Customer Support 2.0

Coffee lovers love Nespresso — not only their wide assortment of delicious blends, but the sleek high-tech machines that brew them. Their flagship, the Vertuo Next, is a smart brewer that is controlled by the user's mobile device. But with all those options driven by a mobile UI, the Vertuo Next would need a support experience that was as simple and elegant as their machine. We knew manuals, PDF's and a support line would not endear sophisticated users to their new premium product. So we created an interactive, self-guided tutorial that is served on the Nespresso website, as well as within the Nespresso app itself. This instantly solved the two most pressing issues new users have, leaving the tired old FAQ model in the past. The result? Now customers can brew their first cup faster, while the teams at the support center take a much needed coffee break. Cheers!