Case Study: Malwarebytes achieves enterprise feedback standardization and faster issue resolution with Alchemer

How Malwarebytes Standardized with Alchemer and Created an NPS Council

Malwarebytes, an international cybersecurity company, needed a more robust, stable customer feedback solution after finding SurveyMonkey buggy and hard to support. They selected Alchemer’s Enterprise Feedback Platform to standardize feedback collection across departments and enable a faster, easier implementation that could be used by Customer Lifecycle Marketing, UX, Product, Support, HR and others.

Alchemer completed initial setup in about two weeks and supported a phased rollout that finished across all departments within five months, helped Malwarebytes create an NPS Council, and automated NPS surveys (first at 28 days, then every six months). Using Alchemer, Malwarebytes achieved measurable results—same-day support callbacks, revised customer-centric sales tactics, a new value-based pricing schema, prioritized product time for customer issues, improved ticket classification—and reports solving complex, cross-departmental challenges in roughly half the time, with integrations to Salesforce and Zendesk.

Malwarebytes

Diane Beaudet

Senior Manager for Customer Lifecycle Marketing