NortonLifeLock - Innovative Achievement in International Expansion

Gold Stevie Award Winner 2019, Click to Enter The 2022 Asia Pacific Stevie® Awards

Name of Organization / Company: NortonLifeLock
Category: T01 - T09 - Achievement Categories > T05. Innovative Achievement in International Expansion

Entry Title: NortonLifeLock International Expansion: Introducing Restoration Support in Japan

NortonLifeLock Inc. is a global leader and trusted ally in Cyber Safety with nearly 50M consumers globally. With the growing number of cyber crimes in Japan, NortonLifeLock released Norton™️ ID Advisor Powered by LifeLock™️ for our Japanese customers in November, 2020. It is positioned as a premium product and a new component of the release is Restoration Support delivered by Customer Support agent.

What’s NortonLifeLock released Norton™️ ID Advisor Powered by LifeLock™️ ?

Cybercriminals can use dark web sites to make illegal purchases of personal information. We monitor the dark web looking for personal information, notify you, then advise you on steps you can take to help protect yourself. Identity Restoration Specialists are available to help you each step of the way should you discover you’re a victim of identity theft.

Two Key initiatives for Japan Release

1. Localized Scope of Restoration Support

Restoration Support combined with Dark Web Monitoring features makes Norton™️ ID Advisor Powered by LifeLock™️ unique and more reliable. If you receive the Dark Web Monitoring notification that we detected your personal information on Dark web, and/or if your identity is compromised a dedicated Identity Restoration Specialist will take the following action to assist with:

- Helping you resolve disputes with merchants and other relevant parties, including credit card companies, financial institutions, government agencies or other official parties through three-way assisted calls.
- Making phone calls with you and help you with paperwork you might have, from initiation to resolution of your matter.

With the extensive Norton security product support experience, Restoration Support Specialists can also:

- Advise steps you can take to address your concerns with data breach and identity theft
- Provide assistance using Remote Access tool to easily identify the problem and assist in resolving it.
- Our specialists are highly empathetic and understand that speed to resolve ID theft is key for our customers.

Restoration Support is open 365 days and customer can also access Restoration Support quickly through our App.

2. New In-country Support center

Consumer Support and Inside Sales (CSIS) team opened a new in-country contact center for Restoration Support team in September, 2020 during COVID-19 pandemic. This was no easy feat to pull off, but it has been extremely successful and necessary to provide in-country service support. As a leading company in cyber safety, NortonLifeLock partnered with an outsourcing company specializing in customer engagement and business performance. The contact center meets the highest security standards including PCI DSS, ISO27001 and Privacy Mark.

Since the release of the product in November, Norton™️ ID Advisor Powered by LifeLock™️ has sold significantly well in Japan. We have received great engagement and have assisted with a great number of product inquiries driving impactful positive customer feedback.