Topper: 5 years of social media and customer experience
For five years we ran social media customer experience for Topper, a leading footwear brand in Latin America, with a tone that reflects the brand’s values.
Improve customer experience
Topper, one of the leading footwear brands in its region by market share, wanted its social media conversations to reflect the brand’s values of inclusiveness, closeness and energy across Latin America.
The agency's contribution
For five years ConTesta managed Topper’s social media customer experience: the response guidelines, day-to-day community management and reporting.
What was delivered
Challenge
A brand with a large, active audience gets thousands of questions and comments. Topper needed every answer to sound like the brand, inclusive and close, while still resolving each case quickly.
Solution
We wrote a Q&A and response guide built on Topper’s brand values, then applied it every day across its social channels. The team handled questions, comments and complaints, and reported regularly on what customers were saying.
Results
A five-year relationship in which Topper kept a consistent brand voice in its social media and a clear view of its customers’ feedback across the region.
Project Details
5 years
