Case Study: Malwarebytes lifted its sentiment score 60+ points and e-commerce conversion 6–11% with Alchemer Pulse
Key results
The challenge
Malwarebytes needed to scale customer feedback across the organization in a mature market. Manual processes, including weekend coding sessions to categorize responses, were unsustainable, and insights were not reaching decision-makers effectively.
The solution
Malwarebytes implemented Alchemer's feedback platform with Alchemer Pulse AI-powered sentiment analysis, automating theme identification, integrating with Salesforce and Zendesk, and publishing real-time reviews via a custom WordPress plugin built on the API.
“Leadership trusts the data more when it comes straight from Pulse, especially paired with storytelling.”
DBDiane BeaudetSenior Manager for Global Customer Experience, Malwarebytes
The results, in context
Malwarebytes reported a 60+ point increase in its sentiment score alongside double-digit revenue growth and four new product launches informed by customer sentiment. It also saw a 6–11% increase in e-commerce conversion rates, a 30% boost in search engine click-through rates, and 54% open rates on customer newsletters.