Added Bonus: Digital Customer Service is More Secure

An Excerpt from Digital Customer Service: Transforming Customer Experience for an On-Screen World, available now

In our previous blogs featuring excerpts from Digital Customer Service: Transforming Customer Experience for an On-Screen World, we’ve discussed the Digital-First lifestyle, the need to meet customers where they are—OnScreen, and we’ve discussed the overall benefits of Digital Customer Service (DCS). This excerpt details an additional bonus being experienced by companies that have gone all-in on DCS—it’s more secure

The security of personal customer information is a critical priority for every company. There seems to be a never-ending stream of news stories every year of companies that have suffered data breaches or had rogue employees stealing customer identities. If you’ve never had such an experience at your company—yet—you can only imagine the kinds of nightmares these incidents create for Service executives—not to mention their counterparts in Legal.

But while the most obvious benefits of transforming to a Digital Customer Service (DCS) environment are decreased cost of Service and improved CX and customer loyalty, there is also an added bonus: In DCS the possibility of data theft is minimized to the lowest level of risk.

Agents at companies that are already transforming to DCS don’t have to request a customer’s personal data directly, because by the time they enter an interaction with a customer, that person has likely already been authenticated through the company’s website or mobile app. 

But even if that isn’t the case, any text a customer enters on their screen is displayed to the agent in real-time, however, all numbers and sensitive data are automatically masked. 

An OnScreen approach to data security through DCS also prevents potential issues linked to call recording or ambient overhearing. For example, when customers are required to share credit card information, if the customer is announcing their account number verbally, there are a host of risks:

      • The agent could write the information on a scratch pad and use it later
      • The agent’s computer where they manually type in the information could be corrupted
      • A screen recording platform could be used to steal information
      • A CCTV system could be capturing audio or video of the information 
      • The physical environment around the agent poses the possibility that someone else is listening in (especially in a work-from-home Service operation)
      • Anyone within the customer’s earshot could be listening surreptitiously

In our book Digital Customer Service: Transforming Customer Experience For an On-Screen World we reveal that while the cost-efficiency of DCS is often the primary motivation for most companies to transform their Service operations, enhanced security is an additional benefit that should be considered as well.

If you missed the previous book excerpts, highlighting the central benefit of Digital Customer Service—a digital-first customer experience, read them here: 

Learn more about the book Digital Customer Service: Transforming Customer Experience for an On-Screen World and order your copy today!