Why Safe Customer Engagements Build Trust and Loyalty

In today’s fast-paced world, paying for convenience is at an all-time high. Whether using a car service, ordering an item for same day delivery, or buying groceries for pick up, convenience often comes at a cost. But unfortunately this cost of convenience is not always monetary-only.

Consumers can be so focused on the fact that they are saving time, even if it means paying more, that they may not realize what is being done with their data, or whether it is safe. And unfortunately, some companies may not be safeguarding their personally identifiable information (PII) as closely as consumers assume.

When devastating things occur, like the recent uptick in high-profile data breaches, it puts a strain on the loyalty of customers. And it’s not just small retail-focused companies that face this challenge. The 13 largest data breaches of 2019, according to CRN, include large institutions in the educational and healthcare sectors in addition to retailers. And oftentimes companies may learn about them months or years later, leaving customers in the dark about their exposed data for quite some time.

How Customer Service Can Help

When a data breach does occur, companies must do more than proactively communicate the unfortunate incident to their customers. They must put their best foot forward to ensure their customers know they are not only regretful, but there to help in any way they can. Brands must be available on multiple channels to answer customer inquiries and personally respond to their problems. Forcing customers to jump through hoops to get their questions resolved will only make matters work.

Unfortunately, trust for retail is low, with only 45% of shoppers saying they think their information is safe with a retailer according to Forbes. And after a security breach,12% of customers stop shopping with a brand entirely, while 36% shop less frequently. The way that companies handle security breaches could be the difference between a loyal and forgiving customer and one who leaves forever.

Keeping Customer Data Safe

No company ever intends for a data breach to occur, but having the right tools with the right safeguards is imperative. Beyond providing proactive and personalized omnichannel support, the Kustomer platform includes layers of protection, starting with team policies and procedures, and incorporates continuous monitoring and automation that’s built into the software development life cycle (SDLC).

Don’t give customers a reason to be concerned. At Kustomer, earning and maintaining the trust of our customers is a cornerstone of our business. That trust is why, from the beginning, the Kustomer platform has delivered secure, reliable, continuously available applications, where the privacy of our customers’ data is always protected. It’s also why our engineering teams have spent so much of their time building robust logging, auditing, monitoring, and data encryption capabilities into the platform.

Loyalty is hard to gain, but trust is easy to lose. Let us help you keep it.

To learn more about why Kustomer is the premier CRM platform for trust and safety, request a live demo.