Logitech: Leader in Innovative Digital Experiences
Founded in 1981 and headquartered in Lausanne, Switzerland, Logitech is a global leader in personal peripherals and software. To connect with users and drive product development, Logitech launched a community platform for users to share feedback, join discussions, and shape the future of its innovative digital experiences.
Key Components of
This Community
Logitech's challenges in their customer community
Logitech faced significant challenges with their customer support system, leading them to switch to Bettermode.com as their knowledge base platform. Their primary goal was to create a centralized, easily accessible information repository for their users.
- Support Ticket Overload: High volume of repetitive customer inquiries overwhelmed their support team, necessitating a self-service solution
- Fragmented Documentation: Product information and troubleshooting guides were scattered across multiple platforms, making it difficult for customers to find answers
- Limited Self-Service Options: Customers had to rely heavily on old communication ways for basic troubleshooting
- Resource Management: Support team spent excessive time answering common questions instead of handling complex issues
- User Experience: Customers struggled to find relevant information quickly, leading to frustration and increased support calls
How Bettermode Made It Better
Logitech transformed their customer support approach by implementing Bettermode's knowledge base platform, creating a comprehensive self-service solution that addresses their global customer needs. The platform's strategic implementation has resulted in more efficient customer support operations, with users finding solutions faster through an organized, searchable interface - a move that perfectly aligns with modern customer service trends where users increasingly prefer immediate, self-service access to product-related answers.
Platform Impact
The Product Hub now serves as a centralized knowledge repository with several key improvements:
- Multilingual Support: Content is available in 10 languages, ensuring global accessibility for Logitech's diverse customer base
- 24/7 Availability: Users can access product information and troubleshooting guides at any time, reducing dependency on support team availability
- Streamlined Support: The knowledge base significantly reduced support ticket volume by providing immediate access to product documentation and solutions
- Resource Optimization: Support teams can focus on complex issues while routine queries are handled through self-service options
Story snapshot
About
Logitech
- Where global IT teams find and share smart ways to keep video collaboration running smoothly.
Community Goals
- Cut down problem-solving time
- Build a living knowledge base
- Connect global IT experts
- Share proven solutions
Approach
- Created easy help guides
- Built expert networks & article system
- Made sharing simple
- Enabled peer support networks
Results
- Faster issue resolution
- Growing solution database
- Better team collaboration
- Increased user satisfaction
- Streamlined support process
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