Case Study: GNC improves digital customer experience and fulfillment with Verint Experience Management

GNC fixes checkout issues in 2 days with Verint

GNC, a global wellness brand, faced a significant challenge during the COVID-19 pandemic as store traffic declined and a sudden four-fold surge in online orders strained its digital customer experience and fulfillment processes. To address these issues, GNC utilized Verint's solutions, specifically Verint Experience Management, to gain insights into website performance and customer feedback.

By implementing Verint's platform, GNC integrated ecommerce feedback with its Salesforce instance, enabling a cross-functional triage team to quickly discover and remedy digital issues. This improved find-and-fix process helped fulfillment teams handle the surge in orders and overcome pandemic-related challenges. The solution saved weeks of sales by rapidly fixing a critical payment gateway error and provided the data to back decisions, resulting in a strengthened reputation for service and a clear positive impact on sales.

GNC