Case Study: Logitech achieves scalable multilingual support and faster response times with Unbabel

Logitech masters 300% ticket volume increase with Unbabel

Logitech needed to handle a massive surge in technical customer support requests during the pandemic, including a 300% jump in ticket volume, while supporting 24 languages and maintaining service quality. In partnership with Unbabel, Logitech had already built a multilingual support setup that integrated with Zendesk and helped reduce language barriers for its global CX team.

Unbabel helped Logitech combine specialized technical agents with AI-powered translation, allowing the company to shift to a more efficient support model and scale quickly without raising spend. As a result, Logitech increased staffing by 45% while keeping costs flat, cut ticket response times to 12 hours from 48, raised NPS by 58 points, and cleared its backlog in under three months.

Logitech

Adriana Vazquez

Head of CX, Core Operations