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Freelance support services redefine customer support

In light of evolving customer expectations and purchasing patterns, companies are devising distinctive strategies and solutions for improving customer experiences. An emerging trend in the customer service space is freelance customer support. It is changing the way organizations operate and engage their customers, by creating manageable, customer-oriented, and inexpensive solutions. A report on the gig workforce in India estimated that in 2020–21, 77 lakh (7.7 million) workers were engaged in the gig economy as freelance customer support professionals. They constituted 2.6% of the non-agricultural workforce or 1.5% of the total workforce in India. This workforce is expected to expand to 2.35 crore (23.5 million) workers by 2029–30. The gig economy, characterized by freelance, independent workers, short-term, or OnDemand customer support, has gained significance in recent years. This trend has spread to customer support as well, as various companies employ people on a contractual basis to address customers’ concerns, provide technical assistance, and address services’ other needs.

Advantages of freelance support services

  • Flexibility: Freelance support services enable the firm to manage flexibility in the number of consumers frequently requiring customer service. The gig model helps businesses to scale the level of support up or down, based on seasonal or peak demand fluctuations.
  • Cost-Effectiveness: By engaging freelance support services professionals via remote customer support to help customers, the overhead costs can be more easily managed. Companies need to pay only for the support services they utilize, especially in the case of outcome-based models, making it a cost-effective solution for managing customer inquiries.
  • Specialized expertise: Freelance support service experts can have diverse profiles since they offer different skills and exposure. This can be done by making the customer support department hire people with specialized skills in niche areas. This expertise can range from software products (like gaming or Microsoft products) to complex technical cases, thus elevating the efficiency of the customer care department.
  • 24/7 support: A prime example of 24/7 support is live chat customer support. It not only offers the flexibility of employing contract staffing in customer service but also empowers the company to offer consistent and proactive customer support at any time or location.

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Movate’s freelance support services are redefining support

Establishing successful freelance support services

To effectively implement freelance support services, businesses should consider the following strategies:

  • Efficient routing: Map processes to resource types, using gig-based experts for product-specific queries and traditional teams for CRM access. Shift from traditional to on-demand support as the gig ecosystem matures.
  • Quality talent sourcing: Source temporary staff in customer service from reliable platforms, alpha users, or community forums to ensure high-quality support. This approach facilitates quick assessment and faster onboarding with minimal training.
  • Incentivizing performance: Motivate gig workers through incentives like financial rewards for high CSAT scores and positive peer reviews to maintain performance and quality.
  • Leveraging technology: Utilize automation in onboarding, QA, and payments to integrate gig workers with traditional models, achieving a balance of stability and scalability.

The future of freelance support services

While the concept of freelance support services professionals is still relatively new to many industries and business models, it is quickly gaining popularity in many areas, including customer support systems. The use of AI/ML, automation, and enterprise-grade GenAI is helping businesses scale their operations to unprecedented levels. These part-time support services can be operated from various locations that have Movate delivery centers such as India, USA, Colombia, and Costa Rica, as these locations provide many advantages as far as skilled personnel and costs are concerned. Considering the flexibility, skills, and competitive pricing that gig workers have to offer, companies are likely to transform their customer support services to impart greater customer satisfaction. As customer support transitions to freelance support services, it signifies a new era in customer support.

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