Kingsoft: Software Free, Services Paid
Tencent Tech, 3/09/09
Kingsoft (3888.HK) senior vice president and internet security company CEO Ge Ke says that in the future, Kingsoft will provide all of its software products for free, and will rely on paid services for revenue. Products to be offered for free include Kingsoft Internet Security, Kingsoft Ciba, and WPS, among others, but Kingsoft's online gaming products will not be made free. At present, only Kingsoft Internet Security has transitioned to a free product/paid service model. Ge says Kingsoft's customer support center "will become its profit center."
Reportedly, the company's entire customer support center currently employs about 300 people, with about 150 dedicated to software product support. Kingsoft invests RMB 2 or 3 mln every year in hardware and equipment for its call center.
In 2008, the software maker established a communications channel for customers that incorporated phone, e-mail, instant messaging, and remote diagnosis and restore services. Ge says Kingsoft will evaluate its customer services this year based on connection rates, satisfaction rates, and complaint rates, and will add more detailed methods of user feedback analysis. The company will not transfer to the free-product model all at once in 2009, Ge says; rather, it will spend the year evaluating the feasibility of different models.
Keywords: strategy WPS HR 3888.HK Ciba Ge Ke Internet Kingsoft Kingsoft Internet Security online gaming software
Sending
