Vitamin World Expands Omnichannel

Challenges

Vitamin World is a global retailer of vitamins and nutritional supplements that offers a rich catalog of products to customers through an omnichannel experience. They were dissatisfied with their former call center vendor, who had failed to maintain quality and service levels, which was impacting their brand image. The vendor also had limited experience with omnichannel, digital marketing, and eCommerce solutions.

Vitamin World’s global customer base was expanding, which had increased online and phone support workloads. They were looking for a new partner that focused on a winning customer experience, effective re-engagement and complete customer satisfaction. They aimed to seamlessly transition to a new call center in 60 days.

Solution

Visionet used its comprehensive technology and Contact Center capabilities to provide a complete omnichannel solution for Vitamin World. We completely revamped their website, including a robust eCommerce solution integrated with billing and logistics. We implemented an omnichannel order management solution that used Microsoft Dynamics CRM to link all retail, online, and phone orders in one place, enhancing their customer experience. This omnichannel solution gave Vitamin World the agility they need to address customer expectations without increasing complexity or overhead.

Visionet’s contact center team worked with Vitamin World’s back-office team to resolve customer issues, which made a huge difference in customer engagement and satisfaction. Visionet’s contact center services include phone, social media, chat, and email support, product information, complaint management and resolution, fraud prevention, order entry, order fulfillment, and more.