Author: David Littrell Page 11 of 14

From the beginning of his career in the Special Forces as an intelligence sergeant to his current position as CSO of Cosaint, David has become highly proficient in the complexities of network infrastructures, security, voice, and data management. His certifications are so numerous that he often truthfully notes that he has more letters behind his name than there are in the English alphabet. David is the author of “Unsecured: How to Avoid Being a Sitting Duck in the Age of Pandemic Cybercrime.” He commands a deep understanding of the challenges that Senior Living organizations face as they proactively defend against the quickly evolving cyber-threat landscape.

5 Ways to Balance User Productivity with Solid Authentication Protocols

By David Littrell

On January 5, 2023

In Cybersecurity, Productivity

One constant struggle in offices is the balance between productivity and security. If you give users too much freedom in your network, risk increases. But add too many security gates, and productivity can dwindle.

It’s a fine balance between the two, but one you can achieve. Organizations need to recognize the importance of both. And not sacrifice one for another.

A recent report from Microsoft notes a dangerous lack of authentication security. Just 22% of Azure Active Directory users had multi-factor authentication (MFA) enabled. This means that over three-quarters were at a much higher risk of an account breach.

Why do organizations fail to adopt important security protocols, like MFA? We know that it’s as much as 99.9% effective at stopping fraudulent sign-ins. Yet so many companies aren’t adopting it.

User inconvenience is the biggest reason. MFA is not expensive. In fact, it’s free to enable in nearly all cloud applications. But if users say that it’s hurting productivity and is a pain to use, companies may not bother with it.

But sacrificing security can hurt productivity worse. Downtime due to a data breach is expensive and can put smaller companies out of business. The main cause of data breaches is credential compromise. So, if you’re not protecting your authentication process, the risk of becoming a breach victim is high.

35% of data breaches initiate from breached login credentials.

There are ways to have both secure and productive users. It simply takes adopting some solutions that can help. These are tools that improve authentication security. But do it in a way that keeps user convenience in mind.

Solutions to Improve Security Without Sacrificing Convenience

Use Contextual Authentication Rules

Not every user needs to go through the same authentication process. If someone is working in your building, they have a certain trust factor. If someone is attempting to log in from outside the country, they do not have that same trust.

Contextual authentication is used with MFA to target users that need to reach a higher bar. You may choose to limit or block system access to someone attempting to log in from a certain region. Or you may need to add an additional challenge question for users logging in after work hours.

Companies don’t need to inconvenience people working from normal locations during typical hours. But they can still verify those logging in under non-typical circumstances. Some of the contextual factors you can use include:

Time of day
Location
The device used
Time of the last login
Type of resources accessed

Install a Single Sign-on (SSO) Solution

A report on U.S. employees found they use a lot of apps. Workers switch between an average of 13 apps 30 times per day. That’s a lot of inconveniences if they need to use an MFA action for each of those logins.

Single sign-on applications solve this problem. They merge the authentication process for several apps into just one login. Employees log in once and can go through MFA a single time.

Using multi-factor authentication isn’t nearly as inconvenient. Users gain access to everything at the same time. SSO solutions help organizations improve their security without all the pushback from users.

Recognize Devices

Another way to better secure network access is to recognize devices. This is typically done using an endpoint device manager. This automates some of the security behind user authentication. Thus, it doesn’t inconvenience the person.

First, register employee devices in the endpoint device manager. Once completed, you can then set up security rules. Such as blocking unknown devices automatically.

You can also put in place device scanning for malware and automated updates. Both these things increase security without sacrificing productivity.

Use Role-based Authentication

Your shipping clerk may not have access to sensitive customer information. But your accounting team does. One can have a lower barrier to authentication.

Using role-based authentication saves time when setting up new employee accounts. Authentication and access happen based on the person’s role. Admins can program permissions and contextual authentication factors once. Then, the process automates as soon as an employee has their role set.

Consider Adding Biometrics

One of the most convenient forms of authentication is biometrics. This would be a fingerprint, retina, or facial scan. The user doesn’t need to type in anything. It also takes just a few seconds.

Biometric hardware can be costly, depending on the size of your organization. But you can introduce it over time. Perhaps using biometrics with your most sensitive roles first, then expanding.

Additionally, many apps are now incorporating things like facial scanning. Users can authenticate using a typical smartphone, making it much more affordable.

Need Help Improving Authentication Security?

Don’t give up important security because you’re afraid of user pushback. Give us a call and schedule a security consultation.

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This Article has been Republished with Permission from The Technology Press.

What to Include in a Year-end Technology Infrastructure Review

By David Littrell

On December 31, 2022

In Cybersecurity, IT Management

When the year is coming to a close, it’s the perfect time to plan for the future. Most businesses begin the year with the hope of growing and improving operations. Much of how a business operates depends on technology. So, it makes sense to look to your IT for areas of optimization.

A year-end technology review provides an opportunity to look at several areas of your IT. The goal is to take time to focus on improvements you can make to boost your bottom line. As well as what tactics to take to reduce the risk of a costly cyberattack.

