Customer support serves as the crucial human connection for a brand, significantly influencing customer decisions and loyalty. A notable 89% of consumers are more likely to repeat purchases after positive service interactions. In the event of a crisis like a data breach, prompt and transparent communication becomes essential, as 65% of affected customers lose trust in organizations. The article emphasizes the need for defined roles within customer and legal teams to effectively manage communication and uphold brand reputation.
Customer support is the human face of a brand, essential for elevating customer experience, especially after incidents like cyberattacks.
89% of consumers are more likely to purchase again after a positive customer service interaction; effective support builds loyalty and trust.
After a data breach, customers require immediate answers about what happened, what was at risk, and steps taken to prevent future incidents.
65% of data breach victims report a loss of trust in organizations post-breach, emphasizing the need for rapid, transparent customer support.
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