Movate OnDemand
Untapped talent. Unprecedented flexibility. Reduce contact center volumes by 40% with next-gen gig customer experience ecosystem
Movate OnDemand is our 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. Not a traditional BPO partner, we are 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 your in-house support centers.
Movate 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.
Key differentiators
A sustainable solution to skilled talent crunch
A global network of on-demand gig peer experts with hands-on experience on your products to provide support in 100+ languages
Guaranteed quality
Rigorous vetting process to onboard only highly qualified experts and stringent QC standards
Unique gig plus full-time experts support model
The power of gig experts coupled with our 12,000+ full-time experts creates endless possibilities for our customer
Pay for outcomes only
With our success-based pricing model, pay only for resolved contacts
Flexible scalability for dynamic talent needs
With little to no training, the peer expert network can quickly scale up and down to meet your dynamic talent needs
Accelerate. Innovate. Movate.
This reflects who we are at the core, what we stand for, live, and breathe every single day. This powers our brand and inspires every Movator to pursue excellence at work with speed and innovation.
Omnichannel support capability
Improve your service delivery and provide on-demand support across channels with Movate OnDemand
- IVR
- Asynchronous messaging
- Chat
- Web tickets
- Voice
Driving impact
30%
- Bring efficiency and agility with intelligent automation
- Leverage pay-per-resolution model
95%
- Provide the right expert at the right time
- Automate repetitive requests
20%
- Deliver empathetic and personalized resolutions
- Provide high-quality responses with peer-to-peer rating methodology
4X
- Presence of both on-demand and full-time experts
- Fully support and easily integrate into most CRM platforms
Why Movate OnDemand?
Key Features
Elastic network of gig peer experts
Source, screen, and onboard your best customers who love to provide empathetic customer support and they are ready to start with minimal training
Patented intent analysis & routing
Advanced predictive routing algorithms identify customer intent in real-time and pair them with experts based on their reputation score ensuring the best support possible.
Reputation engine
Gig peer experts get a ‘reputation score’ based on the user ratings, peer reviews, etc., and experts with higher scores get more requests thus encouraging them to improve performance
Peer quality review process
A strong quality process where peer experts review and provide feedback and they are compensated based on their writing and reviewing answers, contributing to KM, etc.
Power of full-time experts
Movate OnDemand blends full-time experts along with the power of Gig to provide unprecedented scalability and experience.
Enterprise privacy & security
SOC 2 Type II
GDPR
CCPA
Movate OnDemand is designed and built on a foundation of privacy and security. All data is protected by a rigorous set of enterprise-level controls, policies, and practices. Our solutions are fully compliant with regulations and set up for enterprise scalability.
- SOC 2 Type II
- GDPR
- CCPA
Pre-built integrators
Microsoft Dynamics
Oracle Service Cloud
Zendesk
Salesforce Service Cloud
Movate OnDemand is fully supported and seamlessly integrated into most CRM platforms and messaging applications.
Solutions
By channel
Web & e-mail - Accelerate web & e-mail support
Web & email solution integrates into your helpdesk and can provide your customers faster responses and full resolution without requiring an agent.
Messaging - Scale messaging without headcount
Messaging solution provides both automation and highly flexible staffing to deliver an effortless customer experience.
IVR - Selectively shift phone calls to digital
IVR to Messaging solution gives your customers the ability to instantly shift from a phone call to a fully staffed messaging experience.
By Initiative
Digital transformation
Shift phone calls to messaging — and offer customers a faster and more effortless digital experience.
Business continuity
In the wake of COVID-19, a diversified contact center strategy is no longer a nice to have. Our solution helps improve business continuity by reducing your reliance on the traditional contact center and creating disaster recovery solutions.
Workforce augmentation
We’ll help you adjust your workforce composition to include a network of on-demand experts. Boost CSAT, and response times, and save millions.
Industries covered
Hi-tech
• 3M customer problems solved a year
• 90% CSAT and above
• 22% automation rate
Tap Product & Technical Specialists
Recruit experienced product users, who also have technical expertise in troubleshooting software applications, to contribute to your customer service organization.
