COVID accelerates demand for gig-driven buyer assist fashions

COVID accelerates demand for gig-driven buyer assist fashions

Report by GigCX platform supplier Limitless exhibits customer support has helped complement ‘gigger’ revenue and had a constructive influence on psychological wellbeing, throughout COVID

London, UK; San Francisco, USA. 13 April 2021: At the moment Limitless launched annual trade report ‘GigCX goes mainstream’, with headline knowledge revealing that 47% of these doing gig customer support roles in the present day had misplaced full time employment or had hours minimize attributable to COVID-19. Moreover, 46% of these surveyed grew to become GigCX Specialists over the previous yr attributable to causes related to the pandemic.

Report Infographic

‘GigCX,’ is the time period used for the pool of gig skilled expertise, made up of manufacturers’ personal prospects, that may present on-demand customer support. AI-driven gig customer support platform Limitless polled over 600 gig customer support Specialists, 85% of which stated gig exercise had additionally had a constructive influence on their psychological wellbeing. The survey additionally polled 15 customer support leaders from recognized manufacturers, 40% of which reported rising flexibility and the power to deal with demand volatility as the largest motivator for manufacturers shifting to GigCX in 2021, with lowering prices and rising high quality joint second (33%).

This pattern is about to proceed with 90% of these manufacturers surveyed believing that over 20% of the proportion of their customer support may very well be dealt with by GigCX in 2025. The identical proportion stated that it had met or exceeded their expectations.

Choose GigCX platforms like Limitless supply ‘crowdsourced’ buyer assist, routing customer support enquiries securely to educated GigCX ‘Specialists’ who’re assisted by AI to reply buyer queries. As prospects of the manufacturers, Specialists are in a position to resolve all kinds of product and service-related assist tickets. The gig customer support mannequin is already in widespread use at corporations reminiscent of Microsoft, eBay, Unilever, Solar Basket and Zwift. Likewise, buyer expertise leaders reminiscent of Genesys are supporting the potential of GigCX, having not too long ago invested and partnered with Limitless to mix contact centre capabilities.

The survey additionally discovered that 80% of manufacturers positioned emphasis on the advantage of enhancing customer-centricity by enabling their prospects to ship superb customer support on behalf of their model. In the meantime, 55% of these doing GigCX say that the highest motivation is ‘flexibility to work by myself schedule.’ 44% declare to ‘benefit from the satisfaction it brings when serving to others.’

“This yr has been difficult for manufacturers to service large peaks in demand, but additionally for customers who’ve suffered volatility of their working lives,” stated Megan Neale, co-founder of Limitless. “We’re seeing a few of the most loyal model customers transition to gig Skilled roles to assist fellow prospects have interaction with a few of their favorite merchandise. For each buyer and gig Skilled, GigCX is really coming to the fore as a longtime mannequin that gives an agile and versatile strategy to have interaction authentically, and because the knowledge exhibits, one that’s set to proceed into 2021 and past.”

Microsoft has a seasoned GigCX useful resource pool that lives amongst its different customer support channels. Mike Flannagan, Vice President, explains the human, user-centric good thing about GigCX: “That means to attach people who find themselves not solely specialists in one thing, however passionate and skilled followers of it – that may be a actual shopper model profit. It’s a chance for us to seek out the fitting locations the place we have now actually passionate advocates and to faucet into that to be sure that our prospects really feel like that person who’s supporting them actually, actually will get it and loves the product.”

The broader findings of the Limitless report assist a rising recognition on this space of GigCX. Ninety-six per cent of these surveyed deliberate to proceed within the subsequent 12 months, and 9 in 10 believed GigCX will turn into extra commonplace sooner or later. The vast majority of respondents had improved transferable abilities reminiscent of drawback fixing and time administration via GigCX during the last 12 months that can assist them to carry out a greater diversity of gig duties sooner or later.

About Limitless
Limitless is a gig customer support (GigCX) platform, combining crowdsourcing and AI to assist international companies handle their largest customer support challenges – rising prices, rising attrition, variability in demand and the necessity for variety. Manufacturers like Microsoft, Unilever, Every day Mail Group, Sage and eBay are utilizing Limitless’ SmartCrowd™ expertise to attach with their most engaged prospects and reward them for offering on-demand customer support that may flex according to demand.

As a pioneer in GoodGig™ practices, Limitless is among the world’s first international tech platforms to introduce localised platform phrases to guard the rights of its customers gigging. Named a Rising Star at Deloitte’s Expertise Quick 50 programme and backed by Redline Capital, Genesys, Unilever Ventures, AlbionVC and Downing Ventures, Limitless is empowering individuals worldwide to earn cash for offering sensible customer support for the manufacturers they love.

Media enquiries:
UK: Maddie Armour-Chelu: [email protected]
US: Jennifer Reid: [email protected]

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