Topper
Topper
Topper, a leading footwear brand in the region by market share, sought to improve its Customer Experience (CX) strategy. They aimed to reflect the brand's values, such as inclusivity, approachability, and dynamism, through effective interaction with their customers in Latin America.
Tasks performed:
Development of a Q&A questionnaire to reflect the brand's values.
Development and execution of an inclusive, approachable, and dynamic CX strategy. Management of inquiries, complaints, comments, and messages on Meta, YouTube, Instagram, and X for Latin America.
Benefits achieved:
Improved customer experience by reflecting the brand's values in the interaction.
Greater efficiency in managing inquiries and complaints, which contributed to a better brand reputation.
Increased customer satisfaction by providing timely and personalized responses across different platforms.
Operational Optimization:
We implemented tools and metrics to evaluate the quality and efficiency of interactions, allowing for real-time adjustments and ensuring customer satisfaction. Improved Customer Experience
Key KPIs:
30% reduction in average response time.
20% increase in overall satisfaction based on post-interaction surveys.
Strengthening Brand Reputation:
Personalized and consistent interactions solidified Topper's position as a trusted and approachable brand in key Latin American markets.
Increased Operational Efficiency:
Simultaneous management of thousands of monthly interactions, with effective resolution of 90% of cases on the first contact.
Multichannel Impact: Unification of the customer service strategy across different digital platforms, reaching over 1 million interactions managed in the first year.
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