Ransomware and the Customer Experience

Ransomware attacks are becoming increasingly sophisticated and hackers are providing a surprisingly high level of customer service. They offer FAQ pages, multiple language support, and quick response times to help victims navigate the process of paying the ransom. Security company FSecure conducted a study evaluating the customer service of different ransomware families, finding that some offered a more user-friendly experience. While it may seem strange to evaluate the customer experience of criminals, the goal is to understand their tactics and motivations to better protect against ransomware attacks.