A recent study by Deloitte looked at digitally advanced small businesses. Small businesses that make smart use of technology are well ahead of their peers. Here are some of the ways they excel:

Earn 2x more revenue per employee
Experience year-over-year revenue growth nearly 4x as high
Had an average employee growth rate over 6x as high

The bottom line is that companies that use technology well, do better. They are also more secure. According to IBM, businesses that have an incident response plan reduce the costs of a data breach by 61%. Using security AI and automation can lower costs by 70%.

This year-end, take some time to do a technology review with your IT team or managed IT provider. This will set you up for success and security in the coming year.

Considerations When Reviewing Your Technology at Year-End

The goal of a year-end technology review is to look at all areas of your IT infrastructure. Security, efficiency, and bottom-line considerations will be the key drivers for future initiatives.

Technology Policies

When technology policies get outdated, people stop following them. Review all your policies to see if any of them need updating to reflect new conditions. For example, if you now have some staff working from home, make sure your device use policy reflects this.

When you update policies, let your employees know. This gives them a refresher on important information. They may have forgotten certain things since onboarding.

Disaster Recovery Planning

When is the last time your company did an incident response drill? Is there a list of steps for employees to follow in the case of a natural disaster or cyberattack?

Take time to look at disaster recovery planning for the new year. You should also put dates in place for preparedness drills and training in the coming months.

IT Issues & Pain Points

You don’t want to go through a big IT upgrade without considering employee pain points. Otherwise, you might miss some golden opportunities to improve staff productivity and well-being.

Survey your employees on how they use technology. Ask questions about their favorite and least favorite apps. Ask what struggles they face. Let them tell you how they feel technology could improve to make their jobs better. This, in turn, benefits your business. It can also help you target the most impactful improvements.

Privileged Access & Orphaned Accounts

Do an audit of your privileged accounts as part of your year-end review. Over time, permissions can be misappropriated. This leaves your network at a higher risk of a major attack.

You should ensure that only those that need them have admin-level permissions. The fewer privileged accounts you have in your business tools, the lower your risk. Compromised privileged accounts password open the door to major damage.

While going through your accounts, also look for orphaned accounts. You need to close these because they’re no longer used. Leaving them active poses a security risk.

IT Upgrade & Transformation Plans for the New Year

If you make IT upgrades and decisions “on the fly” it can come back to bite you. It’s best to plan out a strategy ahead of time, so you can upgrade in an organized way.

Have a vulnerability assessment performed. This gives you a list of potential problems your company should address. Eliminating vulnerabilities improves your cybersecurity. Planning ahead allows you to budget for your upgrades and avoid unplanned expenses.

Cloud Use & Shadow IT

Review your use of cloud applications. Are certain apps hardly used? Do you have redundancies in your cloud environment? A review can help you cut waste and save money.

Also, look for uses of shadow IT by employees. These are cloud applications that are being used for work but did not go through approval. Management may not even be aware of them. Remove this security risk by either closing the accounts or officially approving them.

Customer-Facing Technology

Don’t forget to look at the customer experience of your technology infrastructure. Go through your website and contact process as a customer would.

If you get frustrated by things like site navigation, then your customers and leads may be too. Include optimizations to your customer-facing technology in your new year plans.

Schedule a Technology & Security Assessment Today!

We can help you with a thorough review of your technology environment to give you a roadmap for tomorrow. Contact us today for a free consultation.

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This Article has been Republished with Permission from The Technology Press.

What Are the Advantages of Implementing Conditional Access?

By David Littrell

On December 25, 2022

In Cybersecurity

It seems that nearly as long as passwords have been around, they’ve been a major source of security concern. Eighty-one percent of security incidents happen due to stolen or weak passwords. Additionally, employees continue to neglect the basics of good cyber hygiene.

For example, 61% of workers use the same password for multiple platforms. And 43% have shared their passwords with others. These factors are why compromised credentials are the main cause of data breaches.

Access and identity management have become a priority for many organizations. This is largely due to the rise of the cloud. As well as the practice of people needing to only enter a username and password to access systems.

Once a cybercriminal gets a hold of an employee’s login, they can access the account and any data that it contains. This is especially problematic when it’s an account like Microsoft 365 or Google Workspace. These accounts can access things like cloud storage and user email.

Below, we’ll explain what conditional access is. As well as how it works with multi-factor authentication (MFA). We’ll also review the advantages of moving to a conditional access process.

What Is Conditional Access?

Conditional access is also known as contextual access. It is a method of controlling user access. You can think of it as several “if/then” statements, meaning “if” this thing is present, “then” do this.

For example, conditional access allows you to set a rule that would state the following. “If a user is logging in from outside the country, require a one-time-passcode.”

Conditional access allows you to add many conditions to the process of user access to a system. It is typically used with MFA. This is to improve access security without unnecessarily inconveniencing users.

Some of the most common contextual factors used include:

IP address
Geographic location
Time of day
The device used
Role or group the user belongs to

Conditional access can be set up in Azure Active Directory. It can also be set up in another identity and access management tool. It’s helpful to get the assistance of your IT partner. We can help with setup and the conditions that would make the most sense for your business.

