When ‘objective’ past customers give reviews and recommendations, their opinions are heavily weighted and can drive new customer acquisition and retention. Gartner estimates that by 2022, 90% of customers will seek issue resolution from individuals outside of the company, mainly using generic how-to user guides created by freelance customer service experts.
Optimize the cost to serve customers
Staffing is the highest operational cost in any contact center. Tapping into the gig economy allows businesses to eliminate the wastage common in the standard customer service operating model. Hiring freelance customer service agencts who work from home enables contact centers to save resources in physical office space, overhead fees, recruitment costs, employee benefits, and training costs. GigCX also allows organizations access to experts who may be too high-priced to maintain on regular staff. In some cases, successful GigCX models have proven to reduce the cost-to-serve by 50%.
Provide follow-the-Sun coverage
With customers increasingly expecting service on-demand, traditional 9-to-5 contact centers cannot possibly meet this need. A gig workforce located in every corner of the world can cover customer service requests 24/7. Even local customer service agents can fill the gaps, as people may choose the gig way of working because they prefer to be on-call off-hours or weekends.
Promote diversity in company culture
The importance of diversity and inclusion in the workplace has been increasingly recognized and embraced of late. 60% of CX leaders interviewed stated their top reason for leveraging a gig model was the need to source talent aligned to company values and culture. The GigCX model enables companies to advance diversity as a strategy and ensure the representation of diverse talent by recruiting experts based only on their skills.
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