Say your business is a well-organized company that addresses a constant stream of consumer traffic with questions through different channels of customer support. It's important to try and make your consumers feel at home when you talk to them, especially if you're going to be asking them for sensitive information. Text messaging services might have difficulty convincing users to submit their Social Security numbers or other important details, for example, without assuring them that these items will be respected and taken seriously.
However, the best way to approach customer security is to consider the different means you might use in each sector, and in this case some customer expectations might be incorrect. The Wall Street Journal recently profiled some members of the "secure text messaging" industry, which it says is currently ascendant as a form of communication, though there's no guarantee.
Use of security apps that safeguard messages or encrypt data might be one option that companies consider, since these are increasingly popular in light of recent events. Knowing the concepts and insecurities fueling these kinds of measures can make customers more at ease and ultimately more responsive.
But there are means to mitigate security concerns without resorting to unsure methods. E-mail management services can inform consumers that their correspondences are not private and direct them to some other more secure means for more intimate details. Online operators of all kinds can require verification across multiple channels (a call after an email, for example, or a text message after a call) to decrease the likelihood of fraud or interception.
Ultimately, creative and well-conditioned call center employees can handle these challenges to maximize efficiency and cost-effectiveness.