In addition, multilingual support requests were once handled with generic translation tools, which were unable to accurately translate technical jargon. Often these agents lacked the expertise and technical knowledge to fulfill complex customer inquiries, which would escalate these incidents to regional account managers. In the past, Logitech’s team of generalist support agents would field these requests across 24 languages. With remote and hybrid work on the rise in 2020, the volume of technical inquiries only increased. They might approach the support team with questions about bespoke lighting or custom mouse settings down to a thousandth of a DPI, for instance. Logitech customers are often hobbyists or professionals inquiring into highly customized equipment.
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