Fake customer support prevention

How fake customer support works

Fake customer support sounds like something dreamed up by a comedian—until it strikes your business. Fake support operations use fraudulent websites, emails, and even Facebook accounts to troll for customers who are in need of help. Fake URLs, cloned sites, bogus 800-numbers, false tweets and posts, and an ever-evolving host of tactics and sophisticated techniques can trick even seasoned web users into giving up sensitive details or downloading malware.

Unfortunately for honest businesses, these attacks are all too effective. And even one bad experience can put a bad taste in a consumer’s mouth, sending them elsewhere to a “more secure service provider.”

What is a fake customer support website?

A fraudulent support site looks and feels just like the real thing, using advanced tools to mimic every aspect of a site, from images to text to navigation and even animations. But when a trusting web user keys in a password or “verifies their identity” to a fake support agent on the phone, all bets are off.

Scammers use that information to access accounts on genuine sites. Repeat that for thousands of customer accounts in a few hours, and you’re in for a security nightmare, massive financial loss, and a broken customer relationship.

Fake customer support on Facebook and social media

Like it or not, social media has become the channel of choice for business-customer communication. Scammers roll out wholesale social media impersonations, fraudulent quizzes and polls, phishing attacks, and other “social” cybercrimes that reap more $3.25 billion in global revenue each year.

The real problem for legitimate organizations is the lose-lose scenario of pay now in security staffing and monitoring or pay later when you and your customers get scammed.