Trust is everything in CX, verification tools can be of help.
Whether you are a bank, an online retailer or another type of organization: the relationship with your customers is based on trust. In a physical store or service office, you can still look your customers in the eye. See who you have in front of you and strengthen the bond of trust, back and forth, during your transaction – possibly supported on the spot by an identity card or debit card. Online, that is more difficult. And that while millions (!) of online transactions take place every second.
Criminal tactic: SIM swap fraud
With millions of transactions per second, it is unfortunately not surprising that criminals jump on this. They do this, for example, with social engineering, which is a collective term for manipulation via technology in which people are misled into giving up important information, such as passwords or PIN codes.
A new method is taking over a telephone number: without you realising it, criminals use fraudulent actions to transfer your telephone number to another SIM card. With your telephone number, they can, for example, log in to your bank account or other personal accounts, because many companies use a known telephone number to verify your identity. This is also called SIM swap fraud. With the same technique, criminals can even bypass multi-factor authentication.
Prevent fraud
Fortunately, you can now very well counteract these and other new criminal methods with seamless identity verification. We offer you various forms of verification technology that support you in this in a very targeted manner. These are the 3 most important:
Account Takeover Protection: Real-time defense against SIM swap fraud, you can immediately see if a SIM has recently been changed.
Number Verify: Secure verification, without one-time codes, thanks to lightning-fast online check of mobile number.
Match: Lightning-fast check of identity data with us and other telecom providers.
To check who you are dealing with, you can therefore fully automatically and very quickly, within seconds, verify the number or identity data of a customer. Without the hassle of authenticator apps, URLs and PIN codes. You can even use the verification solutions as an alternative to multi-factor authentication. They help you strengthen mutual trust and prevent costs - last year, the damage from online fraud for businesses amounted to millions of euros.
Improve the entire customer experience
With secure and reliable transactions you improve the entire customer experience. Your customers know that they can trust you, because you work with modern verification tools. Tools that can confirm the identity of both parties. To stick with the examples from the beginning: an online retailer can quickly check whether a customer is really a serious customer – or a fraudster – when making a purchase. A financial institution can more easily check the identity of the account holder online when opening a new account. This saves the customer and the institution a lot of hassle and at the same time provides the certainty that both require.
Integral component
The fraud prevention APIs can also be linked to your communication platform or contact center system in the cloud. We are happy to help you use KPN CPaaS Solutions for this. CPaaS stands for ‘Communication Platform as a Service’. This gives you a toolbox full of practical cloud tools for your customer communication. Both the verification solutions and the fraud prevention APIs can be easily linked to it, so that it becomes an integral part of your contact center. In this way, you take the customer experience to a higher level and strengthen the customer relationship.
Want to know more?
Do you want to know more about our verification tools or CPaaS? How you can improve the customer experience with them? Then contact us.
