GNC has over 3,000 locations across the United States and Canada. In 2020, the company said it experienced an increase in demand for health and wellness products. The physical store traffic declined, but the online orders spiked. It was difficult for GNC to fulfill all of its customers’ needs because the company had to transition to a work-from-home model.
“Verint’s Experience Management 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,” Chadwick Hamby, VP of eCommerce operations and solutions at GNC, said in a press release. “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.”
Verint Experience Management could capture digital experience data to help improve the company. Organizations could gain “a deeper understanding of customer, employee sentiment and behaviors to unlock hidden opportunities.”
“Having data to guide critical business decisions will help GNC continue to strengthen its reputation for exceptional one-on-one service,” said Kevin Daly, Verint’s global vice president and XM general manager.
About Verint Systems Inc.
Headquartered in Melvill, New York, Verint has over 40 offices worldwide. It helps “the world’s most iconic brands build enduring relationships by connecting work, data and experiences across the enterprise,” according to its website. Those brands include more than 85 Fortune 100 companies.
GNC is a global health and wellness brand. Headquartered in Harbin, China and Pittsburgh, Pennsylvania, the brand provides upscale products to customers all over the world.