{"id":33609,"date":"2019-10-31T21:53:43","date_gmt":"2019-10-31T18:53:43","guid":{"rendered":"https:\/\/prohoster.info\/blog\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb\/"},"modified":"2019-10-31T21:53:43","modified_gmt":"2019-10-31T18:53:43","slug":"cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","title":{"rendered":"CJM pro fale\u0161n\u00e9 spu\u0161t\u011bn\u00ed antiviru DrWeb","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Kapitola, ve kter\u00e9 Doctor Web odebere DLL slu\u017eby Samsung Magician, a pro pod\u00e1n\u00ed \u017e\u00e1dosti do technick\u00e9 podpory je t\u0159eba se nejen zaregistrovat na port\u00e1lu, ale tak\u00e9 uv\u00e9st s\u00e9riov\u00e9 \u010d\u00edslo. To samoz\u0159ejm\u011b nen\u00ed mo\u017en\u00e9, proto\u017ee DrWeb p\u0159i registraci zas\u00edl\u00e1 kl\u00ed\u010d, zat\u00edmco s\u00e9riov\u00e9 \u010d\u00edslo se generuje b\u011bhem registrace podle kl\u00ed\u010de \u2014 a nen\u00ed nikde ulo\u017eeno. B\u011bhem procesu je krom\u011b s\u00e9riov\u00e9ho \u010d\u00edsla nutn\u00e9 zadat DVA vlastn\u00ed captchy: p\u0159i p\u0159ihl\u00e1\u0161en\u00ed a p\u0159i odes\u00edl\u00e1n\u00ed \u017e\u00e1dosti do technick\u00e9 podpory.
\nSituace jako z poh\u00e1dky: na mo\u0159i, na oce\u00e1nu je ostrov, na tom ostrov\u011b roste dub, pod dubem je zakopan\u00e1 truhla, v truhle je zaj\u00edc, v zaj\u00edci je kachna, v kachn\u011b je vejce, ve vejci je jehla, a v jehle je smrt Ko\u0161t\u011bje. V\u00edm, \u017ee takto skryt\u00e1 mo\u017enost kontaktovat technickou podporu \u2013 to je trend. Ale ne a\u017e tak. <\/p>\n

Pov\u00edm v\u00e1m, jak to opravit.<\/p>\n

\"CJM
\n
\n<\/a><\/noindex>
\nJsem v\u00fdzkumn\u00edk a p\u0159i \u0159e\u0161en\u00ed UX \u00faloh obvykle d\u00e1v\u00e1m u\u017eivatel\u016fm \u00fakoly na pln\u011bn\u00ed sc\u00e9n\u00e1\u0159\u016f v aplikac\u00edch. Ale \u017eivot je mnohem bohat\u0161\u00ed a p\u0159in\u00e1\u0161\u00ed ne\u010dekan\u00e9 sc\u00e9n\u00e1\u0159e i samotn\u00fdm v\u00fdzkumn\u00edk\u016fm.<\/p>\n

Pou\u017e\u00edv\u00e1m antivirus DrWeb u\u017e docela dlouho, od po\u010d\u00e1tku nult\u00fdch let, a n\u011bkolikr\u00e1t jsem se setkal s fale\u0161n\u00fdmi pozitivn\u00edmi v\u00fdsledky. DrWeb u\u017e odebral m\u016fj FastStone image viewer, proto\u017ee pova\u017eoval hromadn\u00e9 zpracov\u00e1n\u00ed obr\u00e1zk\u016f za pr\u00e1ci \"\u0161ifrov\u00e1n\u00ed\". A je\u0161t\u011b d\u0159\u00edve DrWeb odebral m\u016fj Steam.exe. Celkov\u011b, nikdy se mi to nestalo, a te\u010f znovu. <\/p>\n

Antivirus po\u017e\u00e1dal o restart. Nic nenasv\u011bd\u010dovalo. Restartoval jsem a uvid\u011bl zpr\u00e1vu, \u017ee DrWeb objevil a odstranil n\u00e1sleduj\u00edc\u00ed \u0161kodliv\u00e9 objekty: bcom.dll z adres\u00e1\u0159e Samsung Magician, v Program Files. P\u0159\u00ed\u010dinou byla hrozba Trojan.MonsterInstall.8 <\/p>\n

\"CJM
\n
\nCo jsem d\u011blal n\u00e1sledn\u011b, je zachyceno na t\u00e9to map\u011b u\u017eivatelsk\u00e9ho z\u00e1\u017eitku:
\n\"CJM
\nVelk\u00e1 mapa<\/a><\/noindex><\/p>\n

N\u011bkolik screenshot\u016f, abyste pochopili rozsah probl\u00e9mu:
\n\"CJM
\n
\nAby bylo mo\u017en\u00e9 vyu\u017e\u00edt \"Podporu\", je t\u0159eba v\u011bd\u011bt, \u017ee je poskytov\u00e1na prost\u0159ednictv\u00edm webu DrWEB. Pamatuji si, \u017ee mi to minule dalo velk\u00e9 \u00fasil\u00ed naj\u00edt. A co m\u00e1 d\u011blat u\u017eivatel, kter\u00fd takov\u00e9 zku\u0161enosti nem\u00e1?
\n\"CJM
\n
\nV podstat\u011b, v\u0161echna tato omezen\u00ed t\u00fdkaj\u00edc\u00ed se kontaktu s technickou podporou jsou zam\u011b\u0159ena na minimalizaci dotaz\u016f. Vid\u00edte, kolik \u00fakon\u016f mus\u00edte jako u\u017eivatel ud\u011blat, abyste vy\u0159e\u0161ili probl\u00e9m?<\/p>\n

\"CJM
\n
\nMobiln\u00ed oper\u00e1to\u0159i postupuj\u00ed stejn\u011b, zav\u00e1d\u011bj\u00ed hlasov\u00e9 menu (IVR) p\u0159i kontaktu se z\u00e1kaznick\u00fdm servisem. To minimalizuje zat\u00ed\u017een\u00ed kontaktn\u00edho centra, proto\u017ee mnoz\u00ed u\u017eivatel\u00e9 ne\u010dekaj\u00ed na odpov\u011b\u010f nebo se nevyrovnaj\u00ed s hlasov\u00fdm menu a \u0159e\u0161\u00ed sv\u016fj probl\u00e9m jinak, nap\u0159\u00edklad prost\u0159ednictv\u00edm webov\u00fdch str\u00e1nek.<\/p>\n

Ale u DrWEB je to JEDIN\u00dd kan\u00e1l podpory. Nemohu svou ot\u00e1zku t\u00fdkaj\u00edc\u00ed se fale\u0161n\u00e9ho poplachu vy\u0159e\u0161it jin\u00fdmi kan\u00e1ly.<\/p>\n

Co by se dalo zlep\u0161it?<\/b><\/p>\n

\"CJM
\nVelk\u00e1 mapa<\/a><\/noindex><\/p>\n

Ch\u00e1pu, \u017ee zlep\u0161en\u00ed u\u017eivatelsk\u00e9 zku\u0161enosti p\u0159i kontaktu s technickou podporou m\u016f\u017ee b\u00fdt n\u00e1kladn\u00e9. Ale alespo\u0148 by se daly odstranit captchy, automatizovat odes\u00edl\u00e1n\u00ed zpr\u00e1v a soubor\u016f k anal\u00fdze a zajistit bezprobl\u00e9movou autorizaci na port\u00e1lu z aplikace. Pomoc u\u017eivatel\u016fm v obt\u00ed\u017en\u00e9 situaci ovliv\u0148uje loajalitu.<\/p>\n

Zdroj: habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"

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