Cybercrime is becoming increasingly rampant, exposing many of the dangers and threats posed by the internet today. Following the pandemic and the consequent ensuing lockdown, online activity has never been higher. However, many businesses have failed to effectively suppress security threats and breaches in tandem with supplying a safe customer experience.
It is high time for businesses of all sizes to centralize and normalize strong, reliable, and consistent security system implementation, in addition to ensuring high-quality customer experience.
Here are 5 ways that can seamlessly yet substantially improve the user-safety aspects of online services, proving that customer convenience does not need to be compromised.
1. Map Out the Customer Experience Journey
The first step to ensure that all of the processes that make up the user experience of accessing your online services are tested. As a business owner, you’re supposed to know how your customers interact with the interface. It is a good idea to task your security team with evaluating whether the customer interaction maintained a high-quality service without compromising on security.
Custom virtual avatars are usually created for this purpose, each with separate personas, marked with a variety of combinations of traits and characteristics. Businesses could then study the journey ventured by the avatars as they interact with the system and expose any shortcomings on utility, safety, or user experience.
2. Implement Customer Authentication Controls at High-Risk Points
With the help of ethical hackers, companies can identify exposed areas in the services’ security systems. The resultant attack maps can help you identify security and customer experiences loopholes and vulnerabilities.
Once identified, you can go ahead with implementing reliable customer authentication and access controls at such sensitive areas. Steps like two-factor authentication and user identity confirmation could prevent potential harm from malicious attempts.
3. Reach a Balance Between Security and User Experience
When it comes to online services, there is a mandatory give or take between the safety of the user and their convenience while interacting with the service. While users may enjoy smooth operation, constant security checks and authentication attempts could significantly damage the overall experience.
Companies have to decide what ratio of security to customer experience suits their vision of great service. The higher the levels of threat, the more you’ll have to increase the ratio on the security side while doing everything you can to maintain pleasant user experience.
4. Design a System That is Pre-emptively Flexible
The system architecture for the service has to to be robust as well as adjustable. On top of that, you’ll have to make sure the security management and customer access systems are centralized and fully available.
There could be future changes to be made that would help improve security by restructuring the entire infrastructure of the service. The system should be able to tolerate the shifts.
5. Controlled Under Strict Authority
Online customer services require a consistently vigilant and responsible governing body to overlook its operation. Each and every level of the chain of command needs to be involved in the security of their customers. Acting as a cohesive unit will boost security throughout the organization and create delightful customer experiences.
