Get a broader view on the customer service and support industry with The Supportive, a monthly series by Mat at Help Scout.
Get a broader view on the customer service and support industry with The Supportive, a monthly series by Mat at Help Scout.

Customer Service & Security

In Episode 2 of The Supportive we’re talking about the risks and the role of customer service in security. When everything from your Pinterest profile to your personal health records are online and globally available, information security is critical. But while computer scientists are locked in a security arms race with hackers, it’s humans who are increasingly the weakest link in the security fence.


4 Ways to Make Your Customer Service More Secure

1. Start with why

Your team and your customers won’t truly commit to security until they deeply understand why it matters. Share stories of security hacks to help them comprehend the risks.

Try these:

  • Buffer was hacked through accessing support team applications at their database provider (this is also a great example of exceptional transparency with your customers during a crisis!).
  • The Danger from Within examines the risks of internal attacks.

2. Publish a security policy

Give your support team an official doc that they point customers to, so they’re less likely to be coerced into a mistake.

Like this: Basecamp’s account ownership policy

3. Use technology to enforce security

Apply technical solutions instead of relying on human decision making wherever possible, to reduce the opportunity for errors.

For example: Netflix Service Codes

4. Reframe the conversation with your customers

Give your support team the language and phrases they need to explain security issues with customers in a firm but friendly way.

Learn more

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Your thoughts? Have you ever been targeted by phishers or hackers? Do you feel confident your team is prepared? Will the Trojan Horse ever be beaten as the greatest social engineering hack? Leave a comment and let us know.

Mathew Patterson

Mathew Patterson

After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. Connect with him on Twitter and LinkedIn.


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