The Benefits of Implementing Conditional Access for Identity Management

Improves Security

Using conditional access improves security. It allows you more flexibility in challenging user legitimacy. It doesn’t just grant access to anyone with a username and password. Instead, the user needs to meet certain requirements.

Contextual access could block any login attempts from countries where no employees are. It could also present an extra verification question when employees use an unrecognized device.

Automates the Access Management Process

Once the if/then statements are set up, the system takes over. It automates the monitoring for contextual factors and takes the appropriate actions. This reduces the burden on administrative IT teams. It also ensures that no one is falling between the cracks.

Automated processes are more accurate and reliable than manual processes. Automation removes the human error component. This helps ensure that each condition is being verified for every single login.

Allows Restriction of Certain Activities

Conditional access isn’t only for keeping unauthorized users out of your accounts. You can use it in other ways. One of these is to restrict the activities that legitimate users can do.

For example, you could restrict access to data or settings based on a user’s role in the system. You can also use conditions in combination. Such as, lowering permissions to view-only. You could trigger this if a user holds a certain role and is logging in from an unknown device.

Improves the User Login Experience

Studies show that as many as 67% of businesses don’t use multi-factor authentication. This is despite the fact that it’s one of the most effective methods to stop credential breaches.

One of the biggest reasons it is not used is because of the inconvenience factor for employees. They may complain that it interferes with productivity. Or say that it makes it harder for them to use their business applications.

Using conditional access with MFA can improve the user experience. For example, you can require MFA only if users are off the premises. You can put in place extra challenge questions on a role or context-based basis. This keeps all users from being inconvenienced.

Enforces the Rule of Least Privilege

Using the rule of least privilege is a security best practice. It means only granting the lowest level of access in a system as necessary for a user to do their work. Once you have roles set up in your identity management system, you can base access on those roles.

Conditional access simplifies the process of restricting access to data or functions. You can base this on job needs. It streamlines identity management. This is because it contains all functions in the same system for access and MFA rules. Everything stays together, making management simpler.

Get Help Implementing Conditional Access Today!

Once conditional access is set up, the automated system takes over. It improves your security and reduces the risk of an account breach. Contact us today for a free consultation to enhance your cybersecurity.

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This Article has been Republished with Permission from The Technology Press.

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Tips for Overcoming Barriers to a Smooth BYOD Program

By David Littrell

On December 20, 2022

In Cybersecurity, IT Management

Bring your own device (BYOD) is a concept that took hold after the invention of the smartphone. When phones got smarter, software developers began creating apps for those phones. Over time, mobile device use has overtaken desktop use at work.

According to Microsoft, mobile devices make up about 60% of the endpoints in a company network. They also handle about 80% of the workload. But they’re often neglected when it comes to strong cybersecurity measures.

This is especially true with employee-owned mobile devices. BYOD differs from corporate-owned mobile use programs. Instead of using company tools, employees are using their personal devices for work. Many businesses find this the most economical way to keep their teams productive.

Purchasing phones and wireless plans for staff is often out of reach financially. It can also be a pain for employees to carry around two different devices, personal and work.

It’s estimated that 83% of companies have some type of BYOD policy.

You can run BYOD securely if you have some best practices in place. Too often, business owners don’t even know all the devices that are connecting to business data. Or which ones may have data stored on them.

Here are some tips to overcome the security and challenges of BYOD. These should help you enjoy a win-win situation for employees and the business.

Define Your BYOD Policy

If there are no defined rules for BYOD, then you can’t expect the process to be secure. Employees may leave business data unprotected. Or they may connect to public Wi-Fi and then enter their business email password, exposing it.

If you allow employees to access business data from personal devices, you need a policy. This policy protects the company from unnecessary risk. It can also lay out specifics that reduce potential problems. For example, detailing the compensation for employees that use personal devices for work.

Keep Your Policy “Evergreen”

As soon as a policy gets outdated, it becomes less relevant to employees. Someone may look at your BYOD policy and note that one directive is old. Because of that, they may think they should ignore the entire policy.

Make sure that you keep your BYOD policy “evergreen.” This means updating it regularly if any changes impact those policies.

Use VoIP Apps for Business Calls

Before the pandemic, 65% of employees gave their personal phone numbers to customers. This often happens due to the need to connect with a client when away from an office phone. Clients also may save a personal number for a staff member. For example, when the employee calls the customer from their own device.

Customers having employees’ personal numbers is a problem for everyone. Employees may leave the company, and no longer answer those calls. The customer may not realize why.

You can avoid the issue by using a business VoIP phone system. These services have mobile apps that employees can use. VoIP mobile apps allow employees to make and receive calls through a business number.

Create Restrictions on Saved Company Data

Remote work has exasperated the security issue with BYOD. While BYOD may have meant mobile devices in the past, it now means computers too. Remote employees often will use their own PCs when working outside the office.

No matter what the type of device, you should maintain control of business data. It’s a good idea to restrict the types of data that staff can store on personal devices. You should also ensure that it’s backed up from those devices.

