The ransomware business is quickly evolving, not only is the malware becoming more sophisticated, the criminals also try to serve their 'customers' more professionally. The criminals behind the Jigsaw ransomware now also offer live chat support.
Live chat with Jigsaw 'operator' - source: Trend Micro
Earlier this week we also reported that the cybercriminals behind the UltraCrypter / CryptXXX ransomware had a special helpdesk page on their payment page. The helpdesk offered by Jigsaw is a little more sophisticated. Victims can receive help through a live chat with a operator that can assist them with performing the payment or with the decryption of files.
Antivirus company Trend Micro tested the 'helpdesk' and found that it's even possible to negotiate about the ransom. Normally decryption would have cost them $150 but after asking whether there's a way to lower the payment this was brought down to $125. Obviously Trend Micro didn't pay at all.
According to the antivirus company the live chat is likely helping the criminals to get more people to pay, as they write, "The victims of this crime now have an immediate, human voice to go to when their files are encrypted. This may predispose them to pay up if they are victimized–something we do not encourage."
