Streamlining customer support through OnDemand CX services

July 11, 2024

Businesses are evolving at a very rapid pace, with the gig economy playing a major role. This indicates that a growing number of people are working for themselves as opposed to holding traditional jobs. One cool thing about this is how it’s changing customer service. Companies can now find talented people from all over the world to help customers. This means they can handle more customers at once and save money too. This model has gained much attention in recent times when businesses are trying to optimize their workforce to deliver highly excellent customer experiences. According to Statista, OnDemand CX services will emerge as the most important part of any modern business strategy in the next five years when the gig economy is estimated to cross a staggering value of $500 billion.

The evolution of customer support services

A few decades ago, customer support service underwent many changes: from call centers that used to be present during conventional times and worked on fixed hours to now, with OnDemand services, 24/7 customer support has become possible. The previous models of support were time-bound and geofenced; however, most of these hindrances have been overcome through technology. Technology, especially smart computers that learn, has changed how we handle customer questions. These super smart chatbots and virtual helpers can answer lots of questions at once, really fast. This means real people don’t have to deal with as many simple questions, so they can focus on helping customers with bigger problems.

The gig economy and customer support

The gig economy has seen exponential growth in recent years. According to Gartner research, half of all customer service contacts will be managed by AI or other OnDemand services by 2025. Clearly, there is a move towards flexible and scalable solutions. Indeed, this growth has had an oversized impact on many sectors, customer support included. Mainly brought in because the gig economy introduced a flexible workforce that could be scaled up or down depending on demand. Flexibility agreed particularly well with customer support, wherein demand may swing wildly in either direction. According to Forrester, businesses that turn their focus toward OnDemand customer experience services see an average increase of 25% in customer satisfaction and a 35% drop in support costs.

Challenges of ondemand customer support

Quality control: The quality of the products is becoming a big issue given that workers are scattered all over the place. Good quality assurance requires the companies to assess the performance of the organizations often and have feedback methods on the same.
Communication barriers: Communication barriers occur when managing a global and dispersed workforce. Communication equipment and systems are relevant in preventing any hindrance to the communication of the team members.
Data security and compliance: Processing and dealing with customer data is a huge responsibility. As employees work remotely, it challenges organizations to protect and secure data that is considered private or confidential. The data security measures, including encryption, access control, and security checkups, must be effectively put into practice. Adherence to industry-specific regulations (e.g., GDPR, CCPA) is crucial. Clear data handling policies and employee training can mitigate risks.

By leveraging technology and addressing challenges proactively, businesses can harness the full potential of OnDemand CX services to deliver exceptional customer experiences.

Advantages of ondemand customer support

Let’s look at some of the advantages:

Cost savings: Employing full-time workers or full-time traditional customer support agents may not be the ideal choice for every company. Overhead expenses, fixed salaries, benefits, and infrastructure-related costs are most likely fixed over a long tenure. However, OnDemand customer support professionals are paid for the hours, efforts, and outcomes that they deliver for a specific project, and hence proves to be an ideal choice. This flexibility proves helpful to businesses as they can plan their resource use, and in the long run, the cost incurred for the use of such resources proves affordable.
Scalability and flexibility: The work carried out through OnDemand customer support professionals is flexible concerning working hours. It can be adjusted based on the fluctuating volumes of customer support tickets or cases during peak and non-peak hours or seasons of the year. The flexibility of part-time support services ensures that companies are innovative in their operations and deal quickly with customer demand fluctuations in the market environment while delivering high levels of performance.
Access to global talent: Contract staffing in customer service does not confine itself to geographical locations, be it India, the Philippines, Colombia, or the USA, which have Movate delivery centers. This has made it easy for different businesses to reach a pool of workers from all around the world. This comes in handy, especially for startups, small businesses, or even manufacturing companies that experience inconsistently busy periods and therefore need an extra workforce from time to time to meet specific demands.
Innovation and fresh perspectives: Freelance workers, independent workers, or remote customer support staff are likely to be highly specialized in a particular set of skills, which may otherwise not be easily accessible within an establishment. For instance, gig customer support workers in the technology field are highly likely to bring niche skills and specialized technical knowledge in gaming and software products to support end consumers of those products. Hence, by accessing this talent pool, companies can accomplish missions that demand certain specialties without the need to permanently hire them.

Types of ondemand customer support services

Several companies are at the forefront of providing ondemand customer support services, leveraging innovative technologies and business models to deliver high-quality customer support. Companies offer different models. These include a proprietary model using gig workers, precision staffing, and AI to save clients 25–55% on gig-based customer experience operating expenses. Similarly, some organizations provide traditional contact centers with the added power of gig, allowing them to schedule agents and scale their workforce needs to ensure high performance that meets their service levels.

Outcome-based engagements and outcome-based are gaining increasing traction. Some partners offer freelance support services and a complex level of technical support. Today the market witnesses seamless live chat customer support thanks to the infusion of AI and GenAI to augment human support. Their pay-per-support service is popular due to its efficient and cost-effective nature, reducing support costs and enhancing operational efficiency.

The demand concept has brought a major change in the customer support service that business organizations use to provide for customers, as it is a cheaper means of providing such services. This means that as the influence of the gig economy rises further in developing countries, such as India, the Philippines, and Colombia, temporary staff in customer service will be in a central position to determine how customer service will transform shortly.

Scale your business with the best customer support: Movate’s OnDemand CX services. Get access to the finest talent worldwide to help your business reach new heights.

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FAQs

1. What sets OnDemand customer support apart from the common call centers?
A. They pointed to customer support ondemand services as being more like having a team of people who can assist when needed and not a set number of employees who have a schedule they must adhere to. It is as though you are ordering room service in a hotel; help arrives at the precise time you need it. Furthermore, freelance associates or OnDemand experts can be from anywhere in the world, so one can easily get people with expertise in various issues.

2. Is it a good idea to assign customer support to freelancers?
A. The nature of using freelancers appears to have this rather risky connotation, but it is something that goes well with many companies. The major suggestion in this situation is to attract good people and to have clear procedures. It’s somewhat like hiring a babysitter; you would want to check that they are competent and that they know what to do. Further, electronic aids can be effective in verifying results and getting customers’ feedback, which will ensure that everything progresses as planned.

3. Are there any precautions that I can take to ensure that my customers’ information is safe with OnDemand support?
A. Security of the customers’ data is extremely vital, no matter what type of enterprise you own. In cases of OnDemand support, one has to be very cautious. This can be in the form of passwords, encryption, and any other strict security measures one institutes on his or her device. Another factor that is also crucial here is to brief your freelancers about the rules governing data privacy, as well as ensure compliance.

4. What do I look for in OnDemand customer support agents?
A. Ideally, you would still like friendly, helpful people who also know how to solve a problem. However, some potential employees are smart enough to be able to learn fast and, at the same time, can act in various contexts. Because they form an independent team, they must be self-motivated and efficient time-wise. Technical skills are also essential, especially if your customers are likely to have questions regarding the products or services that you offer.