'GigCX,' is the term used for the pool of gig expert talent, made up of brands' own customers, that can provide on-demand customer service. AI-driven gig customer service platform Limitless polled over 600 gig customer service Experts, 85% of which said gig activity had also had a positive impact on their mental wellbeing. The survey also polled 15 customer service leaders from known brands, 40% of which reported increasing flexibility and the ability to handle demand volatility as the biggest motivator for brands moving to GigCX in 2021, with reducing costs and increasing quality joint second (33%).
This trend is set to continue with 90% of those brands surveyed believing that over 20% of the proportion of their customer service could be handled by GigCX in 2025. The same percentage said that it had met or exceeded their expectations.
Select GigCX platforms like Limitless offer 'crowdsourced' customer support, routing customer service enquiries securely to knowledgeable GigCX 'Experts' who are assisted by AI to answer customer queries. As customers of the brands, Experts are able to resolve a wide variety of product and service-related support tickets. The gig customer service model is already in widespread use at companies such as Microsoft, eBay,
The survey also found that 80% of brands placed emphasis on the benefit of improving customer-centricity by enabling their customers to deliver amazing customer service on behalf of their brand. Meanwhile, 55% of those doing GigCX say that the top motivation is 'flexibility to work on my own schedule.' 44% claim to 'enjoy the satisfaction it brings when helping others.'
"This year has been challenging for brands to service huge peaks in demand, but also for consumers who have suffered volatility in their working lives," said
Microsoft has a seasoned GigCX resource pool that lives amongst its other customer service channels.
The wider findings of the Limitless report support a growing popularity in this area of GigCX. Ninety-six per cent of those surveyed planned to continue in the next 12 months, and 9 in 10 believed GigCX will become more commonplace in the future. The majority of respondents had improved transferable skills such as problem solving and time management through GigCX over the last 12 months that will help them to perform a wider variety of gig tasks in the future.
About Limitless
Limitless is a gig customer service (GigCX) platform, combining crowdsourcing and AI to help global businesses address their biggest customer service challenges - rising costs, increasing attrition, variability in demand and the need for diversity. Brands like Microsoft,
As a pioneer in GoodGig(TM) practices, Limitless is one of the world's first global tech platforms to introduce localised platform terms to protect the rights of its users gigging. Named a
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Source: RealWire
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