Adware and spyware are the names given to programs that invasively monitor use and deliver adverts, often pop-ups, that can cause annoyance and slow down people’s computers. They are usually inadvertently downloaded and installed on a computer, typically through surfing the internet or opening carrier emails. Adware Alert is a piece of software that scans the computer and detects and removes these programs.
The company had developed the software but needed a user-friendly interface to sell it. One of the ways they wanted to attract customers was to offer a free online scan of their computer, which would hopefully lead to sales after it is pointed out that the free online version can only detect existing adware whereas the bought version will prevent it getting there in the first place, reducing the number of scans required. Although the base software will work more or less indefinitely, it does require regular updates as new pieces of adware emerge. This means that renewable subscriptions must be purchased, making customer satisfaction an absolute must.
Websitehttp://www.adwarealert.com
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The Challenges The site had to be very promotional and needed to be found easily by anyone searching for adware or spyware removal solutions. The tone needed to be professional and reassuring while illustrating the frustration and dangers linked to adware. The free scan is a key element of the promotion, especially since people will often search for a free scan, so this had to be incorporated seamlessly and work perfectly. |
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The Solution We created a complete new website that allowed users to perform an online scan using the Adware Alert software (which is not created by us). We used an HTML site with embedded Flash presentations so that the promotional message could be put across; the Flash element was interactive and allowed users to click through to the scan. We set up an affiliate marketing scheme to bring in more traffic in this very competitive market that includes some of the biggest names in software. To improve customer satisfaction, a complete CRM solution was included, along with live chat for the 24 hour support and monitoring software. |
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The Results The Adware Alert site has proved to provide a perfect blend of customer service and sales. Although many people are satisfied with the free scan, a good proportion of them trust the company and the solution enough to go on and make a purchase. Excellent customer services then help to retain customers, making the choice to renew their subscription rather than change providers an easy one. |
