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What should i do after an crisis?

by onegoodman
5 replies
So, after few months, i managed to keep a good number of sales on daily basis. I got my website main page hacked

Lucky me this website that i am doing pretty good volume of sales on it, was on the webhosting company that was hacked and replaced the main page with : This Website was hacked by ...

The attack happened directly after i went to sleep and by the time i wake up the hacker page was there for 12 hours. oops

So, now every visitor in the world probably know that my website was hacked. I am a security expert, i got the website back on no time, contacted my host, and took every necessary step to make sure my website is clean and safe.

Although there was no actual damage on the website database or functionality, since attacker didn't access my database and the whole show wasn't targeting my website, the damage was done to the website reputation.

Now, after many emails from sellers & buyers complaining and dramatic reduce on sale volume, what should i do to get my sale volume back and higher.

I need your advice to fix the damage that affected my website reputation.

I understand that buyers might be concern paying money to a website that was just hacked, although all payment take place through Paypal

I was preparing for a huge event for the holidays to double my sales specially people welling to pay more in holidays period, but, now I am concerned about the over all situation.

IMers, your advice is needed
#attack #crisis #hacked
  • Profile picture of the author Carvalho
    In my opinion, if your product it's a "one time sell" for each client, you should make the things like your website wasn't hacked, and do not talk about it.
    Because your new customer, wouldn't be very happy to know that the website their about to spend money got hacked.

    If your product sells more than one time to the same customer, then I think you could send them a e-mail explaining that it was the hosted that got hacked and not your website, and because you got a leet-256-bit encryption system your customer data wasn't compromised.
    But still, I would never make a post on the page explaining the things, because the new customers could see it and don't buy your stuff.
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    • Profile picture of the author Johnny Optimo
      Sometimes stuff like this happens... a lot of people's natural reaction is just to sulk and they actually slow down on their marketing.

      The correct response is the opposite. To overcome something like this, you need to step up and increase your marketing to get back to where you were, or maybe even exceed that.
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  • Profile picture of the author goozleology
    Be completely honest with your current customers and tell them that you simply didn't protect your site well enough. Then tell them what you've done to correct the problem. People appreciate honesty because it doesn't come around that often.

    Ed
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  • Profile picture of the author Riggs
    All financial information stored on the server should typically be hash encrypted anyway (if you're a security "expert" you should already know that). That means you just have to announce to your visitors that all their private information remains safe and pass off some bullsh*t story about a tiny XSS vulnerability that was exploited.
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    Website: https://jacobriggs.io

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  • Profile picture of the author onegoodman
    goozleology, my website was not hacked and my website is secure enough, what went down that the hackers access the company servers and get into the website through the root (as long as you are hosted on any company, this can happen)

    Riggs I am aware that no actual damage tookplace, however, good luck explaining that to my visitors. I did create an announcement to explain what happen and that everything is secure.

    As i mentioned, i am not concerned about what happened, my main concern is how to return the sale volume up.
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