Malwarebytes Case Study on Alchemer Implementation

This case study details the transition of Malwarebytes from SurveyMonkey to Alchemer as their customer feedback platform. The document outlines the challenges faced with SurveyMonkey, including technical issues and inadequate customer service. It describes the two-week setup process for Alchemer and the subsequent training that enabled the team to effectively utilize the platform across various departments within two months. Key figures, such as Diane Beaudet and Jean Chapin, are mentioned as advocates for the new system, highlighting the benefits of visibility and flexibility in reporting. The establishment of an NPS Council is documented, which includes representatives from multiple departments to address customer feedback promptly. The case study also presents the results achieved in the first year, such as improved sales tactics and customer support processes, demonstrating the effectiveness of cross-departmental collaboration facilitated by the new platform. Overall, the document emphasizes the successful standardization of customer feedback processes at Malwarebytes.