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HELPLINE launches Cyberience
April 2023 by Marc Jacob
HELPLINE announces the launch of Cyberience, a new solution designed to enable CISOs to more effectively educate employees on good cyber security practices. Based on an innovative methodology, Cyberience leverages the Service Desk and ITSM channels to tailor cyber messages to specific user types and deliver them at the times when they are most receptive.
There are three main reasons for this difficulty:
• The media generally used to raise awareness among employees (e-mails, training, webinars, etc.) are not very engaging.
• Awareness-raising messages lack personalization and remain too general to be effective.
• Quantification and qualification are problematic: it is often complicated to know who has really been trained in what, and what real progress has been made.
The Service Desk as a voice for cyber issues
To address this issue, HELPLINE has developed a new tool based on the most effective channel of interaction between the IT department and employees: the Service Desk.
Through Cyberience, support technicians can provide personalized advice and recommendations to employees (based on their profile, department and function) at times when they are most attentive and receptive:
• When they arrive in the company, by integrating a set of supports (e-learning, brochure, video, cyber kit, etc.) into the onboarding process.
• - At the end of resolved calls (personalised message to the user, reminder of classic cyber gestures).
• - During waiting times on line (flag message) or at the IT kiosk (digital screens).
• - During outgoing calls (reminder operations, request for additional information about a ticket, etc.).
Measuring the effectiveness of the cyber experience
The Cyberience offering also includes ’Proof of Value’ procedures to measure the effectiveness of the Cyber Desk. For example, the Cyber Desk can set up and run two-phase phishing tests to quantify the before and after in terms of the application of barrier measures and user reflexes - or A/B testing.
Evaluating cyber awareness and measuring progress is all the more important as companies are increasingly required to demonstrate their cyber security strategy.
