However, this is how a breach in the security of your customer service may begin.
Do you know cyberattacks affect 43% of small-sized businesses?Your customer care team isn’t totally safe from security threats.“Wait,” you may say.
If you think that the upcoming 175 Zettabytes (this refers to the amount one hundred and twenty-one zeros) of data collectively by 2025, many gigabytes of customer information may not be of any importance to cybercriminals and scammers.
It is the case that they attract the attention of scammers on the internet, especially when they spot weaknesses in your security.
In this regard it is essential to be equipped with practical strategies for how to enhance the security of your customer service. Read on to discover what you need to know about and how to implement these strategies in your daily work.
Why bother about Service Security for Customers? Service Security?
Here’s the list of data and statistics that are likely to be convincing reasons to prioritize privacy of your customers and prompt you to consider the best ways to improve your customer security.
- For instance 59% of consumers wouldn’t be inclined to do business with a company who was the victim of an attack from cyberspace in the last year.
- Average cost of data breaches was 4.24 million in 2021.
- Cybersecurity Ventures predicts the global cost of cybercrime to be $10.5 trillion per year by 2025.
- Symantec discovered an increase of 48% in cyberattacks using malicious email attachments using Office files.
- COVID-19 was the most common attraction that was found in 6.9 million phishing messages intercepted by Trend Micro.
- Ransomware attacks strike a new company every 10 seconds throughout 2020.
Cyber criminals to Your Support Clients
Security issues increase the likelihood of security incidents due to cybercriminals who know their work very well. They first look for the weakest targets that are at risk from dangers and risks like passwords, emails and networks that are not protected, IoT devices like mobile phones, laptops and more. After analyzing the vulnerabilities, they plan out a clever plan of how to fool someone to click on a malicious link or divulging the information.
Here’s how they do it:
They manipulate their emotions.
The goal of attackers is usually to stealing passwords, or other sensitive information or compel their victims to download files with the most successful phishing messages that appeal to these emotions and feelings such as anxiety excitement, anger, to aid the victim to overcome shame, depression greed, selfishness or shame.
The main characteristics of such psychological manipulations include:
- Sensation of urgency
- Becoming a victim
- An increase in emotional state
- Information reliability
Cybercriminals employ another method to appear convincing. For instance, they appear to be a customer making contact with a support agent, or vice versa. They can disguise themselves as a support representative when they reach an individual.
They appear to be your employees or clients.
One of the most significant flaws in disguising is that hackers use fundamental information about your client or support agent in order to create confidencein their claims: the details of customers loyalty schemes, customer details, the exact dates of transactions, and other data previously collected. Thus, their claims sound authentic and convincing.
The challenges to identify and apprehend a cybercriminal seem to be the most difficult.
A convincing process could be accomplished through various methods of communication such as chat, email, phone, DM via social media or other social media. But, in all cases it’s difficult to evaluate digital evidence correctly in criminal investigation.
A breach of email security in a business is one of hacker’s most popular methods to swindle the trust of a person.
For instance, a combination of phishing and social engineering assisted Chinese hackers to appear as the CEO of a company and extort $18.6 million.
The “break into” devices physically or remotely.
Physical access to any device belonging to a support representative or customer provides hackers with the opportunity to gain the information they need quickly or download software to allow them to later gain access to data remotely.Most often, they are spyware applications that monitor passwords, credit card numbers chats, etc.
If you connect to a vulnerable network Your agents are exposed their systems to dangers and also.Sometimes, malware like keyloggers can be used to steal pin codes accounts numbers, passwords, account numbers and email IDs. In addition attackers can steal data through malicious mobile apps that require admin permissions or access to microphones, contacts accounts, contacts, etc.
It could be a minor issue for them if you do not improve your security for customer service. In this article, we’ll describe how to do this using eight methods and some tips from an expert.
Enhancing Your Customer Care Security
How do you begin?With some planning, obviously.
Scammers and hackers employ their own strategies and strategies for playing this game. If you wish to secure your business customers, support personnel, and your customers, it is essential to create your own “game plan.”
Develop a security strategy
Small businesses are often misled into thinking that they don’t need a strategy to ensure security for their customer service, even though they are the ones who suffer in the worst way from hacker attacks. If you think about it, take an in-depth look at cybersecurity of small-sized businesses. In this case you’ll be shocked to learn that cybercriminals don’t wish to be a nuisance to big corporations, but instead shift their attention to smaller companies.
