure Your Customer Support and Ensure Customer Data Security
Delivering excellent customer support is vital to seizing your customers’ trust, which is key to your business' success. However, few things can undermine customer trust faster than security issues - compromises, data leaks, security breaches, etc. That’s why establishing reliable security for your customer support service is paramount.
Businesses store, manage and share enormous amounts of customer information. You want to make sure that your client data is safe with you at every moment of these processes. Unfortunately, ensuring customer data security is a multifaceted task, involving numerous tools and multiple departments.
In this piece, we’ll take a look at the most common risks related to customer support and review some of the ways to create secure customer service. We’ll also see how the MonoDefense software bundle can help you secure your customer data and create a truly safe customer support department.
Risks to Customer Service Security
Threats against Customer Support come in a variety of forms and shapes. However, they all fall into the following several broad categories.
Customers are tricked
This includes any type of attack where a customer is fooled to believe they are talking with support, while in fact, they are communicating with a criminal. Phishing scams are a classic example of this. A criminal impersonates a brand to make your customer provide them access to the customer’s personal information or money.
The bigger the company, the more dangerous this is. If you have a large, active user, the probability of one of them becoming a victim of cybercriminals greatly increases.
Rogue support employee
Sometimes, all it takes to cost you a fortune is a single employee deciding to take advantage of their access to your company’s assets to benefit themselves. We don’t actually know how often employees abuse their customer support access, there hasn’t been much research on this topic. However, it’s safe to assume that any sizable company will have had to fire at least several employees for abusing their access.
Support employee is tricked
Imagine an attacker impersonating one of your clients to manipulate a member of the support team into revealing the client’s sensitive information. This is quite dangerous as this type of attack can jeopardize all sorts of customer data that you store. Unfortunately, larger teams have to deal with lots of scammers trying to compromise your customer service security.
Support employee is hacked
This can happen if an attacker takes control of the employee’s working device used to support customers. Luckily, this is not as common as the types of social engineering attacks we’ve described earlier. However, malware on your support team’s endpoints would pose a much bigger threat to both your and your customers’ data. A business should never ignore this possible threat only because statistically it’s not as common, as the damage compensates for this in spades.
Your tools are hacked
Short of a full-fledged security breach, having your customer support tools compromised is the most significant vulnerability your business may face. It’s the least common one, as the importance of the security of customer service tools is widely understood. But it can still happen, leading to large regulatory risks and reputational losses.
Why Сustomer Support Security Faces These Risks
- Pressure to be fast - the job success of a customer manager usually depends on replaying and addressing queries as quickly as possible.
- Trust and empathy for customers, which can be abused to compromise your customer data security.
- Limited customer service training and high turnover - an attacker is more likely to find someone on the team who is inexperienced.
- Limited resources - insecure customer support lack tools for determining and avoiding security risks.
- Customer support employees have high levels of access to corporate information.
How MonoDefense Apps Increase the Security of Customer Service and Data
- Bulletproof AES-256 encryption protocol that protects your internet traffic and stored data
- A selection of excellent VPN protocols that grant varying security/performance rates for all needs
- Extra internet security and account protection with two-factor authentication
- Biometric verification, master password, pin code, etc. for local device and software security
- Complete security and protection of user privacy with the no-log policy
How to Secure Your Customer Service with MonoDefense
MonoDefense is a cost-effective software bundle that combines several of KeepSolid’s best products for online security, privacy, and freedom. It features several apps that will come in handy if you want to increase the security of your customer service and protect customer data. Take a look!
- Web traffic encryption to secure your clients’ data and your customer service communications
- The perfect place to securely store customer data encrypted and protected
- This app filters traffic to identify and block malicious resources, for example, phishing websites
- Does not affect your customer service security