Meet Liat Shefer Cohen, the Director of Trust and Safety at Fiverr, the global marketplace platform that connects businesses with freelancers offering digital services in hundreds of categories. Liat’s role entails ensuring that Fiverr’s community adheres to the platform’s community guidelines and terms of service.
Main Pain Points
One of the key challenges Liat’s team at Fiverr encountered was finding the right equilibrium between maintaining strict KYC procedures during user onboarding and ensuring a good user experience. Their quest for an extra security layer and validation to bolster their risk management strategies led them to AU10TIX.
“AU10TIX Products at Work”
Integrating AU10TIX’s solutions significantly enhanced Fiverr’s marketplace safety, contributing to a better user experience. By catching bad actors in the early stages, Fiverr has provided a safer environment for its users, ultimately reducing the need for customer service calls related to security concerns. Notably, AU10TIX’s multi-layered approach to fraud detection, including our IDV Suite, Serial Fraud Monitor, and our “Liveness” feature, has reduced the instances of fake accounts by 5%, a conversion success rate of over 90%, and an over 10% decrease in the volume of customer service inquiries related to usability.
The AU10TIX Support Experience
In Liat’s own words, “Fiverr found AU10TIX’s support impeccable. Their regular communication about technical changes, deployments, and any potential downtime ensured a seamless partnership. Working closely with the Customer Success Managers and their proactive availability, even in the same country, made the experience smoother.”
A Symbiotic Relationship
The partnership between Fiverr and AU10TIX is founded on transparency and collaboration. The shared understanding and mutual drive to support each other’s success make this partnership particularly thrilling. A common goal unites us: guaranteeing all users a secure and trustworthy environment.
As regulations continue to develop, Liat views AU10TIX as a valuable partner in addressing the challenges presented by the EU’s Digital Services Act (DSA) regulations. It is anticipated that AU10TIX will play a crucial role in aiding Fiverr in adapting to these changes and effectively mitigating emerging risks.