Require Device Updates

When employee devices are not updated or patched, they invite a data breach. Any endpoint connected to your network can enable a breach. This includes those owned by employees.

It can be tricky to ensure that a device owned by an employee is kept updated. Therefore, many businesses turn to endpoint management solutions. An endpoint device manager can push through automated updates. It also allows you to protect business data without intruding on employee privacy.

The monitoring and management capabilities of these tools improve security. This includes the ability to safelist devices. Safelisting can block devices not added to the endpoint manager.

Include BYOD in Your Offboarding Process

If an employee leaves your company, you need to clean their digital trail. Is the employee still receiving work email on their phone? Do they have access to company data through persistent logins? Are any saved company passwords on their device?

These are all questions to ask when offboarding a former staff member. You should also make sure to copy and remove any company files on their personal device. Additionally, ensure that you deauthorize their device(s) from your network.

Let Us Help You Explore Endpoint Security Solutions

We can help you explore solutions to secure a BYOD program. We’ll look at how your company uses personal devices at your business and recommend the best tools. Contact us today for a free consultation.

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This Article has been Republished with Permission from The Technology Press.

Simple Setup Checklist for Microsoft Teams

By David Littrell

On December 15, 2022

In Microsoft, Productivity

Microsoft Teams is a lot of things. It’s a video conferencing tool, a team messaging channel, and a tool for in-app co-authoring, just to name a few. During the pandemic, the popularity of Teams skyrocketed.

User numbers for MS Teams jumped from 20 million in November 2019 to 75 million in April 2020. As of this year, Microsoft reports a user count of 270 million for the platform. This makes it the most popular business tool for team communications.

But one of the things that makes the app popular is also one that can make the setup complex. Microsoft Teams has many moving parts, but to use them effectively they need to be well organized. Additionally, users need to have a chance to learn the system and train on best practices.

What Can Microsoft Teams Do?

First, let’s look at the different areas of Microsoft Teams and what it can do. Then, we’ll give you a simple setup checklist to help your team get up and running productively.

You can think of Teams as a virtual office in the cloud. It’s a centralized hub where teams can communicate, collaborate, and manage tasks. There is also an external communication component to Teams. You can use the app to video conference with anyone. You can also invite guests to a chat channel.

Here are some of the features of MS Teams:

Siloed chat channels
Security for team communications
Integration with Office apps
Integration with 3rd party apps
File sharing
Video and audio conferencing
VoIP phone system (with an extra add-on)
Keep all team resources in a single place

Microsoft Teams Versions

Some good news for small businesses is that there is a free version of Microsoft Teams. If you sign up for a Microsoft 365 business plan, you get the app included, but with a few more features.

Microsoft has also been pushing MS Teams for personal use. So, you can use it to keep your departments better coordinated at work. Or to manage family video calls or PTA meeting collaboration. It’s a versatile and scalable virtual office platform.

Easy Checklist for Setting Up Microsoft Teams

1. Set Up Your Teams/Departments

One of the advantages of Teams is that it allows you to set up specific areas for your groups to collaborate. You do not want everyone to set these teams up on their own, or you could end up with an unorganized mess.

Some ideas for setting these up:

Set up teams by department (accounting, marketing, etc.)
Add a company-wide team (where everyone can collaborate)
Set up teams by role (office managers, executives, etc.)

Typically, if you mirror the hierarchy of your organization, that’s a good place to start. Team areas are secured so only those users invited can see or access any of the content in that team.

2. Add Team Members

For each team, add the members allowed to take part in that team. These would be people that can see the resources posted in that team area. It would normally be the members of the department or group that the team is designed for.

3. Set Up Team Channels

The next level beneath the Team is the Channels. These team channels help organize conversations. For example, within a team set up for your marketing department, you may decide to add three channels. This keeps conversations more focused and makes it easier to find things.

For instance, you could have channels for:

Website Management
Social Media
Offline Advertising

Team channels are another area that you want to control. Don’t let everyone set up channels without a plan, otherwise, things get messy fast.

4. Set Up Team Tabs

Tabs are a great way to foster productivity. Say that employees on your accounting team need to access a tax reporting website. Inevitably, there can be time wasted asking for that link or a login. This is especially true if someone is filling in for a co-worker.

You can add that website link and info to the Tabs area at the top of the team channels. Just click the plus sign to add a new resource and consolidate things for your team members.

5. Schedule MS Teams Training

One of the reasons that company initiatives fail is that users weren’t properly enabled. If users aren’t trained on using MS Teams, then they’ll revert to using whatever they used before. This negates the benefits of moving to Teams when not everyone is onboard.

Work with a Microsoft professional to train your teams. We can provide tips on the most productive features. As well as short-cut their learning curve quite a bit! Make sure to have a realistic timeframe. You should also survey users on whether they feel they need more training.

Need Some Help Implementing Teams in Your Organization?

We can help you over many of the roadblocks that organizations face when starting with Teams. Contact us today for a free consultation to enhance your collaboration and productivity.

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This Article has been Republished with Permission from The Technology Press.

