Welcome back to the GigCX Myth Busting Series, where last week we busted GigCX myth #4 about gig-based companies exploiting workers through circumventing labour laws and bad gig practices. Now this week, while we know that GigCX has become a mainstream customer service success story, we’re still hearing a lot about what we call the Christmas/holiday season myth. Here it is in a nutshell:
Myth 5: GigCX is only good for busy periods such as Christmas or Black Friday – it’s a safety net and not a long-term strategy.
Watch the video or read the full blog below!
The reality couldn’t be further from the truth. Much like a dog, GigCX is for life and not just for Christmas!
Now admittedly, one of the huge benefits of GigCX is its flexibility and scalability – which is why it’s being linked so heavily to this upcoming holiday season. Combining the fact the pandemic has caused so many spending opportunities to be canceled over the last 6 months such as weddings, holidays, and birthdays, with the fact many people will need to shop online for their gifts this year – the evidence is saying we are going to see the busiest eCommerce season ever. With many businesses also diversifying to different products and regions during this time – the stress and demand on digital support channels is going to be larger than ever.
This is where GigCX fits in perfectly. Rather than hiring, then firing a group of temporary workers that need investment for training for just a short period – GigCX allows you to invite some of your biggest fans to answer these customer service queries for you. These Experts can flex with demand comfortably, as well as be targeted to answer queries for multiple languages.
This is all correct.
However, the myth that we are seeing, is that once this peak has ended – you just revert to your traditional model. This is wrong. Whilst the upcoming season is an excellent trigger or driver to turn to GigCX – it should be a part of your long-term strategy.
Take the people shopping online for the first time due to the pandemic, for example, a large proportion of them are unlikely to ever return to brick and mortar shopping. Many will have seen how easy online shopping is once taking the initial dive, where others may feel unsafe returning to physical shops. Keith Weed (Voted Forbes Magazine ‘Most Influential Marketer ‘17, ‘18 and ‘19 ) says:
“Post-this [pandemic], the amount of online shopping will go down, but the amount of people who have now had an online experience will never go back. So there will be a step change in the amount of e-commerce used – brands are going to have to think about how they engage with that.”
So this increased demand in digital channels is something you need to think more long-term about.
The pandemic is also a prime example of how flexes in demand are often not predictable, so having a team of Experts that can stretch then contract (remotely) without weeks of planning is another invaluable resource.
It’s clear that GigCX can, and has been, part of a successful long-term customer service strategy – not just in times of greater volumes. What it goes to show is that the world over businesses are finding that GigCX is helping to form part of more flexible and agile operational models to deliver faster, better customer service more cost efficiently, and that GigCX has earned its seat at the table as a long-term, front of house channel.