Security and Privacy are Top Concerns for Customer Service Interactions

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While businesses are excited about next-gen technology and eager to implement it, CGS’ 2019 Customer Service Security and Compliance Survey shows that consumers aren’t as easily convinced. With data breaches skyrocketing in 2018, consumers are increasingly concerned about their privacy and are nervous about sharing data with brands.

In a recent survey of more than 500 U.S. consumers, it emerged that:

  • More than 50% of consumers have been alerted that their data has potentially been exposed or breached
  • 60% of consumers still believe that phone interactions are the most secure customer service channel
  • 68% of consumers don’t trust automated technology with personal data including birthdates, account numbers and social security numbers
  • Nearly 70% of consumers are unlikely to return to a company that has exposed their personal information
  • Only 15% of consumers feel they have a clear understanding of what information is being stored from their interactions with companies

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