A mail order company expanded its customer communication channels to include social media alongside phone, email, fax, and web portals. However, handling complaints or order enquiries via social platforms created challenges, as employees required sensitive personal data to identify customers and process requests. For security reasons, this information could not be exchanged over social media, forcing agents to interrupt interactions and ask customers to switch channels, which often caused frustration. To solve this, fast authentication via social media was introduced, enabling secure customer identification without exposing sensitive data. The solution streamlined interactions, reduced channel switching, protected customer information, and significantly improved the overall service experie

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