Identification in customer service – a matter of security
Sometimes it can feel difficult to quickly and easily get in touch with your operator. In some cases, this may be due to the requirements placed on operators to be sure that it is really you who is trying to contact them. They also want to ensure that the information they provide is sent in a secure manner.
Different digital contact paths to your operator
This can be perceived as complicated, both for you as a consumer and for your operator who must adhere to the existing regulations. For example, if you contact an operator via an open email address, you may therefore be directed to another contact path. The reason for this is that it is important that information is sent in a way that protects your privacy, for example via a protected online environment like “My pages” where you log in to read your messages.
As technology has advanced, operators have created new digital contact paths for customer matters. Examples of such contact paths are web forms and chat functions, which in many cases are more convenient to use than regular email. These functions can also be encrypted so that information can be sent securely.
What are the Telecom Advisors doing about this?
The Telecom Advisors collaborate with operators to investigate whether it is possible to clarify which contact paths should be offered in relation to the security requirements imposed. This would also make it easier for you to know how to contact the operator for quick and secure service.