In cybersecurity, growth is hard-won. The threats change daily, the competition is fierce, and customer trust is everything. But Malwarebytes found a way to stand out just by listening.
The global cybersecurity company achieved double-digit revenue growth in one of the most competitive, mature markets in tech. Their secret? Turning customer feedback into fuel for innovation and trust.
“I think the value of Alchemer is that it fits our size. It’s powerful without being complex, and we didn’t need internal IT help to get up and running.”
— Diane Beaudet, Senior Manager for Global Customer Experience, Malwarebytes
When Malwarebytes first turned to Alchemer, the goal was simple: streamline their customer feedback and NPS program. They’d outgrown SurveyMonkey and needed a platform that could scale insights across the business and go beyond surveys with more powerful dashboards and reporting.
After implementing Alchemer, Malwarebytes gained real-time visibility into customer sentiment. They also automated NPS scores routing to the right teams, eliminated manual reporting, and integrated results in real-time directly with Salesforce and Zendesk.
Today, the company runs tens of thousands of consumer surveys and hundreds of business NPS surveys each month, feeding real-time insights to product, marketing, and support.
“Before Alchemer, had a very hard time getting the attention of the folks who really needed this information.” said Diane Beaudet, Senior Manager for Global Customer Experience. “Now, executives see the value and take this program very seriously. It drives decisions, priorities, and even roadmaps.”
Malwarebytes’ CX journey took off when they activated their NPS and feedback program—paired with leadership buy-in that ensured the work made an impact. Once that foundation was in place, they were ready to level up their VoC program and uncover deeper insights hiding in their open-text feedback.
But that wasn’t going to be easy. Diane once spent her Saturdays manually coding all of their open-text feedback — qualitative, unstructured responses from surveys and review sites — into seven of their identified themes.
That all changed when she added Alchemer Pulse.
Before Pulse, Diane and her team manually sifted through feedback to identify themes and customer segments. Their own assumptions led them to believe they had seven segments, but Pulse uncovered fifteen — opening the door to smarter marketing strategies, product innovation, and a sharper understanding of their audience. Now, Pulse’s AI-powered sentiment analysis automatically surfaces new themes as new feedback comes in, delivering richer, faster insights without the bias or burden of manual coding.
“I finally got my weekends back,” Diane laughed. “I don’t have to spend my Saturday mornings categorizing feedback anymore. And leadership trusts the data more when it comes straight from Pulse, especially when it’s paired with human storytelling.”
Those insights sparked major change. Pulse revealed that most customer frustrations weren’t about the product at all, but about education. This finding drove new onboarding flows, customer newsletters with impressive 54% open rates, and quarterly “office hours” to help small business customers get the most from their purchase.
Reviews from the app stores uncovered an opportunity they might’ve otherwise missed: customers were frustrated that they couldn’t purchase protection for multiple devices at once — an option Malwarebytes hadn’t even considered offering. Within weeks, the team updated their product roadmap to add multi-device purchasing, unlocking an entirely new revenue stream.
Together, these insights became the backbone of Malwarebytes’ strategy, driving smarter decisions and delivering measurable growth.
“I finally got my weekends back… and leadership trusts the data more when it comes straight from Pulse.”
— Diane Beaudet, Senior Manager for Global Customer Experience, Malwarebytes
For Malwarebytes, feedback is more than just a tool for improvement; it’s how they earn trust and attract new customers. With their VoC foundation firmly in place, the team began using Alchemer APIs to build a custom WordPress plugin that automatically publishes authentic customer reviews directly to their website.
Every review, good, bad, or somewhere in between, refreshes in real time as Alchemer data syncs through the API.
“The fact that we display all our reviews, not just the five-star ones, builds credibility,” said Matt Burgess, Director of Engineering at Malwarebytes.
This transparency has paid off. Since implementing the integration, Malwarebytes has seen a 6–11% increase in e-commerce conversion rates and a 30% boost in search engine click-through rates — proving that trust drives both visibility and sales.
Additionally, Alchemer’s integrations with Zendesk and Excel helped automate follow-ups and trigger advocacy workflows. Happy customers are invited to share reviews across Trustpilot, Amazon, and G2, while detractors receive outreach from support within hours.
“Anyone who leaves a score of seven or below gets contacted within 24 hours.” Diane explained. “Customers are surprised when we call them, but it shows them we’re listening.”
If a customer has already left a review on one platform, the automation intelligently prompts them to share feedback on another, expanding reach and credibility across multiple channels. Their advocacy program now includes 4,000 customers who help amplify Malwarebytes’ story to new audiences. Behind the scenes, these integrations have streamlined operations and strengthened collaboration.
From day one, Malwarebytes has experienced unmatched support from a team that feels like an extension of their own. Their dedicated Customer Success Manager collaborates closely with Diane and her team to strategize program growth, share best practices, and guide every new initiative—from scaling NPS to adding advanced sentiment analysis with Alchemer Pulse.
Whether it’s refining workflows, troubleshooting integrations, or building out a roadmap for what’s next, the Alchemer team shows up as part of Malwarebytes’ success story.
“I can always get hold of the Alchemer team, even when I’m on vacation. They’ve been part of this program’s success from the start.”
— Diane Beaudet, Senior Manager, Global Customer Experience, Malwarebytes
Every time Malwarebytes onboards a new Alchemer product, the onboarding team ensures everything runs smoothly from the start. With expert guidance, clear communication, and hands-on collaboration, they make the process effortless.
“I was ready for implementation to be complex or difficult. The onboarding team made sure it was neither. They made sure our team was up and running in three days.”
— Diane Beaudet, Senior Manager, Global Customer Experience, Malwarebytes
Executives now use NPS and sentiment insights to set annual benchmarks and strategic goals. Cross-functional teams, from product to marketing, rely on Alchemer dashboards to guide improvements and measure impact.
A dedicated working council ensures stakeholder alignment and accountability, while cross-team visibility into customer sentiment drives faster decision-making, product improvements, and year-over-year revenue growth.
“The program’s maturity has transformed how we work,” Diane said. “Negative feedback isn’t criticism anymore, it’s direction.”
That cultural shift fueled measurable outcomes:
that outpaced expectations in a mature cybersecurity market
driven by visible action on customer feedback
informed by customer sentiment
saving hours each week and boosting team efficiency
by identifying multi-device purchase demand
Malwarebytes’ VoC evolution offers a playbook for any organization ready to elevate its customer experience:
Use real-time feedback loops to act on what customers say today, not what they said last quarter.
Share data transparently across departments, so decisions are grounded in evidence, not opinion.
“You said, we did” updates and newsletters explain what changed, keep customers engaged, and prove their feedback drives real action.
Integrate your systems to turn happy customers into brand advocates at scale.
As Diane summed it up: “People love the brand, even when they have complaints, because they know we’ll listen and fix it.”
Now, Malwarebytes has a scalable feedback solution that fits their business today and grows with them tomorrow, turning customer insights into decisive action.
Learn more about how Malwarebytes uses Alchemer to build a Voice of the Customer program that drives product-led growth—and delivers measurable business impact.
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