It would be helpful to always have an approach and strategy to limit the risks to safety within your support team. When you are developing an effective cybersecurity plan to protect your business online make sure you consider the security of your customer support team.
In order to devise a successful strategy, you must consider different types of scams and threats such as COVID-19 cyber-security scams.
Conduct training on IT security
Humans are the most important aspect of IT security. In reality, your personnel are making the company vulnerable from the inside. If you think regular security training within your support staff is enough to enable your staff to defend themselves against security attacks then you’re in the wrong. In the beginning it is essential to establish a security awareness program within your business. Regular and consistent training is essential to your cybercrime prevention plan.
To increase security of customer service and to make support teams more technologically adept in terms of data security Follow Joe Thong’s advice which he implements successfully within his support center in order to arrange and oversee security training:
- Create an information board that is digital or utilize software for project management to communicate the latest news, updates or topics in cybersecurity.
- Provide courses on IT cybersecurity (SANS Institute ), Udemy or edX cybersecurity courses for example.)
- Employ experts in cybersecurity to instruct your employees
- Learn how your team members can behave in accordance with the incident plan
- Consider “live fire” simulations, in which your service department take on in the position of “attackers” while the others are “victims.”
- Invite hackers who were previously in the system to divulge their secrets to your customer support team
- Conduct the training regularly (monthly is sufficient)
It is also possible to improve the data security program of your company all-around by training staff members frequently and instructing them to “swim” well in data security.
Make use of automated security solutions
Artificial intelligence is currently revolutionizing services for customers and assisting businesses with automation. However, business owners and entrepreneurs frequently overlook that they could utilize automated systems for security that is risk-adjusted to protect their services.
In addition, data Privacy management software can aid you in avoiding security concerns. For instance, you could quickly automate the secure sharing of sensitive customer information. One way to accomplish this is using redaction software. It’s a program that scans and eliminates content that contains sensitive information or personal details.
Enable multi-factor authentication
Two-factor authentication systems can be vulnerable as the attacks become more sophisticated. In particular, the issue with authentication is evident in the world of digital banking. It becomes crucial for businesses to secure their customers’ personal information regarding their payment. So, enabling multi-factor authentication (MFA) could be an option to increase the security of your customer service.
Do you trust predictions? What do you think of cyber security predictions?
They may be correct because password days are actually number-based. Amazon Web Services, for instance, is able to support the U2F security code as an MFA-compatible device.
While at the same time, passwordless authentication is a revolutionary new trend in FinTech.
Set up a separate secured space for security systems.
One of the major reasons to create a separate operated system comes from the ease of testing and analyzing your security protocols for client services as well as an overall security level. Importantly, you should deal with the cybersecurity audit and assessment confusion.
Another reason to have an environment that is controlled is the capability to monitor the activities of customer service representatives and determine how they secure customers’ personal information and handle any security threats.
Segmenting IT networks and providing solid device management can help secure connected devices from leakage of customer data when we are talking about security for industrial IoT security.
You may recall the story of the massive attack on the Target’s network of computers by a heating system in 2014.
Select a safe cloud-based service.
With the increasing number of businesses prefer cloud-hosted software and make use of cloud-hosted security practices.
You must be careful about whom you are able to give your customer’s data. It could end up being an actual point of zero return for your business. You can however get two birds in one stone, by having an established service provider as well as monitored VPS cloud-hosted hosting. One thing you can do is outsource all aspects pertaining to the security of your data to a reputable agency. Another benefit is that you will experience a substantial increase in security when you move onto the cloud.
In fact 94% of businesses have seen improvements in security after adopting cloud-based solutions. The giants of the internet such like Netflix, Etsy, PayPal and eBay have already benefited from the advantages from cloud computing.
In selecting a reliable and reliable and secure cloud services provider, consider the following requirements:
- Service roadmap and technology stack
- Standards and certifications
- Scalability and reliability
- Partners of the Company
- The overall health of its profile on the internet
You’ll not know which hacker lurks in the cyberspace’s corners. There is no way to stop the growth of hacking.
As hackers constantly come up with new methods and tools that could compromise or make your plan unusable to increase security for customer service It is essential to be ready to face the unimaginable.