How Securing Payment Channels
Improves Customer Trust and
Confidence in an Age of Increasing Cyber-threats

Every business leader knows the important roles trust and confidence play when it comes to customer experience. Businesses want their customers to feel confident doing business with them and not have to worry about anything else other than enjoying the product or service that they bought. The moment a customer has doubts, then more than just the immediate sale is at risk, but also repeat business and the goodwill that comes from the positive customer experience.

With the rise in Cyber threats, building this trust has become more important than ever. 2019 was a year in which many brands both large and small as well as cities and healthcare providers alike were victimized by cyberattacks and internal data breaches, resulting in significant financial losses, operational disruption, degradation in brand value, and erosion of consumer confidence. It is the opinion of many experts that the threats are not going away any time soon, and in fact, we may see even more in 2020.

A recent study by the Sitel Group and CallMiner found that:

  • Almost all Americans (92%) think the risk of fraud is increasing in our day-to-day activities
  • The majority of Americans (65%) would not feel comfortable making a purchase via a smart assistant like Google Assistant or Amazon Alexa
  • More than half of Americans (55%) would not continue doing business with a brand if they found out that brand does not use technology (e.g., artificial intelligence) to monitor for fraudulent activity on their accounts

If this is indeed the case, then business leaders need to take charge of this clear and present risk to their organizations. They need to take a proactive approach to ensure that their organizations’ security practices are effective and up to date as part of bolstering and retaining their customers’ trust and confidence.

Some strongly recommended starting points are:

  • Conducting a Security Gap Assessment providing the organization with a 360-degree view of the potential security vulnerabilities (every organization has them) and prioritizing how to address them, a process that can be easily done by a security expert.
  • Securing ALL Payment Channels specially if the organization accepts credit card as a form of payment. Following PCI guidelines for processing credit card payments is a must!

In the area of Payments, specifically credit card payments, security is paramount. If an organization is processing customers’ payments through multiple channels, this is an opportunity to communicate to customers how serious the organization is taking the security of their information. For example:

  • Consumers expect their web transactions to be secure, so take this opportunity to communicate to your customers what steps your organization has taken/is taking to make this so.
  • Phone Payments – if your organization takes payments by phone employ processes and technologies that provide consumers with the level of confidence that you take their information security seriously.

Unlike web transactions, where your web payment portal can demonstrate that you are taking the necessary steps to safeguard your customers’ security, it’s a more challenging message to convey when they are paying by phone by speaking to a member of your staff. Your customers (new ones and returning) may not be familiar with the security controls you have in place to safeguard their credit card information when they are speaking to a member of your staff. IVR Payment technology, which removes your staff from handling ALL credit card information, is an excellent method of staying current and onboard with ever-evolving PCI Security requirements and demonstrate to your customers that you are serious about the security of their payment information and information security as a whole.

While customers are not without responsibilities of their own when it comes to guarding against fraud, as a business leader, the onus is on you to ensure that your customers are aware of what you are doing to protect their confidential information and how you are keeping up to date on the latest security standards. Not only do you want your existing customers to trust you, in order to grow your business, you have to grow a reputation for trust as well.

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What our clients are saying about us

“Never any issues with you guys! Things just work.”

Gerry Henstra, CEO, Henstra Business Solutions

“Customer service is a really big deal to us, and I am glad to do business with a company that obviously takes it as seriously as we do.”

Jeff Boatman, Global Client Solutions

“We’re happy with the IVR Payment system and it has been working well for us. Recently we also setup your newest SMS (text) receipts and found it to work great.”

IT Manager

“I want to command you and your team at Datatel on the job just completed for Tele-Response Center. The attention to detail and professionalism with which you approached the project was exemplary and greatly appreciated especially considering the several applications that needed to be implemented on short notice. Thanks again for your assistance getting this project off the ground so smoothly.”

Joe Grossman, Sr. Vice President, 121 Direct Response

“My team and I would like to commend Datatel on creating an IVR application that adds great value to our new Travel product. Your knowledge, input and expertise in IVR scripting, call flow management and overall IVR logistics made the development and implementation stages extremely easy to manage. Thank you for a well executed campaign that was launched on time and on budget.”

Ryan McCullough, Marketing Manager, Aegon Direct

“Great team to work with. I look forward to utilizing some additional capabilities in the future.”

Bob Griffin, VP of Operations, MedA/Rx

“We are very grateful for many years of mutually beneficial business relationship with Datatel and for impeccable customer service we have received during these years.”

Director of Student Accounts

“We, Standard Life, very much appreciated Datatel’s expertise, knowledge and support as we worked through the development and implementation stages. Our Clients appreciate the simplicity of the capability, while gathering very valuable feedback. Thanks for making this a very positive experience.”

Anne Pennell, VP, Customer Services Operations, Standard Life

“This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance