Case Study: Logitech achieves higher customer satisfaction and lower support costs with TTEC

Logitech - Customer Case Study

Logitech, the global technology manufacturer, was struggling with a fragmented customer experience across regions and vendors. With customer contacts handled by 14 different vendors in more than 20 locations worldwide, costs were rising while service quality and customer satisfaction were not improving. Logitech turned to TTEC to better understand regional customer needs and identify the biggest service issues.

TTEC implemented a unified customer experience strategy that included customer surveys, a centralized knowledge base, improved scripting, and a “red flag, white glove” escalation process, along with a stronger Social Relationship Management approach. These changes helped Logitech respond to customer feedback more effectively and improve both service and efficiency, leading to NPS gains of 70% in the Americas and 215% in Asia Pacific, while reducing average handle times by 25%.

Logitech