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Customer service in the digital age: Safeguarding data security

As digital technologies are bringing us closer together, they have created many opportunities for customers to interact with brands. Although this has resulted in personalised support and enhanced customer engagement, it has also increased the risk of cyberattacks that can compromise sensitive customer data.

A recent study has revealed that the average cost of a data breach in 2024 is $4.88 million. In contrast, companies that invested in security AI and automation were able to save, on average, $2.22 million. This economic impact, coupled with reputational risk, highlights the importance of safeguarding data security in digital customer service.


Why prioritise data security compliance in digital services?

Businesses today collect customer data from multiple sources on the internet, from websites and social media platforms to marketing surveys and payment wallets. Although this data is very useful for facilitating data-driven decisions, it also leaves businesses vulnerable to the threat of cyberattacks.
Apart from safeguarding your operations against cyberattacks, here are some key reasons why you should prioritise data security compliance in the digital services and support you offer:

  • The law demands customer service compliance, especially when it comes to sensitive personal information businesses store about their customers.
  • Safety-focused culture attracts the trust of customers and stakeholders as it establishes you as a responsible business.
  • The cost of a breach, including lost revenue, legal consequences and fines, and tarnished brand image, is too high, especially today when customers have many options to choose from.
  • Focusing on data security compliance in customer service can help you stand out from the competition and mitigate the reputational risk associated with security breaches.

Safeguarding data security in digital customer services

Prioritize Data Security in Digital Services

Prioritize Data Security in Digital Services

Data breaches are a real threat every business must acknowledge. Safeguarding customer data has to be one of their top priorities if they want to stay competitive and succeed. Here are seven key strategies that can help businesses safeguard data security in digital customer services:


Build a robust customer service security strategy

First and foremost, build and implement a robust customer service security strategy that will facilitate compliance in digital services. This includes protocols for data collection, handling, and storage, along with systems for securely sharing sensitive information over calls.


Make data security a key KPI you monitor

Once you have a security strategy in place, continually monitor its effectiveness and make changes, as necessary. Also, make data security one of the key KPIs you monitor when evaluating the quality and performance of your customer support operations.

Build an expert data security risk management team

Establish a team to manage data security compliance and risk management in digital services. Train and educate your employees on emerging data security threats and the latest security protocols and empower them with the tools to safeguard your customers' data.


Make security features the foundation of your customer support systems

Make sure security considerations and features are the foundation of your customer support systems and operations. Built-in security measures, data encryption tools, and preventative measures as a part of standard operation procedures for support operations can help you safeguard data security.


Implement stringent access control protocols

Stringent access control protocols are the backbone of customer service compliance. Creating smart passwords, limiting access permissions for different authentication levels, and monitoring data access and modifications by support agents can help you minimise unauthorised access to customer data.


Make sure your team is well-informed on evolving cyber threats

If you identify an instance of a security breach, share the details of the breach with your team, along with the identified cause and corrective actions you have taken. This ensures your team is well-informed on the evolving cyber threats, the signs to look out for, and steps to take if they suspect data breach or cyberattack attempts.


Educate your customers

Lastly, make sure your customers are aware of the safe communication practices and, if necessary, run awareness campaigns to help them understand how they can safely connect with your support teams. Highlight the fact that customers should not share any personal or sensitive information – like passwords or banking details – even with your support agents.


How can Infosys BPM help safeguard digital customer service operations?

In today's digital age, safeguarding your digital customer service operations and ensuring compliance with data security and protection regulations are non-negotiable. Infosys BPM offers you a suite of customer service outsourcing solutions that not only help you establish effective digital support operations but also ensure the safety of sensitive business and customer information. With solutions ranging from customer care and service desk services to contact centre consulting and support services, our experts can help you deliver a seamless omnichannel experience, establish self-service options, and achieve desired service objectives while ensuring data security and customer service compliance.


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