In today’s digital world, your customers' primary interaction with your brand is through your website, mobile site, or app. With more digital interactions than ever before, you need to make sure that customers get quick access to your site so they can purchase your products and services without incident.
Password issues are among the most common reasons customers contact call centers. Knowing how to reduce password reset calls with passwordless authentication is the ultimate goal if you want to deliver frictionless and secure experiences. Below are some reasons why going passwordless is a good idea for today’s call centers.
Mitigate Forgotten Passwords
Traditional password-based systems often lead to a significant number of calls from users who have forgotten their passwords and call your contact center for password resets. This is time-consuming for the user, as well as the contact center staff. Each password reset request has an associated cost, from the staff time to handle the request to the potential need for sending reset codes via SMS or email. By implementing a passwordless solution, you mitigate call center volume and boost agent performance.
Lower Authentication-Related Queries
Traditional authentication systems can be confusing for users who are not tech-savvy. If the password creation process is cumbersome, they may call your contact center for help. User-friendly password technology makes the registration and sign-in process easier, so potential customers can easily create an account unassisted.
Minimize Account Lockouts
In addition to forgotten passwords, users frequently get locked out of their accounts after too many failed login attempts. Frustrated customers may call your contact center to reset their passwords. Passwordless technology eliminates these kinds of issues, ultimately reducing costs.
Lessen the Need for User Education
Call centers often spend a lot of time educating users about creating strong passwords and the importance of changing them regularly. With passwordless technology, this type of education and the associated calls become unnecessary.
Reduce User Downtime
Password-related issues can keep customers waiting on hold while they stop everything to make a phone call to your contact center. With a passwordless solution, this risk is diminished, ensuring the call center operates more smoothly and efficiently.
Free Up Call Center Staff
With fewer password-related calls, call center staff can focus on more complex, value-added tasks, such as answering customer questions about price changes, marketing promotions, billing issues, or other unique questions. This leads to improved productivity and cost efficiency.
Enhance Security
Passwordless solutions often employ stronger authentication methods, such as biometrics or tokens. By eliminating the need for passwords, weak passwords are no longer an issue. With passwordless, you can decrease the likelihood of security risks and reduce potential financial losses caused by unauthorized access.
Eliminate Password-related Cyberattacks
Passwords can be easily hacked, which opens the door to breaches and other cyberattacks. When this happens, customer confidence is eroded and you may experience a surge of complaints to the contact center. By eliminating passwords, you can mitigate the risk of these attacks, thereby reducing contact center costs associated with investigating and recovering from them.
Decrease Fraud-related Costs
Passwordless authentication systems can offer greater security, which may lead to fewer incidents of fraud. This, in turn, can lead to a decrease in the number of fraud-related calls and investigations, which decreases the burden on your call center.
Simplify Onboarding and Offboarding
Passwordless technologies can simplify the process of onboarding your new users, which can reduce the number of support calls related to initial setup. This reduces administrative overhead and associated costs involved in managing user accounts.
Aid with Regulatory Compliance
In some industries, password management may have regulatory implications and non-compliance can result in fines and penalties. If you have compliance requirements, passwordless solutions may simplify compliance and help you avoid potential fines, penalties, or legal expenses associated with non-compliance, while also reducing call volume.
Reduce Third-party Support
In some cases, passwords for third-party applications (perhaps a billing system like PayPal or Affirm) can cause issues that result in calls to the contact center. Passwordless technology, when implemented across platforms, can help you avoid these problems.
Improve Scalability and Efficiency
Passwordless technology is easily integrated into your existing systems and can be scaled as needed, even during peak seasons. On the backend, it helps to streamline your internal processes, reduces maintenance, and lowers call center costs.
How Ping Passwordless Solutions Can Help
The frustration of creating and keeping track of multiple different passwords comes at a cost. Fifty-six percent of consumers have abandoned an online service when logging in was too frustrating. Passwords are arguably the weakest link in security, are the leading cause of breaches, and are difficult for the user and the contact center to manage.
Passwords are just bad — bad for security and bad for user experiences. For customers, passwordless improves engagement, lowers abandonment rates, and ultimately drives higher revenues and improves customer satisfaction.
Our passwordless solution can help you deliver frictionless and secure experiences for your customers and may have a transformational effect on the efficiency of your contact center.