Details
- Vector type:
- Reputation Attack
- Risk level:
- Low to Moderate
- Impact level:
- Moderate to High
Barging in on legitimate consumer complaints in an open support setting can turn a simple problem into a total catastrophe for an attacker’s target. Actions such as stirring up the unhappy customer, antagonizing support staff, making up spurious claims about previous support failures, etc can have negative consequences which spread onto social media and cause massive harm to a company’s reputation.
Defense
As is the case with all reputation attacks, there’s nothing you can do to prevent them. And when they do happen, only professional conduct by well-trained staff, and a set of solid preventative ORM measures will help you to mitigate its impact.