Melville, NY, USA, May, 2021 -- Verint(R) (NASDAQ: VRNT), a Customer Engagement Company™, announced that global wellness brand GNC is leveraging Verint Experience Management as an investment in its omnichannel strategy to provide consumers with the ultimate shopping experience.
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."
Posted by Veronica Silva Cusi, news correspondent
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Published: Monday, May 10, 2021
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.