ConsumerAffairs accredited brand Webroot drives customer satisfaction with a dedicated reputation management strategy.
Webroot is an award-winning cybersecurity company with over ten years of experience in threat intelligence services. Webroot’s cloud-based program stops millions of threats in real time to help protect your business, and customers. They offer the smarter services, multi-vector protection and superior resources you need to take control of your business and grow.
An engaged profile on ConsumerAffairs.com builds trust with consumers by showing the brands' dedication to serving and educating consumers on their product.
We recently sat down with Webroot to learn more about how they approach customer feedback, and how they utilize review collection and reputation management through the ConsumerAffairs for Brands platform.
Sharing with us today are Online Marketing Manager Nate Burns and Online Acquisition Coordinator, Collin Singer.
What unique challenges were you facing that brought you to ConsumerAffairs?
[ConsumerAffairs] provides an opportunity to learn from both existing and potential customers. It provides a platform for open dialogue about our products, what they like, what can be improved, and any other questions they might have.
“We know in today's world people rely heavily on these reviews to get a true sense of the product they are considering."
How important are customer reviews and ratings in the purchase process of your products?
Customer reviews and ratings are extremely important and valuable to our customers. We know in today’s world people rely heavily on these reviews to get a true sense of the product they are considering and it allows consumers an opportunity to spread the word about products they love. In the AntiVirus market, reviews also help non-technical people discover the best option to protect their devices. The advocacy reviews provide to Webroot is incredibly important.
How does your company think about customer reviews and has this changed since partnering with ConsumerAffairs?
[The partnership] has helped widen both our audience and our potential customer base. The site and the platform allow open dialogue and help customers no matter their experience with our product. On the rare occasion a consumer has input, the platform helps us address their concerns and helps them utilize the product the way we hope they would. This often resolves any issues so they can have a peace of mind with our product.
“Even if customers go directly to ConsumerAffairs, they're still tapping into our knowledgeable support team and receiving a similar brand experience."
What types of goals or tasks are you using the ConsumerAffairs for Brands platform to accomplish?
ConsumerAffairs has offered another channel for our award winning in-house customer support team to resolve customer issues. Even if customers go directly to ConsumerAffairs, they're still tapping into our knowledgeable support team and receiving a similar brand experience. ConsumerAffairs also provides valuable research for our customers.
Would you recommend ConsumerAffairs and if so, why?
Yes, I definitely would recommend ConsumerAffairs! Great people to work with and the platform is very user friendly. Why not have a quality website where you can reach more customers and help more customers.
“ConsumerAffairs is a great platform for not only having a meaningful dialogue with consumers about cybersecurity but also as a way to connect customers together so they can learn from each other."
“ConsumerAffairs helps us make the connection between protecting what's valuable to our customers - their photos, their files and sensitive information - and an antivirus solution."
What is your advice to others who might be considering our product?
The key for us is the ability to not only reach customers but also to have an open discussion with them about our solution. A lot of people looking for an antivirus solution may not have deep knowledge about cybersecurity or technology. ConsumerAffairs helps us make the connection between protecting what's valuable to our customers - their photos, their files and sensitive information - and an antivirus solution.