Case Study: GNC automates 35% of inbound calls with Flip

GNC automates 35% of inbound calls with Flip

GNC, a global health and wellness retailer with over 6,000 locations, faced a challenge with its legacy phone system. The outdated IVR was frustrating customers by routing them incorrectly and requiring patience to reach the right agent. The company partnered with vendor Flip to automate its customer service calls and improve the overall brand experience.

Flip implemented an AI-powered voice solution that automated routine inquiries like order status and product availability. This freed GNC's agents to handle more complex calls. The partnership focused on constant calibration and performance reviews. As a result, Flip now handles 35% of all inbound calls automatically, a significant increase from the previous 20%, allowing agents to focus on high-value customer conversations.

GNC