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GNC Leverages Verint Experience Management to Provide Digital Customer Experience #contactcenterworld 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 spike in demand for health and wellness products, especially those that boosted immunity, when the pandemic took hold in the spring of 2020. Similar to most retailers at the time, GNC’s store traffic declined while digital orders spiked—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 experiences. "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." "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," says Verint’s Kevin Daly, global vice president and general manager, experience management. "Having data to guide critical business decisions will help GNC continue to strengthen its reputation for exceptional one-on-one service." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Monday, May 10, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |