Good working conditions are important: good pay, a nice office chair and of course a solid cup of coffee. And if there's one thing they know how to do at Nespresso, it's how to make the perfect cup of coffee. To help B2B customers get the same result with their machine at the office, Nespresso uses interactive instruction videos. Customers get instructions on how to properly use the machine on a daily basis and what to do in case of a malfunction.
On the Nespresso website, customers choose the machine that's in their office. Based on their choice, they get an interactive video that explains how the machine works, how it can be maintained and what to do in case of an error. The videos are available in multiple countries and languages, thanks to the use of audio tracks and subtitles.
"With interactive video, customers choose their own path through the content, which gives us the opportunity to measure all the steps they're taking. The interactivity also helps customers get through their machine maintenance or with solving an unexpected error. Since the launch of the interactive videos, we have seen a significant increase in the use of our videos and in the number of customers served. This means our customers can continue to enjoy their delicious coffee. Blue Billywig offers us the right tools for this."
- Nick van der Kolm - Customer Experience Manager B2B
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