Competitive Analysis

In the Brazilian market, the main competitors of Nespresso coffee makers are Três Corações, Oster, Dolce Gusto, and De’Longhi. I visited each of their support pages to analyze how they compare to Nespresso’s customer support.

Três Corações

  • All the information is on a single page.
  • It allows faster interaction with the user seeking to solve problems with his coffee machine.
  • It implements a DIY approach, showing on the top the information that can help the user to solve the problem by itself.
  • It keeps the same look and feel as the rest of the site.
  • All the manuals and the videos are in Portuguese.
  • The only information separated by the machine model is the quick manual.
  • There isn’t a way to see the title of the videos without clicking on each one.


  • Confusing support page.
  • The videos are in English, and the manuals have several languages.
  • On the bottom is the DIY info, with the FAQ search bar and icons for FAQ, Technical Assistance, Contact US and Manuals again.
  • The icons are different from the ones presented at the top. As a whole, the page has problems with small fonts and a bad layout and information structure.

Dolce Gusto

  • The Dolce Gusto page presents the coffee maker models with pictures in a grid.
  • When the user selects a model they go to the coffee maker page which has the manual, warranty and FAQ options.
  • The manuals are in Portuguese.
  • They have an area at the bottom of the page that gives access to several customer channel options.
  • The page uses a small font size.
  • It maintains visual consistency with the rest of the site.
  • The warranty and support are provided by another company, which manufactures the coffee maker, which hurts the consistency of the experience.


  • It has a simple approach similar to Três Corações.
  • It puts first the chat contact channel, the FAQ and Technical Assistance, and last the phone info.
  • The look and feel keep with the rest of the site.
  • Has fonts with an appropriate size.