ID-based authentication company Nametag has launched a new identification solution that utilizes a no code, out-of-the-box portal for identity verification for customer support teams.
Anyone who has ever called customer support for help with their account knows it can be a frustrating experience that doesn’t feel secure. Trusting one’s identity online or over the phone is hard. Previous identification methods were fragmented and fell short, as cybercrime, identity theft and digital fraud continue to reach record levels.
Verizon’s 2022 Data Breach Investigations Report found that 82% of breaches involved the human element, including social attacks, errors and misuse. Customer support teams are often on the front lines of this battle, and, until now, did not have the proper tools to protect their customers from fraud and account takeovers, without creating a bad experience.
Nametag’s identification solution verifies an individual’s identity, bypassing the standards of usernames, passwords and security questions. At the start of a customer support session, representatives generate and send an identity verification link through text, email or chats.
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Customers are prompted to scan their government-issued ID, capture a selfie, and prove their identity in seconds. This experience leads to faster resolutions, reduced fraud disputes and increased customer satisfaction, according to Namtetag.
Backing all of this is Nametag’s Multi-Factor Identity technology— a next generation of Multi-Factor Authentication (MFA), says Nametag, which adds identity verification for greater online security. Multi-Factor Identity applies artificial intelligence functionality to form a real-time assessment of data sources and create a multi-dimensional view of identity verification.
“It’s difficult to verify a person’s identity online and over the phone, but interrogating your customers isn’t the answer,” said Aaron Painter, CEO of Nametag, in a statement. “The customer service experience has a direct impact on your customer satisfaction, loyalty, and how likely they are to recommend your brand to others. Yet, security questions don’t prove account ownership – or create positive customer experiences.”
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