Sift Logo Several blue dots forming a sphere to the left of the word Sift in italic font.
  • Products

    Digital Trust & Safety Suite

    Fight fraud without sacrificing growth

    Learn more →

    Passwordless
    Authentication

    Account
    Defense

    Content
    Integrity

    Payment
    Protection

    Dispute
    Management

    Sift
    Connect

    PSD2
    Solution

    New Releases & Enhancements

  • Partners

    Sift Partner
    Program

    Join the leader in Digital Trust & Safety

    Learn more →

    Commerce platform partners


  • Industries

    One solution, many applications

    Learn how Sift can work for your industry

    Learn more →

    Featured industries


    Fintech

    Retail

    Food & Beverage

  • Customers

    See case studies by industry

    Sift works across every use case and region

    Learn more →

    Featured customers


  • Resources

    Explore our resources

    Access trends, guides, and insights from Sift

    Learn more →

    Blog

    Ebooks

    One Pagers

    Demos

    Videos

    Webinars

    Infographics

    Podcasts

    Trust & Safety University

  • Fraud Center
  • Company

    Why leaders choose Sift

    Technology, community, and partnership

    Learn more →

    Our mission: Help everyone trust the internet


    About

    Careers

    News & Press

Request a demo
Products
  • Digital Trust & Safety Suite
  • Passwordless Authentication
  • Account Defense
  • Content Integrity
  • Payment Protection
  • Dispute Management
  • Sift Connect
  • PSD2 Solution
  • New Releases & Enchancements
Why Sift
  • Salesforce
  • Magento
  • Shopify
Industries
  • Fintech
  • Retail
  • Food & Beverage
Customers
Resources
  • Blog
  • Ebooks
  • One Pagers
  • Demos
  • Videos
  • Webinars
  • Infographics
  • Podcasts
  • Trust and Safety University
Fraud Center
About
  • Search Careers
  • Our Company
  • Contact Us
  • Engineering Blog
Request a DemoSign In
  • Blog Home
  • Digital Trust & Safety
< prev / next >
Share this article on LinkedIn
Tweet this article
Share this article on Facebook
SOCIALICON
Share this article via email

The Scars of Scaling

By Jeff Sakasegawa  / 

25 Apr 2019

Scale is what all companies are striving for: winning it, dealing with the pressures of it, or taking it to the next level. Regardless of what phase you’re in, one thing remains consistent. Scaling leaves scars.

This sounds painful, right? Who wants scars? But all that matters is what you get as a result of the pain — namely, working for a leading company that is growing and earning industry respect. Ultimately, the scars of scaling come from a few notable factors that we’ll address in turn.

Time is of the Essence

In the Trust & Safety space, we often find ourselves putting out fires. Maybe you’ve noticed an increase in chargebacks, or maybe your accounts are being compromised at an increasing rate… What do you do? You have to come up with a fix in the moment, and this is where mistakes can happen. You can make your life easier by working through a simple checklist to quickly get you started on a remediation plan.

  • Are any customer communications required? If yes, talk to Customer Success
  • Contact my engineering (or service provider) point of contact ASAP
  • Draft and distribute review instructions for my Trust & Safety team relative to this event
  • Open communication channel for internal stakeholders for updates (email or Slack)
  • Hold a post-mortem meeting after the event, which must answer: What happened, and what should we start, stop, or continue doing?

Build to Last

Like I said before, scars are inevitable. However, the only way to prevent future injury is by learning from these events. To that end, it’s important to recognize the difference between temporary and long term fixes.

Rules, heuristics, and manual processes have their place in Trust & Safety organizations. They serve as salves for issues on your platform — but, much like a salve, their effect is temporary. It is critical to reduce your dependence on these methods over time and invest in scalable solutions. At Sift, of course, we find value in machine learning, but this could be any technological solution that saves you effort over time.

Keep Your Customer in Mind

Lastly, keep in mind the customers you’re serving. Only by enabling them and providing them with positive experiences will your scaling continue. I’ve seen it often: in the pursuit of new customers, businesses leave first customers by the wayside. Save yourself future headache by operating in a way that serves both populations as equitably as possible.

Maintaining Trust & Safety is a crucial step for serving both groups. If you are able to properly identify and mitigate stolen credit card payments, account takeovers, and spammy content, your business will have the confidence to launch new endeavors.

I hope that you’ve found this blog post interesting! If you liked the content here, I’d encourage you to watch our recent “What you missed at the MRC” webinar on the same topic or request a Digital Trust & Safety Assessment at sift.com/assessment.

Related

customer experiencecustomersscalingtrust and safety

Jeff Sakasegawa

Jeff Sakasegawa is a Trust & Safety Architect at Sift with over ten years of experience in risk management and compliance. He was previously at Google, Facebook, and Square.

  • < prev
  • Blog Home
  • next >
Company
  • About Us
  • Careers
  • Contact Us
  • News & Press
  • Partner with us
  • Blog
Support
  • Help Center
  • Contact Support
  • System Status
  • Trust & Safety University
  • Fraud Management
Developers
  • Overview
  • APIs
  • Client Libraries
  • Integration Guides
  • Tutorials
  • Engineering Blog
Social

Don't miss a thing

Our newsletter delivers industry trends, insights, and more.

You're on the list.

You can unsubscribe at any time. Please see our Website Privacy Notice.

If you are using a screen reader and are having problems using this website, please email support@sift.com for assistance.

© 2022 Sift All Rights Reserved Privacy & Terms

Your information will be used to contact you about our service and subscribe you to our direct marketing communications. You can, of course, unsubscribe at any time. Please see our Website Privacy Notice.