Following a successful pilot program, NoHold has won an expanded contract from Logitech. NoHold had initially provided support only for Logitech’s line of digital cameras. Now it will support the entire product line of mouses, trackballs, keyboards and interactive entertainment products.
“In less than four months after launching on our site, Instant Support handled just under 30,000 technical support questions and problems that normally would have gone to our telephone or email support agents," said Michael Doyle, Logitech director of customer support for the Americas. "It was an easy decision to expand Instant Support across the enterprise.”
It is estimated that an email support session costs nearly $10, and a telephone support session costs $33, whereas online self-help costs about a dollar. This means that NoHold saved Logitech a minimum of $290,000, assuming that each question or problem was diverted away from the less costly email support.
About noHold, Inc.
noHold is a privately-held company established in 1999 and headquartered in Milpitas, Calif., USA. It has sales offices in San Diego, Calif., and Washington, DC. Customers include AT&T Broadband, Cisco Systems, Logitech, and Aspect Communications.