Create a better user experience for your new and existing customers to extend the value of their lives
The purchase of goods was temporarily moved to the online world to prevent the spread of the COVID-19 virus. Many companies selling physical goods have seen their online customer base grow at the same rate as their physical stores have closed. Even companies that produce digital goods and are not physically active benefit from a new public need for online entertainment, whether it’s watching movies, playing games together or using applications to communicate with friends and family.
In addition to current users spending more time online, a new demographic group has entered the online marketplace to maintain their share of goods and services online. These customers have become accustomed to physical purchases and banking and must now get used to carrying out transactions by telephone or computer.
Companies are at a crossroads: leaving the customer experience as it is or adapting to help new customers through this transition. Once movement restrictions are over and people are back on the streets, customers who preferred bricks and mortar before the crisis can just as easily disappear from the online environment.
However, retailers who make additional efforts to improve their digital user experience without compromising security will increase their chances of attracting these new customers to
in the long run. Technologies that address user behavior on the network, such as B. behavioral analysis and passive biometrics, help eliminate frictional losses and simplify the customer journey. If there ever comes a time when improved security measures and a better customer experience are essential, this is exactly the time to do it.
How do users develop?
While some sectors, such as events and tourism, have experienced a decline, the overall growth of e-commerce and financial institutions has increased steadily since January.
In the NuData network, financial companies have found that more existing users have access to their accounts. The table below shows the number of separate accounts consulted each month, with a general increase since the beginning of the year.
Customers want a simpler user interface, but companies also want to protect their accounts and assets from cyber attacks.
To prevent the right users from being blocked during a transaction or money transfer, some companies try to remove security barriers, such as one-time password requests. While this would improve the quality of customer service, it would also increase the risk of fraud.
The COVID scam fills the Excel tables of the bad actors with new combinations of usernames and passwords or Fullz. Once the bad actors have received the data they need, they launch attacks everywhere, including logging in, creating an account, logging out or managing rewards.
Extending the lifespan of users through behavioural and passive biometrics
Behavioural technology makes it possible to identify suspicious activities and recognize users without having to rely on possibly stolen connection data or personal information.
The combination of these two technologies makes it possible to test the user’s behaviour in the environment. Information such as how a person prints, how the device is stored, and hundreds of other data points form an accurate online profile. This real-time evaluation helps you decide whether there is a machine or a person behind the device. And if a person is involved, passive biometrics also determines whether that person is the rightful owner of the account or whether a fraudster is trying to take possession of someone else’s account.
Improving the user experience under Uncertainty
Real-time user evaluation using behavioral and passive biometrics – instead of relying on static usernames and passwords – helps companies validate customers without additional friction loss. This approach to user authentication simplifies and enhances the experience for customers who depend on the Internet for their goods and services. This helps brands to build trust and strengthen relationships with new and existing users.
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Post Yes, customers go digital during COVID; but will your user experience remain the same? first appeared in NuData Security.
*** This is the syndicated blog Security Bloggers Network of NuData Security, written by Akshai Gopal. The original message can be found at the following address: https://nudatasecurity.com/resources/blog/yes-shoppers-are-going-digital-during-covid-but-is-your-user-experience-keeping-up/.