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Tap into a global network of gig experts for customer support

As the gig economy evolves, it has reshaped the traditional employment model, extending its branches far beyond its initial roots. This evolution has significantly impacted the customer service space, ushering in the era of global gig-based support. This model utilizes the vast network of gig peer experts worldwide, bringing a dynamic edge to businesses aiming to meet modern consumer demands. Gig peer experts are skilled, temporary workers, including independent contractors and freelancers, who leverage their firsthand product experience to offer on-demand, project-based support. In an age where customer interactions can make or break a business, global gig-based support emerges not just as an option but as a crucial component of a contemporary strategy.

Advantages of global gig-based support

In 2023, gig economy soared to $1.27 trillion, marking a 78% rise from $715 billion in 2014 according to Forbes, reflecting an upward trend in the gig economy’s demand and esteem. Companies adopting gig-centric assistance leap into a future of enhanced service quality that surpasses geographical boundaries and conventional hours, allowing for creative, flexible responses to new challenges.

Benefits of global gig-based support

  • Flexibility and scalability: Gig-based support systems enable businesses to adjust their customer service resources with agility, matching the changing demand without the constraints typical of traditional employment structures. This efficient scalability allows organizations to efficiently handle fluctuating work volumes, from seasonal spikes to unexpected surges, without faltering in customer service quality.
  • Cost efficiency: The gig economy introduces a cost-effective model for customer support by utilizing a pay-per-resolution framework. This approach removes the need to meet certain operational expenses or fixed overhead costs that are inevitable in a conventional staffing model. Businesses pay only for the outcomes, resolutions or results for the clients, optimizing operational costs while maintaining service effectiveness.
  • Access to a broad talent: According to the U.S. Bureau of Labor Statistics, 36% of U.S. workers are freelancers or independent contractors. Given the current growth trends, it’s projected that over half of the U.S. workforce will be involved in the gig economy by 2027. Global gig-based support opens doors to a vast network of international gig peer experts, each bringing unique, specialized knowledge and skills.

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Embrace the future of customer support with Directly OnDemand, where the fusion of gig expertise and AI-powered platforms drives unparalleled service experiences.

  • Enhanced customer experience: Utilizing gig peer experts who are genuine users of the product transforms the customer support process into a more personal and effective experience. These experts bring real-world understanding and empathy to each interaction.
Movate’s Directly OnDemand as Gartner indicates that gig workers will constitute approximately 35% to 40% of the workforce by 2025.

Although innovative, global gig-based support models are not without their share of challenges (like quality control, training, security and privacy), the benefits seem to override them.

Careful planning and process mapping can establish clear guidelines and expectations for gig peer experts. Rigorous vetting ensures only qualified experts are chosen, and with advanced technology, training and integration can be streamlined, ensuring consistent and secure support services.

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