Case Study: Coffee Machine Company cuts product pickups and boosts customer satisfaction with TechSee

Coffee machine company slashed pickup and NTF rates, while boosting customer and employee satisfaction

A global leader in premium capsule coffee makers was facing significant expenses from a high volume of product returns, known as pickups, many of which were classified as "no trouble found" (NTF). To address this challenge, the company partnered with TechSee to explore the potential of its visual assistance solution.

Using TechSee's visual engagement platform and AR tools, customer care advisers were able to view customers' machines via smartphone cameras and guide them through precise troubleshooting steps. The solution yielded impressive results, including a 54% reduction in product pickups, an 18% fall in NTF returns, and a 71% improvement in NPS. TechSee also helped the company achieve millions in annual savings while dramatically boosting both customer and employee satisfaction.