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

After running a support team for years, Mat Patterson joined the marketing team at Help Scout, the invisible help desk software. Learn how Help Scout takes the headache out of email support.

Help Scout gives you the tools to serve customers in the most human, helpful way.

Better experience for your customers, fewer headaches for your team. You'll be set up in minutes.

“We ended up going with Help Scout because their support is really great. It's in line with our values and how we want support to be for our customers.” — Kristin Aardsma, Head of Support

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