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There are multiple reasons why people may need to contact your support line: most commonly, they do not understand how to use your product properly or have spotted a problem that must be fixed. However, they are always hoping for understanding and a genuine desire to help. Of course, you can train your staff well and make sure they are ready to use all their communication skills to win the client’s heart, but that does not guarantee good service. Making all operations safe try using tokenization for payments is crucial too.

Why is this even important?

People have a very strong inclination towards real communication. At first sight, you may have an impression that contact centers have very little importance for your company and all they do is resolve minor issues. But from a customer’s perspective, it is the only way to interact actively with your brand. When they reach your support line, they unconsciously feel like they are calling the CEO.

It is not a coincidence that more than 70% of users find these services crucial in building a long-term relationship with a brand. Therefore, if you want to win your clients’ hearts, invest in taking these support services to a brand new level.

What can you do to improve it?

Of course, the people on the line are important — you need to make sure all of them have proper soft skills and understand their purpose as well as the company’s policies and priorities. However, it is not exclusively about people.

What often annoys users is operation faults, such as slow payment operations or constant errors when inserting card data. This is precisely where tokenization can be applied in order to make your clients’ experience seamless and convenient.

Why tokenization?

What is the tokenization of data? Tokenization is an approach that includes transforming items of information into tokens, which basically are different symbols. This is done in order to ensure that the data is well-protected: any person trying to approach it without permission will only see a bunch of meaningless symbols.

Along with encrypting, tokenizing data is commonly used for information security when working with payment systems. The main difference between the two is that while the former can be untangled by whoever possesses the key, the latter can never be read at all. Consequently, only the user who has created the token has access to the data behind it.

Depending on your requirement, the tokens can be permanent and get stored via a database or only work for a singular operation.

Why do people use them?

Information security is getting more and more important in correlation with the speed of digitalization. The more purchases or requests you make online, the higher risk of losing the sensitive data you are running.

Basically, all the private information that websites get is sensitive: your name, date of birth, address, phone number, medical information, clothes size, photographs, credit card information, etc. While some embody obvious danger, like losing your money, others look quite innocent at first sight. However, it is far from being the truth.

Unfortunately, information such as your email address or date of birth can be used to access your accounts and, therefore, can lead to many problems. It is no secret that cybercrimes are getting more and more common. The recent years have even made it worthwhile — social distancing forced us to take most of our shopping needs online, while many platforms are still not ready to grant proper security levels.

How does tokenization help contact centers?

Briefly speaking, as soon as you get your customers’ credit card information, the system replaces it with a number of tokens. Therefore, instead of storing sensitive information and running the risk of it being stolen or lost, you protect it automatically.

It is very important to understand that while clients do not notice your effort if everything goes well, they would definitely notice your neglect if their information got leaked. Investing in preventing this from ever happening to you or your clients means investing in your brand’s reputation.

Does this cause difficulties for clients?

So will your client have to insert the same information every time? Luckily, no. Your client will notice no difference at all and still get a seamless experience with your platform that recognizes them as regular. Moreover, companies that provide tokenization also help you take other security measures. For example, they can help you implement a system that even stops your employees from hearing your customer’s credit card information for further security.

Is it expensive?

Depending on the company you work with, you can be charged differently. However, it is important to remember that it is always more lucrative to pay once and be on the safe side than have to deal with data leaks and lose clients.

If you prioritize clients’ loyalty and want to build a long-term partnership, your client’s experience should be safe, effective, and, above all, as well-protected as it is possible.

Bottom line

Tokenization is a great way to ensure that your client’s information is well-protected without causing them any discomfort whatsoever. Once you implement it, you no longer have to be worried about storing financial information and running any risks.

Tokenization is a great way to ensure that your client’s information is well-protected without causing them any discomfort whatsoever. Once you implement it, you no longer have to worry about storing financial information and running any risks for your clients or your business.

Prioritizing your clients’ safety always means prioritizing your brand’s reputation, which is what your contact center should be focused on.