Criminal Customer Service

Why Cybercriminals Are Becoming More Customer Service Oriented

Ransom-ware and cyber security theft is on the rise. In just the last few years alone, there has been a significant increase in the amount of cyber crime going on that many big name companies are finding themselves vulnerable. In an effort to fight back to prevent these security breaches from happening, corporations are stepping up and spending more time focusing on how to better protect their customers. Surprisingly, one major side effect of ransom-ware and cyber crime today is scammers are coming up with ways to improve service to the victims to increase the chances of them falling for the scams.

Scammers Want Your Trust
Security experts continue to urge victims to not pay up to prevent the spread of the threat. Even victims that do pay up have no way of knowing if the scammer is going to follow through on their promise to release the victim’s data back to them. Many scammers are starting to realize that victims are not very incentivized to pay any ransoms for their information. So they are going above and beyond to encourage their victims to trust them. Some cyber criminals are offering more payment options to protect their victims’ “privacy” and to ensure that transactions can’t be traced back to them. For example, the bitcoin is now a payment option. The problem with the bitcoin is its value fluctuates constantly.

Related: Yes, Even Crooks Care About Customer Service 

Scammers Want You to Believe They Are Compassionate
Other online criminals understand that some of their victims are not very technology literate and have devised ways to get them to pay up, such as providing highly detailed instructions on how to use the biotin service. One victim had the CryptoWall ransom-ware hijack her computer, and was instructed to pay $500 in bitcoins by a certain deadline or the fee would increase to $1,000 before she would receive the decryption key to get her information back. Even though she purchased $500 in bitcoin to deposit, when the deposit cleared, she was still $25 short thanks to a drop in the bitcoins value. The ransom was raised to $1,000. She informed and showed proof to the scammer of what happened and they provided her with the decryption key without her having to pay the extra $500.

Scammers Provide Good Customer Service
Some cyber crooks are taking things further. To help instil trust in their victims, they released a new ransom-ware, OphionLocker. This ransom-ware contains device information on their past victims so they can avoid targeting the same individuals again. Scammers are very focused on treating their victims like customers because they realize how valuable customer service is. It is much better for them to follow up on their promise of restoring information or access to increase the amount of people who will pay, than it is for them to take the money and deliver nothing.

It is not too far fetched to believe that as the faces of cyber scams and ransom-ware continue to evolve that soon there will be customer service software in the form of helpdesk and cloud help desk support for victims that are technology challenged to further instil trust and increase the chances of payment.

Cayzu Helpdesk – Make your customers happy!

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