‘Digital Triage System’ Addresses Customer Engagement Challenges During the Pandemic and Beyond
MELVILLE, N.Y., May 6, 2021 — Verint® (NASDAQ: VRNT), the Customer Engagement Company™, announced today 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 Experience Management captures actionable and diagnostic digital experience data to drive improvements across the organization. It enables organizations to gain a deeper understanding of customer and employee sentiment and behaviors to unlock hidden opportunities. The solution equipped GNC with improved customer data collected via digital feedback sources and combined with data in its CRM platform. GNC’s ecommerce group was able to form a digital triage team, empowered with vital insights into customer experience related to its website. Improved find-and-fix processes helped fulfillment teams handle surging online orders, keep up with high demand and overcome pandemic-related shipping and contact center challenges.
“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.”
For more information, visit Verint Experience Management.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement™ to help customers close the engagement capacity gap.
Verint. The Customer Engagement Company™. Learn more at Verint.com.
*GNC invested in Verint solutions in January 2020.
GNC is a leading global health and wellness brand that provides high quality science-based products and solutions consumers need to live mighty, live fit and live well.
The brand touches consumers worldwide by providing its products and services through company-owned retail locations, domestic and international franchise locations, digital commerce and strong wholesale and retail partnerships across the globe. GNC’s diversified, multi-channel business model has worldwide reach and a well-recognized, trusted brand. By combining exceptional innovation, product development capabilities and an extensive global distribution network, GNC manages a best in class product portfolio.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2021, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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