Reduce the Risks, Costs and Inefficiencies of Customer Support Processes
Secure Third Party Communications
As customer support processes advance, your team exchanges more and more intellectual property and sensitive data with customers. As a result, CISOs and CIOs worry that security risks and compliance challenges can lead to breaches, fines and lost competitiveness. Mounting storage costs can break your budget, and growing data volumes and usability problems can cause system response times to increase, leading to customer dissatisfaction. The Kiteworks enterprise content firewall reduces these risks, costs and inefficiencies with reliable file transfers that enable efficient support workflows, reduce storage costs, and enable tight security and governance.
Customer Support Solutions
Efficiently Capture Support Files from Customers’ Products
Simple, Secure File Sharing for Customer Support
Provide simple, reliable and timely transfer of all the files needed in a modern support process. Without leaving email or their Salesforce Cases and Accounts, reps effortlessly send, request and store related documents. You control the security and governance policies, while the Kiteworks platform invisibly protects the data and tracks all the actions for compliance reporting. Handle any file type or size efficiently, including logs, pictures, videos, screenshots, design files, databases, etc. You can even automate file transfers directly from technology products to ensure speed, reliability and customer satisfaction.
Comply with Security Regulations without Slowing Your Team
Automatically Enforce and Report on Governance Policies
With so much sensitive data coming from customers – personally identifiable information (PII), intellectual property (IP) and protected health information (PHI) – you must meet an ever-expanding list of compliance regulations and policies. Support organizations who address compliance with extra steps, tools and training inevitably slow down their support responsiveness and reduce customer satisfaction. Those who ignore it risk compliance fines, breaches, lawsuits, and lost business. Avoid these risks by enabling the Kiteworks platform’s simple, transparent enterprise security and governance right in your customer support workflows. Know where your sensitive files are and who accessed them, and satisfy auditors with the reporting you need to comply with GDPR, SOC 2, HIPAA and other regulations.
Avoid High Cloud Storage Costs
Use the Storage of Your Choice for Customer Support Files
CIOs favor the power and convenience of cloud-based customer support software, but may not be able to use its file storage. In some cases, you balk at the storage cost. In other cases, you require that sensitive data stays on-premise for compliance. You can substitute file shares, but without an audit trail, links to cases, and an easy way to cross the firewall, it results in slower responses and lower satisfaction. Avoid these risks to customer satisfaction by using the Kiteworks platform. Plug it directly into your support team’s Salesforce Service Cloud cases, enabling them to effortlessly send, receive and store files securely. Keep full control over its storage resources and infrastructure. Finally, you can meet your budget, security and compliance needs while optimizing response times and customer satisfaction.
Protect Your Intellectual Property
Automatically Enforce Your Security Policies
Support engineers for technology products share IP and other sensitive files with customers every day, sending license keys, patches, databases and sometimes entire VMs. CISOs need ways to control this risk, since pirated license keys can hurt your company’s margins, and a major competitor stealing your technology can irreparably damage your business. With Kiteworks platform, you protect your IP with access controls, strong encryption and IT-controlled policies. You can fit it seamlessly into the support team’s workflow, and track where every file is, who has accessed it and what they did with it.
Frequently Asked Questions
Customer support organizations handle a variety of sensitive information types, including customer financial information (e.g., credit card numbers and bank account details), personally identifiable information (e.g., addresses, phone numbers, and email addresses), protected health information (e.g., insurance information), passwords, and more. In addition, customer support organizations may also handle confidential product or service related information as well as information about customer preferences, behavior, and interests.
Customer support organizations can keep customer data secure by implementing best practices such as establishing a strict access control system that only allows customer success organizations to access and prohibits access by employees in other departments like engineering, human resources, etc. To further protect customer data, it’s a good idea to encrypt this sensitive information both in transit and at rest, store it securely by ensuring it can only be accessed by authorized personnel, implement automated security tools such as intrusion detection systems, and even maintain tight control over the physical environment holding this information, such as secure buildings and locked data centers.
The best way for customer support organizations to securely send and receive customer logs, configuration settings, and other sensitive customer usage information is to use a secure file sharing platform that is designed with enterprise-grade security protocols. This type of platform should be capable of performing data encryption at rest and in motion, using strong authentication protocols, and allowing only authorized users to access files. Access control policies can be set up to control who can view, download, or modify customer files.
Organizations should incorporate multi-factor authentication, identity access management (IAM), data encryption at rest and in motion, and access control policies to mitigate the risk of unauthorized access to customer logs and other customer data. Organizations should also regularly monitor and update their security protocols. It’s also a good idea to regularly back up customer data to ensure they are recoverable in the event of a ransomware attack.
The risks associated with customer support processes include data breaches stemming from cyberattacks like ransomware and phishing, and unauthorized access to customer files, leading to data leakage and a compliance violation. To avoid these and other risks, organizations should have a robust plan in place to protect customer data to ensure that only authorized customer support employees have access to customer content, and those staff members are properly trained in best-practice security protocols.
Compliance regulations for customer support organizations in the U.S. vary state to state but typically center around best practices for protecting customers’ personal information (e.g., HIPAA and FERPA). Organizations must ensure that their processes meet customer privacy and data collection standards, set by state or federal government. The Gramm-Leach-Bliley Act (GLBA), the Payment Card Industry Data Security Standard (PCI DSS), the General Data Protection Regulation (GDPR), and the Health Insurance Portability and Accountability Act (HIPAA) are just a few examples of regulations that require customer support organizations and other employees to handle customer data in a manner that prioritizes data security and data privacy.