Facebook and YouTube are Nescafé’s channels for customer service. The current technology is very important for business; social media connects consumers with producers. Connecting directly with customers helps Nescafé to answer questions and listen to customer's problems for develop a better product and customer support. Of course, there are still service hotlines and personal consultants in Nescafé shops, where customers get fast and direct information.
To execute campaigns and promotions each season, such as the Valentine’s day special edition, New Year and execute campaigns about family for shows that the Nescafe attention to relationships and feelings of customers in each group. In addition, Nescafe has customer service and distribution channels which are easily reachable places in convenience stores near the homes of customers.