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7 Things to Consider When Getting a New Computer to Avoid Buyer’s Remorse

By David Littrell

On December 10, 2022

In IT Management

Have you ever bought a new computer and then had buyer’s remorse a few months later? Maybe you didn’t pay attention to the storage capacity and ran out of space. Or you may have glossed over memory and experienced constant freeze-ups.

An investment in a new PC isn’t something you want to do lightly. Doing your research ahead of time and consulting with a trusted friend or IT shop can help. It will keep you from making major mistakes that could come back to haunt you later.

Here are several things to consider before you put down your hard-earned money on a new computer.

The Amount of Memory (RAM)

One of the big mistakes that people make when looking for a new computer is to ignore the RAM. Random access memory may be called RAM on the specification or “memory.” If your system has low memory, you run into all sorts of problems.

These issues can include:

Browser freezing up when you have too many tabs open
Issues watching videos
Some software not working properly
Sluggish behavior
Inability to open multiple applications
Constant freezes

Memory is the “thought process” of the PC. If there isn’t enough, it can’t take on another task until it completes the current processing tasks. This can cause frustration and ruin your productivity.

People often go for those low-priced computer deals when looking for a new device. But these can include only 4GB of RAM. That’s not a lot if you do much more than staying in a single application or just a few browser tabs.

The higher the RAM, the more responsive the system performance. So, look for PCs with at least 8GB of RAM. Or higher if you do any graphics/video or other processing-intensive activities.

User Reviews for Longevity

Buying a new computer is an investment. So, it’s natural to want that investment to last as long as possible. You don’t want to spend $700 on a new computer, only to begin experiencing problems when it’s just two years old.

Take your time to research user reviews on the specific models you’re considering. You’ll begin to see patterns emerging. Steer clear of models that have consistent complaints about breakdowns sooner than expected.

You may have to pay a little more for a system that has a better track record of performance. But it will save you in the long run when you have more years of usable life before that device needs replacement.

Whether the PC is for Personal or Business Use

If you have a small business or are a freelancer, you may try to save money by buying a consumer PC. But this could end up costing you more in the long run.

Consumer PCs aren’t designed for continuous “9-to-5” use. They also often lack certain types of firmware security present in business-use models. The price gap has also shortened between good consumer computers and business versions. If you’re not looking at the cheap systems, you’ll find that it’s not that much more to get a business-grade device.

The Processor Used

It can be confusing to read through the processor specifications on a computer. How do you know if Intel Core i7 or i3 is best for your needs? What’s the performance difference between AMD and Intel processors?

If you don’t want to do the research yourself, you could call up your local IT shop. We will be happy to steer you in the right direction. We’ll explain in layman’s terms the differences. As well as which processor makes the most sense for your intended use.

For Laptops: The Case Type

If you’re looking for a laptop computer, it’s important that it is durable. Laptops have some unique characteristics that differ from desktops. For example, the screen is often folded down one or more times per day. Additionally, the keyboard is part of the case and is not easily replaced by the user.

If you get a laptop with a cheap plastic case, it’s bound to break during normal use. Keys could also easily pop off the keyboard, requiring a trip to a computer repair shop.

You want to consider the materials used for the case. Paying an extra $20-$30 upcharge for a better casing is definitely worth it. It can help you avoid unneeded headaches.

Storage Capacity

Storage capacity can be a pain point that you experience after the fact. If you buy a computer without paying attention to hard drive space, you could regret it. You may not be able to transfer over all your “stuff” from the old system.

But storage capacity can also be an area where you can save some money. If you store most of your files in the cloud, then you may not need a lot of hard drive space. The less space you need, the lower the price.

Hard Drive Type

If you can get a computer with a solid-state drive (SSD) rather than a traditional hard disk drive (HDD) you should. SSDs are faster and less likely to have read/write issues. They have no moving parts; thus they are quieter as well.

Solid-state drives have come down in price quite a bit recently. There are many affordable options, and you’ll also find some PCs with both a hard drive and SSD.

Come to Us Before You Spend Money on a New Computer

Don’t blindly invest in a new computer without some expert guidance. Contact us today for a free consultation to save you from a bad new PC experience.

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7 Apps That Can Help You Improve Customer Experience in 2023

By David Littrell

On December 5, 2022

In Business Continuity

Paying attention to your customer experience directly impacts your bottom line. Companies that are “customer-centric” are 60% more profitable than those that aren’t. In this digital age, customers also expect more from those they do business with.

In today’s world, people can order something on their phones and see it on their doorstep the next day. Keeping up with expectations means leveraging the right technology.

As 2023 is on the horizon, it’s the perfect time to improve your customer experience. Thanks to cloud technology, you don’t have to spend a fortune to do it. Just put in place some of the applications below. These apps focus on making leads and customers happy.

1. Online Survey Application

Doing an annual customer satisfaction survey is a great way to check in with customers. Successful businesses take the feedback they get and use it to make their company better.

But doing these surveys through a Word document attached to an email is so last decade! Use an online survey application to make the process seamless for you and your customers.

