Customer Support for Cybersecurity Solutions

In the world of cybersecurity, where threats evolve constantly, reliable customer support isn’t just a bonus—it’s essential. Running a business is tough enough without worrying about cyber threats. When you need help, you need it now.

This section breaks down how to find cybersecurity support that’s there when you need it, in the ways you want it, with a proven track record of happy customers.  Dive in to learn about availability, support channels, and how to decipher customer reviews.

Cuándo y cómo

When purchasing any software it is important to know when and how you can reach help & support. Some brands offer 24/7 phone support, some only during working hours. Some have live chat or just an email. Below you can find basic overview of customer support availability and channels.

Disponibilidad

WHEN is the Customer Support Available to Help You?

Cybersecurity threats don’t keep business hours. That’s why availability of a support team is super important. They should be available when you need them, ready to assist with any issue, big or small.

To get a feel for a company’s support, try their live chat. Even though pre-sales support might be a bit different than what you’d get as a customer, it still gives you a sense of their responsiveness and helpfulness.

24/7 - Obtenga ayuda en cualquier momento, de día o de noche, 365 días al año

24/5 - Obtenga ayuda durante la semana laboral

24/5 9-5pm - Obtenga ayuda durante la semana y el horario laboral

Tenlo en cuenta:

  • Response Times: With cybersecurity products it is crucial to ensure prompt attention to your inquiries.
  • Gestores de cuenta: Los planes Premium pueden recibir asistencia personalizada de un experto dedicado.

Communication Channels

HOW Can You Reach Out to Customer Cupport with Your Problem?

Cybersecurity companies understand that everyone has different communication preferences. That’s why they offer multiple ways to connect with their support team. Not all vendors, however, offer all communication channels.

Sef-ayuda:

  • Preguntas frecuentes: Muy a menudo un problema puede resolverse leyendo las FAQ. Si tienes un problema, es probable que no estés solo.
  • Base de conocimientos: Para obtener información más completa y descripciones detalladas, siempre puede visitar la base de conocimientos de los proveedores.

Lo que dicen los clientes sobre la asistencia

We have conducted a  sentiment analysis on user opinions regarding the customer support of 7 leading cybersecurity brands with focus on SMB. This analysis provides valuable insights into how customers perceive the quality and effectiveness of each brand’s support services, highlighting areas of strength and potential areas for improvement.

Descargo de responsabilidad: Es importante tener en cuenta que las reseñas de los clientes presentan opiniones subjetivas y no siempre reflejan la calidad general de la asistencia de las empresas.

 

Mixed sentiment

  • Some users report positive experiences, particularly with sales, but other users express frustration with the lack of support for technical issues, such as the lack of information about version updates for the Android app.
  • Some users also report feeling pressured to continually purchase more products despite already being paying customers.
  • A user describes a frustrating experience with attempting to get a refund, suggesting that Avast's AI chatbot and customer service representatives were more concerned with making moral arguments than actually helping the customer.
  • Otro usuario tuvo una experiencia similar: canceló su suscripción antes de que se renovara automáticamente, recibió confirmación de la cancelación, pero le siguieron cobrando. Después de esperar más de una hora en espera para hablar con el servicio de atención al cliente, tuvieron que cancelar el cargo a través de la compañía de su tarjeta de crédito.

Largely positive sentiment

  • Many users describe positive interactions with support staff.
  • Users frequently praise Bitdefender's support staff for being helpful, responsive, professional, and efficient.

 

However, some negative sentiment is also expressed.

  • A few users report encountering unhelpful or rude support staff.
  • Other users describe frustrating experiences related to account issues, such as having accounts closed after payments were processed or difficulty cancelling automatic renewals.
  • One user expresses dissatisfaction with Bitdefender’s support for their GravityZone product, finding it difficult to get help resolving issues with the cloud portal.
  • One user reports that it took them nearly a month to resolve several issues through Bitdefender's customer support.

Positive sentiment

 

  • Users describe the support as excellent, helpful, and responsive.

Sin embargo, hay un par de casos de comentarios negativos.

  • One user reported slow initial support in the Europe region, which improved after new teams were hired.
  • Otro usuario expresó su descontento con el equipo de asistencia y ventas, citando la falta de apoyo y la denegación de una segunda demostración.

Generally positive sentiment

  • Users compliment the support staff's helpfulness and knowledge.
  • Users also praise ESET's engineers, describing them as "top-flight" and easy to understand.

However, some negative sentiment is expressed, particularly around difficulty contacting support and a perceived decline in customer service quality.

  • One user had a frustrating experience with the transition from client-server support to web-based support.
  • Otros usuarios expresaron su frustración por la falta de claridad en torno a los nombres de los productos y los dispositivos cubiertos por sus licencias.
  • Several users complain about the lack of phone support and difficulty using the chat feature.

Positive sentiment

  • The majority of users who mentioned Kaspersky's customer support report positive experiences.

However, there is also negative sentiment expressed.

  • Users describe the support staff as helpful, efficient, knowledgeable, and professional.
  • One user, who uses Kaspersky on their Android phone, describes an extremely negative experience involving excessive login prompts and difficulty contacting customer support.
  • Another user, while initially happy with the customer service they received, reports having a very negative experience with a rude and impatient representative during a follow-up call.
  • Some users report that Kaspersky’s instructions regarding multi-device management and the renewal process were unclear or difficult to follow.
  • One user finds Kaspersky’s customer support to be impersonal and frustrating because of its reliance on chatbots and online forms rather than direct communication with a human representative.

Overwhelmingly positive sentiment

  • Users consistently describe their experiences in positive terms.
  • Users frequently use words like "excellent," "helpful," "professional," "patient," and "responsive" to describe Malwarebytes' customer service....
  • Several users praise Malwarebytes' customer support staff for going above and beyond to resolve issues.

However, there is also a small amount of negative feedback.

  • A few users express frustration with difficulty contacting support or receiving a timely response.
  • One user complains about Malwarebytes' aggressive marketing tactics in the free version of their software.
  • Another user criticizes Malwarebytes' practice of automatically renewing subscriptions without providing adequate notice.
  • Algunos usuarios expresan su deseo de disponer de funciones de información más completas, como informes detallados sobre los parches instalados y las amenazas eliminadas.
  • Algunos usuarios consideran que el proceso de redacción de políticas de excepción es demasiado complejo.

Mixed sentiment

  • Few positive comments praising the helpfulness of the support staff and the ease of using Webroot's interface.

However, there is also significant negative feedback, primarily concerning difficulty contacting support and a lack of responsiveness from Webroot.

  • One user reports being unable to reach anyone by phone or voicemail despite being double charged on their credit card.
  • Another user describes spending over an hour on hold attempting to resolve an account issue.
  • One user complains that their only option for getting support is through Webroot’s website, which they have difficulty navigating due to a vision problem.
  • One user finds Webroot's messaging and information about its services unclear, reporting difficulty understanding what they were paying for and how to access basic information.

Explorar otras áreas clave

Precios
Fiabilidad
Usabilidad
Conformidad
Características
Escalabilidad
Educación

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World of cybersecurity is complex and always evolving. You take care of your business and we help you choose the best cybersecurity solution for your business.

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