Customer Success: GNC (PTT migration)

How GNC harnesses visual and text UGC with Emplifi

“Emplifi's platform is definitely the best in its class in terms of functionality." — Alison Schmitz, Product Manager, Ecommerce, at GNC

Health and nutrition retailer GNC boasts a variety of diverse products from hundreds of unique brands created to improve the wellness of its consumers.

While GNC recognized the value of reviews in building social proof and purchase confidence, the team was searching for an additional way to showcase its avid online community. To reach this goal while also tackling syndication, Community Q&A, and more, GNC selected Emplifi.

Seamlessly integrating reviews and social UGC

Adopting Emplifi for Social UGC collection and curation was a fast and simple solution, as passionate fans were already sharing content on Instagram and other social channels.

"There was a lot of interest in closing the loop between social and eCommerce, so we thought the Social UGC side of the platform was an easy opportunity to get more customer proof beyond ratings and reviews."

GNC launched a dedicated social gallery alongside other on-site displays featuring customer UGC, with individual content pieces made shoppable through Emplifi’s product tagging capability. Customers who interacted with Emplifi-powered UGC were 200% more likely to return to GNC’s site.

Utilizing the full Ratings & Reviews suite

In addition to GNC’s owned brands, the company stocks a wide range of health-related products from third-party brands like Alani Nu and GHOST.

Emplifi’s ratings and reviews solution allows the GNC team to automatically showcase reviews from vendor websites on GNC’s own product pages. GNC boosted overall review coverage with Emplifi, harnessing over 130,000 native reviews and 145,000 syndicated reviews.

"We’ve onboarded quite a few vendors via syndication and it's wonderful that I only have to make the connection with the vendor and the Emplifi team handle the rest."

Beyond syndication and traditional reviews, GNC also uses Emplifi’s other customer feedback tools like Community Q&A and Checkout Comments™ to ensure the team is addressing both positive and negative comments from customers and continuously building a better online experience.

"Using the Q&A feature, we have uncovered opportunities to provide better, more consistent, and timely answers for our customers."

High platform and service quality

GNC consistently uses the platform to showcase customer sentiment across the retailer's impactful marketing channels, and has increased overall content collected by 57% via Emplifi.

Describing Emplifi as "best-in-class" for Social UGC and Ratings & Reviews, the team also values Emplifi’s dedication to their success.

"Emplifi’s team is so great. They're super easy to work with, and they keep us on our toes, making sure that we continue to push the dial and are up-to-date with the platform."

As GNC continues to grow and optimize the ways customers can connect, Emplifi remains crucial to the retailer's community-driven initiatives.

Algunos de nuestros premios

MarTech Breakthrough Awards 2023 - Emplifi (Influencer Marketing Innovation Award)
Emplifi -  AI Breakthrough Awards 2023 - Best Text Generative AI Solution
CUSTOMER Contact Center Technology Award 2023
TrustRadius Top Rated 2024 Badge
G2 Badge: Leader Enterprise Spring 2024
Logo - G2: Highest User Adoption (Spring 2024)
Logo - G2: Easiest Admin Mid-Market (Spring 2024)
Logo - G2: Enterprise Leader EMEA (Spring 2024)
Award - G2: Users Love Us