Online survey tools are available widely online. If you have Microsoft 365, you’ll find one included. These allow people to fill out surveys on any device and not worry about sending them back in an attachment.

On the receiving end, there is no long process of collating data. Just open your form survey tool and see the results instantly.

Online Survey Application — Image from Microsoft

2. Smart Chat Bot

Most businesses have a limit on how many hours a day they can pay staff to answer questions. Customer service hours are typically the same as business hours. And staff can get busy, which means answers may take longer to send back to an inquiry.

Putting a smart chatbot on your business website can improve customer satisfaction. It allows people to get an answer right away. They can also get that answer any time of day or night.

68% of consumers like chatbots because they give them fast answers to questions. While they can’t answer every single question, they can handle quite a few. For example, in healthcare and banking, chatbots can take 75-90% of questions.

3. Business Mobile App

People tend to live on their mobile phones these days. They carry them with them everywhere. Mobile apps are often the preferred method of connecting with data and businesses. More Google searches are now done via mobile devices than by desktops.

Think about creating a business mobile app. One that allows customers to connect with you to order products and services. You can use it for customer support, to initiate virtual calls, and more.

4. Facebook Messenger Support

Facebook Messenger is the 2nd most popular iOS app of all time. This Facebook-connected application makes it easy to communicate with friends, family, and companies.

Many businesses now use Messenger to connect with leads and provide customer support. When you use an app that is so popular in this way, you make it easier for customers to reach you. The ability to get a quick answer through Messenger can boost a customer’s opinion of your company.

5. VoIP Phone System with Good Mobile App

When customers must juggle different numbers for your staff, it gets confusing. Should they call your sales rep at their desk line or mobile number? Using a VoIP phone system simplifies the entire process.

Employees can have a single number that they use when at their desks, at their home office, or anywhere. Make sure the VoIP service has a good mobile app. One that is easy for employees to use. This ensures they can easily handle customer calls using their smartphone. It also keeps them from reverting to using their personal number.

6. Text Notification Apps

SMS is becoming the new email for many companies. Retailers like Shoe Carnival and World Market have customers opt-in to text messaging. Customers like this for shipping notifications and to get sale and coupon alerts.

There are several services online that you can use for this purpose. Offering text updates can significantly improve your customers’ experience. Use them for appointment reminders, sale notices, or shipping alerts.

7. All-in-One CRM & Sales Platform

One thing that frustrates customers is a disconnect between sales and support. They may have had a conversation with a salesperson to customize an order. Then, find that customer service knows nothing about it.

To streamline the information flow, look for an all-in-one CRM/Sales platform. These are cloud services that offer a CRM module and a sales module, and both connect. There is a single customer record, so all notes from the sales and customer support side are in the same place. Both teams can view all customer interactions.

This improves the customer experience and results in fewer dropped balls. Efficiency and productivity improve as well because everyone is on the same page.

Get Help with Customer-Facing Technology Support

It’s easy to get lost in a sea of different cloud applications. Let us help you navigate to a better customer experience. Contact us today for a free consultation.

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This Article has been Republished with Permission from The Technology Press.

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5 Mistakes Companies Are Making in the Digital Workplace

By David Littrell

On October 5, 2022

In Productivity

The pandemic has been a reality that companies around the world have shared. It required major changes in how they operate. No longer, did the status quo of having everyone work in the office make sense for everyone. Many organizations had to quickly evolve to working through remote means.

During the worst of the pandemic, it’s estimated that 70% of full-time workers were working from home. Even now that the pandemic has hit a new waning phase, remote work is still very much a reality. 92% of surveyed employees expect to still work from home at least 1 or more days per week.

This transformation has forced companies to rethink the tools and policies they use. Many have also needed to completely revamp how they work. They’ve had to switch to a cloud-based digital workspace to enable a hybrid team.

This transition has brought newfound benefits, such as:

Lower costs for employees and employers
Better employee work/life balance
Higher morale
The same or improved productivity
More flexibility in serving clients

But, the transition to a digital workplace has also brought challenges and risks.
These include:

Vulnerable networks and endpoints
Employees feeling disconnected
Communication problems
Difficulty tracking productivity and accountability
Increased risk of data breaches

20% of organizations experienced a breach during the pandemic due to a
remote worker.

Overcoming the challenges and reaping the benefits takes time and effort. It also often takes the help of a trained IT professional, so you avoid costly mistakes.

Below are some of the biggest company mistakes when building a digital workplace. For the statistics, we referenced IGLOO’s State of the Digital Workplace report.

1. Poor Cloud File Organization

When companies go virtual for their workflows, files live in a cloud-accessible environment. If those cloud storage environments aren’t well organized, it’s a problem. It can be difficult for employees to find the files they need.

About 51% of employees have avoided sharing a document with a colleague for this reason. They either couldn’t find it or thought it would be too hard to find. It’s notable that this is the highest percentage recorded for this stat in the IGLOO report. Meaning that this problem is getting worse.

