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GNC relies on Verint to provide exceptional digital CX

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Global wellness brand GNC is leveraging Verint Experience Management to advance its omnichannel strategy. With more than 3,000 locations in the U.S. and Canada, GNC prides itself on meeting the growing and fast-changing needs of its customers. The company experienced a sharp spike in demand for health and wellness products?especially those that boosted immunity—when the pandemic took hold in the spring of 2020. GNC’s store traffic declined while digital orders rose—all while the company had to transition its contact center agents to a work-from-home model. GNC’s ecommerce team was challenged with order fulfillment while continuing to provide exceptional customer experience.

Verint helps brands—including more than 85 of the Fortune 100 companies—build enduring customer relationships by connecting work, data and experiences across the enterprise. Verint Experience Management captures actionable and diagnostic digital experience data to drive improvements across the organization. It enables organizations to gain a deeper understanding of customer and employee sentiment and behaviors to unlock hidden opportunities. The solution equipped GNC with improved customer data collected via digital feedback sources and combined with data in its CRM platform.

“Verint’s Experience Management solution has helped us continue to serve our valued customers during a time when they relied on us to provide the health and wellness products they needed,” said Chadwick Hamby, vice president of ecommerce operations and solutions, GNC. “The solution enabled our ecommerce team to implement an effective, accurate, real-time digital triage system that has been invaluable in identifying customer service issues related to online credit card payments, product issues, the effectiveness of promotions, and more. This visibility across the organization at every level—tactical, operational and strategic—has enabled GNC to save sales and make a positive impact on the customer experience, which is our top priority.”

GNC’s ecommerce group was able to form a digital triage team, empowered with vital insights into customer experience related to its website. Improved find-and-fix processes helped fulfillment teams handle surging online orders, keep up with high demand and overcome pandemic-related shipping and contact center challenges.

“Verint’s proven technology has been a game-changer for many organizations to provide the necessary insights to help them make positive changes across the customer experience during the COVID-19 pandemic and beyond,” added Kevin Daly, global vice president and general manager, experience management, Verint. “Having data to guide critical business decisions will help GNC continue to strengthen its reputation for exceptional one-on-one service.” 

For more information, go to www.gnc.com and www.verint.com/engagement.

Image courtesy of GNC.

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