GNC’s mission is to motivate and inspire people to live well – and to deliver cutting-edge, efficacious ingredients and products to support that. The company was founded in 1935 in Pittsburgh, Pennsylvania by David Shakarian. And, with well over 9,000 stores world-wide, it’s since become a global leader in the health and wellness industry.
PAIN POINT THEY WERE TRYING TO SOLVE:
When GNC implemented Flip, Covid was hitting hard. The company needed automation – solid solutions that could be quickly easily implemented.
“Prior to having Flip on any phone service that we had, it was kind of like a tree – like 1980s set up of an IVR. You could press any button – people would get so mad and just press whatever and end up obviously in the wrong spot. Now, it’s streamlined. We don’t have that gap anymore. We don’t have that complaint anymore. We don’t have any complaints on our phone at all. So, that’s one of the biggest changes we’ve taken away from this.”– Caitlin Saine, Systems Administrator
Once Flip was put to work, GNC rapidly saw a significant drop in calls to their agents – with around 20% of their volume going to Flip CX. Since then, that number has grown to 50% for their team.
REAL NUMBERS AND GROWTH WITH FLIP:
“Flip has come a long way since we initially started, and from what the initial ask was. And that’s another surprise that we didn’t know would happen – that we could advance so much with automation… With all these automation intents—even just greeting the customer correctly, in the friendly voice that we have—it’s really now tailored to us, where this customer experience has formed correctly. So that they get this smooth operator at the beginning, and then they just go right to the help if they need it.”– Caitlin Saine, Systems Administrator