Some tips for making shared cloud storage files easier to locate are:

Keep file structure flat (2-3 folders deep)
Create a consistent hierarchy and naming structure
Don’t create a file for fewer than 10 documents
Archive and delete older files monthly to reduce clutter

2. Leaving Remote Workers Out of the Conversation

No one likes to hear people start talking about something at a meeting and realize they’re lost. They missed an important piece of an earlier conversation. Many companies haven’t yet overcome in-person vs remote communication challenges.

In fact, nearly 60% of remote workers say they miss out on important information. This is because colleagues first communicated it in person. Efficiency suffers when in-office workers make decisions without regard for remote colleagues.

Managers and bosses must lead the way in changing this culture. While old habits do take a while to change, mindset can transition to be more inclusive of the hybrid world.

3. Not Addressing Unauthorized Cloud App use

Unauthorized cloud app use (also known as Shadow IT) was already a problem before the pandemic. That problem escalated once people began working from home. Which is often using their personal devices.

Over half (57%) of employees use at least one unauthorized app in their workflow. When this happens, organizations can suffer in many ways.

Some of the risks of shadow IT include:

Data leakage from non-secured apps
Data privacy compliance violations
Redundancies in-app use that increase costs
Unprotected company data due to a lack of visibility
The employee leaves and no one can access the data in the unauthorized app

4. Not Realizing Remote Doesn’t Always Mean From Home

Remote employees aren’t always working from home, connected to their home Wi-Fi. They may also be working from airports, hotels, a family member’s home, or local coffee shops.

Companies that don’t properly protect company data used by remote employees, can be at risk of a breach. Public networks are notorious for enabling “man-in-the-middle” attacks. This is where a hacker connects to the same public network. Then, using software can access data transmissions from others on that
network.

It’s advisable to use a business VPN for all remote work situations. VPNs are fairly inexpensive and easy to use. The employee simply enables the app on their device. The app then reroutes their data through secure, encrypted servers.

5. Using Communication Tools That Frustrate Everyone

Are virtual meetings giving your team problems? As many as 85% of remote workers say that they’ve had 1-2 meetings interrupted by technology. It’s getting so you can hardly have a virtual meeting without someone having a technical issue.

Communication is the oil that makes the engine of a digital workplace run. Effective cloud-based video calls, audio calls, and chats depend on the right technology. This facilitates a smooth experience.

Don’t rush to use just any communication tools. Take your time and test them out. Get help optimizing settings to improve your virtual meetings. Additionally, ensure your remote team has tools to foster smooth communications. This includes headsets, VoIP desk sets, webcams, etc.

Boost the Productivity of Your Hybrid Office

Reach out today to schedule a technology consultation. We can help you improve the efficiency and productivity of your digital workplace.

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This Article has been Republished with Permission from The Technology Press.

You Need to Watch Out for Reply-Chain Phishing Attacks

By David Littrell

On September 30, 2022

In Cybersecurity

Phishing. It seems you can’t read an article on cybersecurity without it coming up. That’s because phishing is still the number one delivery vehicle for cyberattacks.

A cybercriminal may want to steal employee login credentials. Or wish to launch a ransomware attack for a payout. Or possibly plant spyware to steal sensitive info. Sending a phishing email can do them all

80% of surveyed security professionals say that phishing campaigns have significantly increased post-pandemic.

Phishing not only continues to work, but it’s also increasing in volume due to the move to remote teams. Many employees are now working from home. They don’t have the same network protections they had when working at the office.

Why has phishing continued to work so well after all these years? Aren’t people finally learning what phishing looks like?

It’s true that people are generally more aware of phishing emails and how to spot them than a decade ago. But it’s also true that these emails are becoming harder to spot as scammers evolve their tactics.

One of the newest tactics is particularly hard to detect. It is the reply-chain phishing attack.

What is a Reply-Chain Phishing Attack?

Just about everyone is familiar with reply chains in email. An email is copied to one or more people, one replies, and that reply sits at the bottom of the new message. Then another person chimes in on the conversation, replying to the same email.

Soon, you have a chain of email replies on a particular topic. It lists each reply one under the other so everyone can follow the conversation.

You don’t expect a phishing email tucked inside that ongoing email conversation. Most people are expecting phishing to come in as a new message, not a message included in an ongoing reply chain.

The reply-chain phishing attack is particularly insidious because it does exactly that. It inserts a convincing phishing email in the ongoing thread of an email reply chain.

How Does a Hacker Gain Access to the Reply Chain?

How does a hacker gain access to the reply chain conversation? By hacking the email account of one of those people copied on the email chain.

The hacker can email from an email address that the other recipients recognize and trust. They also gain the benefit of reading down through the chain of replies. This enables them to craft a response that looks like it fits.

For example, they may see that everyone has been weighing in on a new product idea for a product called Superbug. So, they send a reply that says, “I’ve drafted up some thoughts on the new Superbug product, here’s a link to see them.”

The link will go to a malicious phishing site. The site might infect a visitor’s system with malware or present a form to steal more login credentials.

The reply won’t seem like a phishing email at all. It will be convincing because:

It comes from an email address of a colleague. This address has already been participating in the email conversation.
It may sound natural and reference items in the discussion.
It may use personalization. The email can call others by the names the hacker has seen in the reply chain.

