What is GigCX?

Learn more about the gig model for customer experience, and how the world's largest brands are using it to create greater value for their customers.

The next big trend in customer experience

Gig Customer Service (or GigCX) is the term used for deploying a gig-based crowd of people to provide customer service and sales.

Recognized as one of the next big developments in customer experience by McKinsey & Company, GigCX offer companies a flexible, scalable, and more affordable model for customer experience.

Organizations can route their customer service enquiries securely from their own systems, through a GigCX platform, which distributes them to a crowd of knowledgeable gig experts who can answer questions on behalf of the brands they know and love.

The result is a more authentic, genuine experience for customers, and improved customer satisfaction for brands that use GigCX.

How GigCX differs from traditional CX models

"Always on" GigCX Experts

Brand advocates
Less than a week to onboard
On-demand, flexible
Outcome-based pricing
Any language, region or time

On-premises or work from home agents

Customer service agents
Up to 6 months to train
Fixed schedules
Fixed hourly rate
Limited language, region, time

GigCX offers significant benefits to brands

Where GigCX differs from traditional models is it gives you access to a 24/7, agile, and motivated crowd of brand experts.

Increased agility

The crowd can flex with demand, reducing timeouts, and wastage and giving greater resilience during unexpected events.

Improved C-SAT scores

The gig experts are highly motivated and have experience of your brand leading to a more empathetic experience for the customer.

Reduced costs

By decreasing the amount of bricks and mortar and salaries you need to support.

Positive social inclusion

Becoming an expert for your brand removes all unconscious bias and allows for anyone with a device to be considered, promoting diversity and inclusion.

Promotes environmental sustainability

By reducing dependency on physical contact centers, and the carbon emissions that come with them.

Increased customer success

GigCX increases engagement across the entire customer journey, leading to improved customer success.

Leading brands have embraced GigCX

Some of the world’s largest brands to have harnessed the possibilities of GigCX to deliver AI-powered, crowdsourced customer experiences.

Learn more about GigCX

Check out these helpful resources to dive deeper into GigCX and learn how the world's most respected brands are leveraging the power of the gig economy to enhance their customer experience.

2021 Gig Customer Service Report

Download our 2021 Gig Customer Service Report featuring research from over 600 Gig Experts and 15 CX leaders.

Limitless GigCX

Find out what GigCX is and how it can work alongside your Customer Service operation to deliver fantastic service at a lower cost to serve.

Webinar: Utilizing the Power of GigCX to Transform Your Customer Experience

Hear from eBay and Zwift as they discuss their experiences with GigCX in-depth, from their decision to go ahead, to the impact it has had.

Webinar: Standing out from the Crowd with GigCX

We spoke with Facebook about how the potential of asynchronous messaging has created an opportunity for brands to differentiate by connecting prospects with their current customers.

How to become GigCX ready

Guest author Paul Weald looks at the top level steps you can take to ensure that your organisation is ready for gig customer service.

Webinar: Are you GigCX ready?

We explored how GigCX is better for your customer, your organization, and the Gig experts delivering the service.

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