Automate Repetitive Technical Questions Automatically serve continuously updated
troubleshooting content, written by on-demand experts, to address frequently asked technical questions.
Deliver ROI Outside the Contact Center
Resolve a wide range of questions before they reach the contact center, delivering a higher CSAT, faster response times, reduce contact center reliance, and lower cost per contact.
Telecom
- 90% CSAT
- Reduced ticket time
- Enhanced customer experience
Tap Into Telco Device & App Experts
Access technical specialists, who have deep expertise in troubleshooting carrier issues, and can help your customers with a wide array of inquiries.
Automatic Answers Tuned to Carrier Issues
Deliver automatic answers to resolve commonly asked questions. Pull from telco-specific content, written by telco domain experts on an ongoing basis.
Deliver ROI Outside the Contact Center
Resolve a wide range of questions before they reach the contact center, delivering a higher CSAT, faster response times, and lower cost per contact.
Gaming
- 2M customer problems solved a year
- 90% CSAT and above
- 25% automation rate
Tap the Expertise of Technical Specialists
Gaming experts, who have deep expertise in troubleshooting internet connectivity, consoles, and connected applications, can help your gamers troubleshoot a wide array of issues.
Automatically Resolve Frequently Asked Questions
Serve automatic answers, written by technical specialists, to address common troubleshooting questions related to the game and consoles.
Deliver ROI at Scale
Resolve technical troubleshooting before it reaches the contact center, delivering a higher CSAT, faster response times, and lower cost per contact
Our experts
Choose on-demand experts with deep product and technical expertise, who can troubleshoot issues with precision.
Each expert is evaluated based on customer feedback, and when an issue is managed without an agent’s support.
Most of our on-demand experts have advanced educational qualifications and demonstrated strong all-around abilities in solving complex issues
With deep understanding and experience with technical issues, an expert offers personalized solutions tailored to your business. What you get is empathetic, crystal-clear communication.
Extend your reach and access with experts from around the world. Each of our professionals can speak at least 2 languages fluently enabling you to deliver support in 100+ languages.
Gig that empowers
- Engage with non-profits like Refugee Employment Partnership, Upwardly Global, etc. to source potential expert
- Offer equitable access to employment opportunities and accelerate economic uplift
- Onboard experts with diverse backgrounds and perspectives to promote equity and inclusion
- Provide structured trainings and certifications to help people in the program expand skillsets and explore career paths
- Empowering underserved communities with opportunities to learn skills, gain experiences and earn on Movate OnDemand
December 26, 2022
Comparably: Best Company for Diversity 2022
December 26, 2022
Comparably: Best Company for Women 2022
December 24, 2022
NHRD India: Recognized for one of the best Corporate HR Practices 2022
November 20, 2022
KelpHR: Named as one of the Top 25 Safest Workplaces In India
September 3, 2022
CSS Corp was named one of the Top 5 contact center outsourcing providers by the CRM magazine’s Industry Leader Awards 2022
June 10, 2022
Golden Globe Tigers: Most Admired IT Company of the Year
Resource center
Read about the latest industry trends, technology breakthroughs, views of thought leaders and our perspectives to improve your business outcomes.
Related key offerings
Customer Service & Satisfaction
Drive flawless customer and associate experiences
Benefits
- Data-driven customer support
- Seamless channel-less CX orchestration
- High levels of personalization
Customer technical support
Empowering customers with intuitive tech support
Benefits
- Intelligent consumer support
- AI-enabled, automated solutions
- Proactive consumer engagement
CX transformation as a Service
Future-proof your CX ecosystem with end-to-end transformation
Benefits
- Combine CX strategy with technology
- End-to-end, cost-effective solution
- Digital and cultural transformation
Revenue Generation
Transform from a cost center to a profit center
Benefits
- Accelerate business outcomes
- Drive customer acquisition
- Data-powered premium support
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