IDkollen helps companies protect their customers

2023-11-23

Consumers today place high demands on good and fast service at the same time as it is easier than ever for customers to switch suppliers. IDkollen has noted that many companies are feeling pressure to deliver a good customer experience in order to prevent their customers from leaving.

At the same time, fraud is increasing and a large part of the customer experience revolves around safety and security. Most consumers expect an identification step when dealing with businesses, especially when the matter concerns personal information, orders, invoices, debts or changes to personal data.

“Secure identification is unfortunately not a reality for all companies. Some ask very unsecure control questions about the customer's name, address or other public information,” explains Peter Robson Bohm, CCO and partner at IDkollen. “I think the biggest problem is a lack of knowledge,” continues Peter. “Because what company would knowingly want to risk the safety of its customers?” IDkollen helps companies understand the risks associated with this and solves the problem by implementing a service that identifies customers using BankID via telephone, chat and other digital channels.

Study shows widespread problems

IDkollen has been conducting a study of 50 large e-commerce companies and store chains in Sweden over a period of three years. The study has also included other Nordic countries the past two years. The study shows that 51 percent of the companies put their customers and themselves at risk because they cannot verify that they are helping the right customer.

Staff at the majority of the companies helped people sent to them make changes to their personal data without any ID verification or by using control questions related to public information such as name, address, etc.

“This means that an imposter can call and change the email address and then access the account with the company,” explains Peter, who furthermore notes that it is also possible to pay by invoice at some of the companies.

The answer lies in good security solutions

Although IDkollen sees that more companies have started asking control questions since the study began, the level of the questions is still too low. They often ask for public information, which is easy to obtain. According to Peter, the answer is not complicated questions that take time but rather a fast and reliable security solution like BankID.

“There are companies that refuse to help the customer with sensitive matters, but it would be better, of course, to have a solution in place and instead be helpful. That's what it's all about: being able to help the customer and be service-oriented without putting the customers' data at risk,” says Peter.

Read more about the study 

Read more about IDkollen and their study on IDkollen’s website.