One of the biggest reasons cyber attacks are so damaging to businesses is because of consumers. Customer service in 2023 doesn’t just mean supporting a customer with a purchase, or helping them navigate a website, it’s about protecting them.
After recent notable data breaches – such as the Yahoo debacle and the breach of LinkedIn – consumers’ literacy in cybersecurity and data protection has grown. Many have subsequently taken it into their own hands to remove personal information from the internet, taking back control over something that should never have been out of their hands in the first place. The ability to opt out of data brokers who are selling their data means that, if businesses fail to do their part, consumers will find it very easy to abandon them.
The Tools Available And Their Efficacy
After a business is hit by a cyber attack, the reputation of that business is – often irretrievably – damaged. According to a study undertaken in the US, for instance, 83% of consumers claim they stop spending at a business after a security breach, and many don’t ever end up going back. To avoid this from happening, then, it’s important to take customer data seriously and protect it at all costs.
The costs, in question, come with the tools that are needed to prevent a breach. Some of the most common tools include firewalls, antiviruses, authentication softwares, EDRs, DNS protection, and intrusion detection and prevention. Learn More.
Secure communication channels are also crucial to protect sensitive data, mitigate risks, build trust and, most importantly, enhance customer confidence in the business itself. For customer service professionals, data is obviously very important – especially when it comes to personalising the customer’s experience – but that also puts the responsibility on those professionals to attain the appropriate tools, and constantly update them to meet new demands and trends in the cybersecurity landscape.
The Training Available And Its Efficacy
With new demands in mind, there is also a need for comprehensive and regular training for professionals. Because there are constantly new tools and tech for cyber attackers to harness, employees must be taught about each new threat as it presents itself, and learn about their accountability in ensuring the system operates efficiently. This is also true when considering new tech coming into customer service – operations consistently change, and data protection techniques must change with them.
This training must be easily understandable, with cybersecurity awareness over multiple platforms – website, email communication, payment processes – and group training sessions to make sure the message is widespread and coherent. As well as group training sessions, there must also be training on an individual level – every professional will have their own part to play in the makeup of the cybersecurity system, making focused training a must.
How This Benefits Businesses
All of this will ensure that businesses are hitting the three key points in customer satisfaction: security, trust, and transparency. As mentioned before, customers are doing what they can to keep their data safe, and if they have willingly shared their data with a company, they deserve complete transparency on how it is being used and protected.
That trust is not just about which customers stay and which ones leave, either. During a study undertaken last year, it was revealed that trusted companies outperformed untrustworthy companies by as much as 400% – with customers who trust brands 88% more likely to buy again and remain loyal. Faith and trust in business operations and values hold sway over consumers, and perfecting data protection is a key part of achieving it.