Case Study: European-Based Security Company increases ARPU and generates over $1M in support revenue with AppDirect

AppHelp helps security vendor increase ARPU with premium support

A Bilbao-based European security company offering antivirus, firewall, anti-spam/spyware and system management tools faced intense competition from major vendors and needed a superior support experience for its consumer and small-business customers to differentiate its products and monetize support.

In April 2015 the company engaged AppHelp to deliver multilingual Tier‑1 product and customer support, assisted sales and premium-service upsells across voice, chat and email. AppHelp’s margin‑positive program handled renewals and win‑back campaigns, tailored service offers to customers, and drove more than $1 million in incremental support revenue, increasing ARPU.