Behind the scenes (science & alchemy)
- Tuesday, September 21, 2010, 0:14
- Software, Threat Research
Greetings from Central Europe. I’ll not bother to say much about myself (Google is there for any who have a deeper interest), but I’ll tell you that, in summer of 2010, I joined AVAST Software as Web Copywriter – a position that, like many others here, was much needed, as the company has grown, along with its user base, at an almost unbelievable (exponential – about 1 employee per 1 million users) rate in recent years.
The Wizards' Tower
I learned a few things very quickly at AVAST:
Being a web-based company, every action requires simultaneous macro & micro perspectives as to how it will affect (or be affected by) a global community. Localization adds, of course, many more layers of potential difficulties, and our multinational team is priceless as to the insights that its individuals provide.
What applies in terms of marketing & PR (my department) often calls for an extremely different approach than what applies to, for example, e-Commerce, programming, database architecture, QA, sales, support, etc., which are every bit as integral (if not more so) to the quality of the products we offer.
Combined, the two elements above requires (and in our fortunate case are performed by) the top industry talent available. I am amazed to discover, within my first few months at (continue reading...)
Transcript of recent dialog with Avast Customer Service. With pressure in US to buy American, you should not alienate your US customers:
Hi Tom, when you will renew (even the Free license) the nags will stop.
Regards, Luca Grilli, Sales/Customer Support
Luca: That is not good enough. You and your nags have made me livid. I will tell 500 of my closest friends not to buy your product. I paid for your product and am entitled to the specified period of use without emotional distress. I live a few blocks from the Texas Attorney General’s office, and I will stop in there to lodge a consumer complaint. You have denied me part of the value for which I paid!
And if you believe I am even considering renewing, you are crazy.
You can recover one way: tell me how to stop the nags now. It cannot be difficult, and it might keep me and those I influence from going to one of your very capable competitors.
Tom Fairey