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The pay-per-resolution (PPR) model in gig support services

The landscape of customer support services is undergoing rapid transformation to meet changing demands and technological advancements. At the forefront of this transformation is the emergence of a pay-per-resolution model in gig support services. These services pivot from traditional, often rigid support structures to flexible, outcome-based models that prioritize efficiency and effectiveness.

Here’s how Movate defines this term: A pay-per-resolution payment model allows the technological service provider to bill the customer only for the tickets or cases that are received. In such a model, the emphasis would be on achieving desired outcomes or resolutions rather than the time spent or the volume of transactions. The client is relieved of the obligation to pay an hourly/FTE/Transaction fee in addition to the cost of hiring additional agents or associates. For the client, this is an affordable invoicing solution that guarantees the best use of resources.

The shift towards pay-per-resolution gig support services

The gig economy (freelance, independent work, or side hustle work)has evinced keen interest since the new normal. This trend highlights a broad shift in social views about the traditional 9 am to 5 pm work, driven by technological progress and an increasing valuation of flexibility and independence in professional roles.

The gig economy is a key factor in the shift in employment dynamics with a market that witnesses a bevy of gig platforms to support different types of work. Gig workers, operating as freelancers or independent contractors, embrace a multitude of projects, reveling in the autonomy to choose their workload and schedule. This flexibility, however, comes with a shift towards outcome-based rewards, where compensation is directly tied to the quality and efficiency of the work delivered, rather than the hours invested.

Such a framework promotes a meritocratic environment where the emphasis on results benefits both the worker and the client. For businesses, this translates to cost-efficiency and the ability to engage highly specialized skills on an as-needed basis without the traditional overheads of full-time employment. Meanwhile, for gig workers, it opens avenues to potentially higher earnings and the freedom to chart their professional paths. This symbiotic relationship fosters a dynamic, efficient, and flexible work ecosystem, reshaping how services, including support services, are conceptualized and delivered.

Shifting to a model (like Directly OnDemand gig customer experience ecosystem) focused on benefits, results, or outcomes mandates the need for clear insights into the business objectives of the client.

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Untapped talent. Unprecedented flexibility. Reduce contact center volumes by 40% with next-gen gig customer experience ecosystem.

The gravitation towards gig peer experts has also brought about a paradigm shift in the realm of customer support services. Through leveraging the diverse and specialized skill sets of a global network of gig peer experts,  businesses can offer scalable, hyper-personalized, and on-demand support for customers.

Forbes finding that 72% of companies intend to shift towards outcome-based gig worker models like Movate Directly OnDemand within three years.

Why should you make the shift to an outcome-based model?

The pay-per-resolution gig support services offer a trio of remarkable benefits that redefine customer support dynamics. Firstly, it significantly boosts customer satisfaction and loyalty by providing solutions that are directly tailored to achieve specific outcomes, with expertise drawn from a pool of gig peer experts. This approach ensures that resolutions are not only accurate but also directly aligned with customer expectations.

Outcome-based models introduce an unparalleled level of flexibility and scalability into support services. Organizations can dynamically adjust their support capabilities to match current demands without the burden of fixed overheads associated with full-time staff. This means that businesses can scale up or down with ease, responding in real-time to seasonal demand fluctuations (like peak shopping seasons or holidays).

 The model offers cost-efficiency by shifting the payment structure from time-based to solution-based. By paying exclusively for resolved issues, companies ensure that their financial outlay is directly proportional to the value received.

To choose the proper support approach for your company, it is critical to carry out an in-depth analysis of your business’s internal needs, what your customers anticipate, and how adaptable your operations can be. It’s crucial to assess whether your specific service issues can be effectively managed through a gig model. This approach offers flexibility and access to specialized skills on demand, making it suitable for businesses looking for scalable and flexible support to meet varying customer needs.

Directly OnDemand is Movate’s unique gig customer support platform that harnesses passionate and knowledgeable freelance talent from across the globe who know, love, and are expert users of our customers’ products, to provide elevated yet empathetic support from a user perspective. A refreshing, new way for businesses to find and reward their most loyal users to provide an exceptional peer-to-peer support experience that complements clients’ in-house support centers. Directly OnDemand offers a one-of-a-kind unique services model that blends gig experts, traditional support agents/experts, and world-class AI/automation platforms. It delivers boundless flexibility and the scale of the gig, benefits of intelligent automation, and stability of full-time traditional support agents, all while driving industry-leading CSAT.

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