Customer care is a big part of ensuring that your business is a success. That's true whether your business is hosting, access provision, running a bookstore, or managing a hospital. If your customers are unhappy, they're bound to get served elsewhere. And they're going to tell their friends and family exactly why they chose to go with a different option.
How can an abuse desk handling platform improve customer satisfaction, ensuring that your customers are happy with the service you provide? Let's examine what an abuse platform can do to enhance customer satisfaction.
Protect Customers from Network Abuse
IT security is a multi-billion dollar business, with the government alone spending $14 billion in 2016. Despite this, cybercrime continues to increase. As we live more of our lives online, people intent on theft are finding creative ways to steal our money without leaving the comfort of their own homes.
Recently, a wide-ranging ransomware attack hit firms around the world. The National Health Service in the UK and FedEx, which serves clients globally, were among the largest victims of the hack. Naturally, cybercrime is a concern for your customers; no one wants to feel that their sensitive information is at risk. Implementing an abuse platform will not only protect your customers from a data breach, but the knowledge that you've taken the necessary steps to offer them protection is comforting.
Improve Communication In The Event Of A Problem
Unfortunately, network abuse slows networks down. Whether it's unrelenting spam or another form of attack, cybercrime takes up a lot of bandwidth. Service providers purchase their bandwidth based on estimated usage, and when it's being attacked by unsolicited emails, much of that bandwidth is eaten up. This can lead to slowed service for customers, which leads to dissatisfaction.
The best way to prevent this is to utilize an abuse platform that creates automated abuse reports notifying your team when an issue arises. The problem can be resolved quickly, perhaps before the customers are aware there was a problem in the first place and certainly before they're significantly affected. Alerting customers to the issue and helping them determine what steps need to be taken to dispel it will go a long way toward improving customer happiness.
Prioritize Inbound Abuse Reports
Failure to eliminate online abusers in an expedient manner is a surefire way to damage your reputation as a service provider. However, when incoming reports are allowed to accumulate in your team's inbox, it's next to impossible to determine which ones are top priority and which ones can wait to be addressed.
Automation is the most efficient method of dealing with a large volume of reports. It sorts the high-priority from the low-priority reports, enabling your team to stop abuse efficiently. How? Parsing. This system allows you to rank reports from P0 (critical) to P4 (low priority), enabling your team to determine the importance of the report at a glance.
Manually sorting abuse reports is bound to result in missing a serious issue— an issue that could negatively impact a customer, resulting in unhappiness.
Teach Customers Proper (Cyber) Hygiene
Empowering customers to take their security into their own hands will not only decrease network abuse, but it will increase their commitment to maintaining a network security. Emphasizing the importance of clicking with caution will deter customers from opening unfamiliar email links that can lead to millions of dollars in damage to the organization.
Creating protocol for multi-factor authentication and data encryption will protect the business's sensitive information as will routine security audits. Encouraging customers to educate their employees on the importance of maintaining a secure network will improve your chances of keeping the network clean and everything working at peak performance.
How do you keep the network your customers use secure, thus keeping them happy? A strong abuse platform is the most efficient method available.
AbuseHQ from Abusix integrates into existing infrastructures to ensure your customers are safe and secure and happy with your services.
To find out more about how AbuseHQ can help abuse desks perform at their optimum, request your free demo today.