When having trouble with a product or service, where does the modern user turn? Most likely, social networks. Therefore, in addition to traditional technical support, many companies have a special team whose job it is to track public brand mentions (particularly on Twitter or Facebook). However, such mentions are of interest not only to the companies in question, but to scammers as well.<\/p>\n
This typical example comes from the Malware Hunter Team<\/a>: Whenever someone asks popular cryptocurrency service Blockchain.com\u2019s support team a question on Twitter, a set of bots appears in the comments and tries to slip a phishing link to the asker. Similarly, bots swoop in at the mention of TrustWallet support<\/a>.<\/p>\n The pattern would seem clear, but of course, cryptocurrencies and e-wallets are far from scammers\u2019 only area of interest. Cybercriminals can try to impersonate other companies\u2019 support teams in the same way.<\/p>\n Of course you are not legally culpable if someone deceives people by hiding behind your name, but such incidents can still hit your reputation hard and result in lost clients (and thus lost profits). From clients\u2019 and customers\u2019 perspectives, they were the victims of your failure to help.<\/p>\n First, you need to verify your Twitter account \u2014 get that check mark. It won\u2019t stop evil Twitter twins, but it\u2019s a start: Your users will be able to distinguish your verified account from any fakes. Getting verified can be notoriously difficult. Start with Twitter\u2019s detailed guide<\/a> on the topic.<\/p>\n At the same time, begin or continue monitoring mentions of your brand on social media, primarily Twitter. Some of the many tools for that are free<\/a>, though they\u2019re generally not that great. Others<\/a> may require a monthly subscription but offer numerous additional analytics features for your money. This monitoring for brand mentions (so-called social listening<\/em>) will enable you at least to respond promptly to user questions and, in most cases, detect the actions of scammers.<\/p>\nWhy is Twitter fraud a problem for companies?<\/h2>\n
How to keep your clients out of harm\u2019s way<\/h2>\n