If you’re offering an online account option for your customers, you probably had to deal with a situation where someone tries to gain access to an account they do not own.
Exploiters use persuasion and social engineering to talk their way into gaining someone’s credentials or using a stolen credit card to make a purchase.
If you’re running an online store, this can be a loyalty account where customers track their orders and the number of their loyalty points.
If you’re a web hosting company, your customers use administrative accounts to manage their website and domains.
In any case, when someone gains access to an account that doesn’t belong to them, it’s bad news for your customers and your business.
You can use some of LiveChat’s built-in features to increase security and to make sure that only legitimate account owners get access to them.
Double checking customer information
The first thing you should do when dealing with confidential account information is to check the customer’s location. This way, you can see if the enquiry is genuine or not.
For example, if someone from Brazil comes to your chat and introduces themselves as one of your German customers, you know that something’s up.
You get to see the geo-location data for every customer that comes to your website in the visitor information section in the LiveChat app. You simply need a way to check that information against your own data.
If you’re using a CRM like Highrise, you can add a location field to the profiles of your customers. This way, you’d be able to display that data right in the LiveChat app. From that point on, it’s just the matter of checking the CRM data against the real time geo-location data. If they don’t match, it should serve as a red light for your agents.
LiveChat offers integration with several major CRM providers. Check them out if you want to increase security and get other benefits from having an easy access to customer information in LiveChat.
Additionally, you can use pre-surveys as an extra validation step. You can ask your visitors to provide their last order number and check it against your CRM data.
See if the story checks out
Another feature useful to determine if somebody’s faking it is the message sneak-peek function. Using this feature, you can take a peek into the visitor’s mind by seeing how they form their message.
If you notice that they alter and ‘craft’ the answer to reach certain results, you should be cautious and ask more questions to verify them. For example, when asked why their credit card is tied to a different country than the one showing up in their geo-location data, fraudsters may try to wiggle their way out of the question.
Jonathan Yarbor, CTO of NodeCraft Hosting, uses both message sneak-peek and geo-location data to make sure nobody unauthorized gains access to the accounts of NodeCraft’s customers:
With game and web hosting, it's often we deal with fraudulent activity by which a visitor may attempt to pass themselves off as another customer. Message sneak-peek also has aided in spotting fraud orders by which the customer changes their story about why their card location and their GeoIP location, as shown in LiveChat, differ. The prevent lets us see the story change as the user alters their depiction.
Increase security using LiveChat
Both these tools allow you to spot and stop the fraudulent attempts dead in their tracks.
Here’s what you should keep in mind:
- Store customer data using a CRM. When the customer comes back, you can check the geo-location data against the stored information to authenticate the customer.
- When the locations don’t match, you can follow up with additional questions to determine if the visitor is telling the truth.
- Message sneak-peek will allow you to see if the visitor is trying to sidestep your questions by altering their response.
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