Business Email Compromise is Increasing

Business email compromise (BEC) is so common that it now has its own acronym. Weak and unsecured passwords lead to email breaches. So do data breaches that reveal databases full of user logins. Both are contributors to how common BEC is becoming.

In 2021, 77% of organizations saw business email compromise attacks. This is up from 65% the year before.

Credential theft has become the main cause of data breaches globally. So, there is a pretty good chance of a compromise of one of your company’s email accounts at some point.

The reply-chain phishing attack is one of the ways that hackers turn that BEC into money. They either use it to plant ransomware or other malware or to steal sensitive data to sell on the Dark Web.

Tips for Addressing Reply-Chain Phishing

Here are some ways that you can lessen the risk of reply-chain phishing in your organization:

Use a Business Password Manager:

This reduces the risk that employees will reuse passwords across many apps. It also keeps them from using weak passwords since they won’t need to remember them anymore.

Put Multi-Factor Controls on Email Accounts:

Present a system challenge (question or required code). Using this for email logins from a strange IP address can stop account compromise.

Teach Employees to be Aware:

Awareness is a big part of catching anything that might be slightly “off” in an email reply. Many attackers do make mistakes.

How Strong Are Your Email Account Protections?

Do you have enough protection in place on your business email accounts to prevent a breach? Let us know if you’d like some help! We have email security solutions that can keep you better protected.

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This Article has been Republished with Permission from The Technology Press.

What Should You Do to Reduce Risk When Your Mobile Device Goes Missing?

By David Littrell

On September 22, 2022

In Cybersecurity

Few things invoke instant panic like a missing smartphone or laptop. These devices hold a good part of our lives. This includes files, personal financials, apps, passwords, pictures, videos, and so much more.

The information they hold is more personal than even that which is in your wallet. It’s because of all your digital footprints. This makes a lost or stolen device a cause for alarm.

It’s often not the device that is the biggest concern. It’s the data on the device and access the device has to cloud accounts and websites. The thought of that being in the hands of a criminal is quite scary.

There are approximately 70 million lost smartphones every year. The owners only recover about 7% of them. Workplace theft is all too common. The office is where 52% of stolen devices go missing.

If it’s a work laptop or smartphone that goes missing, even worse. This can mean the company is subject to a data privacy violation. It could also suffer a ransomware attack originating from that stolen device.

In 2020, Lifespan Health System paid a $1,040,000 HIPAA fine. This was due to an unencrypted stolen laptop breach.

The Minutes After the Loss of Your Device Are Critical

The things you do in the minutes after missing a device are critical. This is the case whether it’s a personal or business device. The faster you act, the less chance there is for exposure of sensitive data.

What Types of Information Does Your Device Hold?

When a criminal gets their hands on a smartphone, tablet, or laptop, they have access to a treasure trove. This includes:

Documents
Photos & videos
Access to any logged-in app accounts on the device
Passwords stored in a browser
Cloud storage access through a syncing account
Emails
Text messages
Multi-factor authentication prompts that come via SMS
And more

Steps to Take Immediately After Missing Your Device

As we mentioned, time is of the essence when it comes to a lost mobile device. The faster you act, the more risk you mitigate for a breach of personal or business information.

Here are steps you should take immediately after the device is missing.

Activate a “Lock My Device” Feature

Most mobile devices and laptops will include a “lock my device” feature. It allows for remote activation if you have enabled it. You will also need to enable “location services.” While good thieves may be able to crack a passcode, turning that on immediately can slow them down.

What about “find my device?”

There is usually also a “find my device” feature available in the same setting area. Only use this to try to locate your device if you feel it’s misplaced, but not stolen. You don’t want to end up face to face with criminals!

Report the Device Missing to Your Company If It’s Used for Work

If you use the device for business, notify your company immediately. Even if all you do is get work email on a personal smartphone, it still counts. Many companies use an endpoint device manager. In this case, access to the company network can be immediately revoked.

Reporting your device missing immediately can allow your company to act fast. This can often mitigate the risk of a data breach.

Log Out & Revoke Access to SaaS Tools

Most mobile devices have persistent logins to SaaS tools. SaaS stands for Software as a Service. These are accounts like Microsoft 365, Trello, Salesforce, etc.

Use another device to log into your account through a web application. Then go to the authorized device area of your account settings. Locate the device that’s missing, and log it out of the service. Then, revoke access, if this is an option.

This disconnects the device from your account so the thief can’t gain access.

Log Out & Revoke Access to Cloud Storage

It’s very important to include cloud storage applications when you revoke access. Is your missing device syncing with a cloud storage platform? If so, the criminal can exploit that connection.

They could upload a malware file that infects the entire storage system. They could also reset your device to resell it, and in the process delete files from cloud storage.

Active a “Wipe My Device” Feature

Hopefully, you are backing up all your devices. This ensures you have a copy of all your files in the case of a lost device.

Does it look like the device is not simply misplaced, but rather stolen or lost for good? If so, then you should use a remote “wipe my device” feature if it has been set up. This will wipe the hard drive of data.