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.

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

Organizations can route their customer service inquiries 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.

The gig customer experience report: The Inevitable, Explosive Growth of GigCX. The gig customer experience report: The Inevitable, Explosive Growth of GigCX.

2022 Gig Customer Service Report

Our 2022 Gig Customer Service Report is 56 pages of CX research covering topics such as the changed hiring conditions in contact centers post covid, the use of AI in the customer journey, the state of GigCX with a section on common questions and concerns related the use of GigCX. Its the future of customer service. Find out why.

What is 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.

GigCX Decoded Podcast

Want to learn more about GigCX and discover where it’s a good fit for your brand? Check out the GigCX Decoded podcast.

Data security in a GigCX environment

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.

Ensuring quality in a GigCX environment

While using GigCX Experts certainly helps set a higher standard for service quality, here are some other ways the GigCX model ensures high-quality customer experiences.

What is true GigCX? (and what it isn’t)

Learn what true GigCX is, why it matters, and how to leverage it to improve your customer experience and get results.

This website uses cookies to ensure you get the best experience on our website. Please let us know your preferences.

Please read our Cookie policy.