How do you attract and retain customers in an age when customer experience that spans multiple touchpoints has become the rule rather than the extraordinary exception?
The technological advances over the last decade have been nothing short of breathtaking. The links that have been made possible, the virtual connections, experiences, and transactions that are now common, everyday occurrences—they are driving customer engagement.
They have also made it clear that cybersecurity should be at the heart of your sales and marketing strategies.
Security should be at the heart of your customers’ experience with your product or service.
And is it?
Customer onboarding is an umbrella term that describes the entire process that users go through from the moment they decide to use your product or engage your service—that is, become customers.
It doesn’t matter what stage of engagement a customer is in—signing up, logging in, looking around, asking questions, or making a transaction—the onboarding experience must be simple, compelling, self-service, and secure.
Ideally, customer onboarding, whether through your website or through your mobile and/or desktop apps, should not take longer than a minute.
If the onboarding experience creates fiction or inconveniences your customer, or gives them cause to worry at any stage, there can be no stopping them to abandon the onboarding process with you and going elsewhere until they find the best experience for them.
In a nutshell, your customers’ experience at every stage of using your product or service should be painless and worry-free. Because the snap-of-a-finger convenience that modern technology offers in abundance does come with the threat of data theft and other forms of cyberattacks. Threats that modern technology itself can address.
The question now is, are you on board with the latest security measures to ensure the secure part of your customers’ experience?
Passwordless Authentication and the Customer Experience
Is your login authentication still solely reliant on the username and password combination?
That needs to change—the sooner the better.
The case against username-and-password authentication
Passwords are considered the weakest of the login authentication methods. Here are the reasons why:
Customers using the same password for your product/service/app and for their account on your website are practically announcing their password to hackers.
Some of your customers may be juggling multiple passwords for other applications, whether for other products and services or for work, and there is a significant chance they are already suffering from password fatigue, and will likely be using easy-to-crack passwords because they don’t want to generate passwords that they will later be unable to remember.
Some of your customers are likely to have poor password management (i.e., writing passwords on scraps of paper left out in the open and easily misplaced or stolen).
Passwords are still easy to hack even if managed well.
Passwords are costly in terms of maintenance and resets.
The case for passwordless authentication
It’s really simple. Because passwords are outdated and established as the weakest method of login authentication. Why not take them out of the picture?
Without having to juggle passwords and risking poor password management, your customers can stop worrying about their passwords being hacked.
You can stop worrying about being hacked and your customers’ information being stolen, and your business hitting a disastrous pause end—or worse, coming to a disastrous end.
Here are your best options for going passwordless:
Single Sign-On (SSO)
SSO facilitates logging in to new product or service apps with a single access point. Which means users can seamlessly embrace whatever new technology and app your organization has to offer.
This is a form of identity authentication that makes use of a pair of elements from the following categories:
- Knowledge (PIN, username and password)
- Possession (token, USB key, magic link, or card)
- Inherence (biometrics—e.g., fingerprint, voice, iris scan)
- Location (determined through GPS tracking)
Multifactor authentication (MFA)
This can go as far as 4-factor authentication. Essentially, this is an identity authentication method that uses three or more of the elements from the categories mentioned above.
When implementing MFA, make sure that protecting your and customers’ data doesn’t inconvenience them if the MFA process gets complicated. Keep it simple and painless.
Ready to upgrade your online customer experience with passwordless authentication? TraitWare’s enterprise-level solutions are just what you need.