Educating Your Customers About Information Security

Educating Your Customers About Information Security

Faith Ocampo Published on December 26, 2016Last updated on October 2, 2022

With more and more brands offering digital solutions to their clientele, educating customers about cyberattacks and information security has become crucial.

Of course, you want to protect your company and customers from these attacks, and it’s not just because of the revenue losses involved. More importantly, companies that are vulnerable to data breaches get a bad rap. They’ll thus find it hard to build a market base and score consumers’ trust.

Often, however, customers can get themselves into sticky situations that may compromise their personal information. This commonly happens when they’re not aware of the information security measures that must be observed as they conduct business with a brand.

To avoid this from happening, you need to educate your clientele about data protection and digital threats. Your customer support agents who directly interact with your target audience should be at the forefront of this campaign. They must be able to make customers understand why data security is crucial in a tech-driven era.

Here are the four things your call center agents must keep in mind as they orient customers about cyber risks and protection measures.

  1. Start with the Why’s

    problematic employee by laptop in dark looking at smartphone

    Making customers understand why they need to protect themselves from cybercrime should be your primary aim. This is the best way to encourage them to safeguard their personal information, especially the bits they share with your brand. This includes their full name, birth date, bank account details, and other sensitive information.

    Start by educating customers about these:

    • Why are their data at risk?
    • Why is it important to protect one’s data?
    • Why should they take part in keeping their details secure?

    Clarifying the why’s can help customers gain a big-picture view of information security vis-a-vis cyber threats. This way, they can make smart decisions on how to protect their own information.

  2. Create Security Guidelines

    woman using laptop with warning signs unsecured data security

    A document that compiles data protection guidelines for consumers is a must not only for financial firms but also for every brand that offers digital solutions. This document typically contains advice and regulations regarding password protection, account ownership, and mitigation measures during a suspicious incident.

    Ideally, your customers should get a copy of this document once they start doing business with you. Making it downloadable via your website will also help. In addition, your customer support reps must point customers to this resource if necessary.

  3. Offer Secure Technical Solutions

    rows of blue padlocks depicting safe data security red padlock showing security intrusion

    But more importantly, make sure that your customers understand how these solutions work. For instance, if you’re employing a two-step log-in process (e.g., via a user-set password plus a computer-generated code sent to a user’s mobile phone), be sure to explain to your customers how it works and why it’s necessary.

    You don’t need to go into the technical details, especially if your clients aren’t that tech-savvy. However, explaining such matters to your customers can boost their trust in your brand and increase their awareness about your data security measures.

  4. Be Prepared to Explain Technical Issues to Customers

    fingers reaching out to symbol depicting safe data security

    As your frontline representatives, your call center agents will be the first ones to respond to customers’ complaints regarding technical issues. They must thus have the necessary communication skills and technical expertise so they can effectively help customers through a tech-related problem.

    Make sure to provide your technical support reps with the training and resources they need so they can solve even the most complex issues. They should also be trained to handle an onslaught of complaints in case of massive cyberattacks.

Find a trusted outsourcing partner that keeps information security a top priority alongside great customer support. Open Access BPO is a PCI-DSS certified, full-suite service provider offering customer support and other business needs. Contact us today to learn more about how we help businesses protect their customers.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO14 hours ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO2 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO
Open Access BPO5 days ago
Love knows no boundaries, and this month, we celebrate the beautiful #diversity that makes us who we are. 𝗣𝗿𝗶𝗱𝗲 𝗠𝗼𝗻𝘁𝗵 honors and uplifts the LGBTQIA+ community, their achievements, and their ongoing fight for equality.

Open Access BPO joins the LGBTQIA+ community in celebrating authenticity, acceptance, and love this #PrideMonth.

Let's all spread love in all of its forms! Happy Pride!

#WeSpeakYourLanguage
#PrideMonth #Pride2023
#OASpeaksWithPride
#OneWithDiversity
Open Access BPO
Open Access BPO6 days ago
#FlashbackFriday: Revisit an enlightening blog post that delves into the historic Stonewall Riots, a pivotal moment in #LGBTQIA+ history.

Let's honor those who paved the way for progress, sparking a movement that continues to inspire change today: https://buff.ly/3C9zdd8

#WeSpeakYourLanguage
#PrideMonth #InclusivityMatters
#PrideMonth #Pride2023 #PrideHistory
#OASpeaksWithPride #OneWithDiversity
Open Access BPO