GigCX Experts can do anything contact center agents can do (plus, some things they can’t)
Last year, in our 2021 report, we spoke to several of our clients to gauge their future plans for GigCX. When asked what proportion of their customer service volume could be handled by the GigCX crowd by 2025, 40% of our clients stated that 20–40% of their query volume could be handled by GigCX Experts, and half of them indicated over 40%. Additionally, 90% said they were likely to invest more budget in GigCX in the next three years.
In our 2022 GigCX Report, we ventured further and did an anonymous survey of more than 400 CX leaders across the U.S. and U.K., asking them if they thought GigCX was here to stay.
A whopping 83% of those surveyed say that GigCX ‘is inevitable’, or ‘here to stay.’
It’s a headline stat that pleases us enormously, especially coupled with the synergy we’re seeing between GigCX as a business operating model and the personal lifestyle goals of GigCX Experts globally.
In the year that has passed since we released the 2021 GigCX Report, where the pandemic had demonstrably accelerated demand for a gig-driven customer support model, we’ve seen significant drive from large organizations who have recognized that they cannot have single-vendor or location-dependent customer service.
In fact, our research also found that 72% of customer service managers in the U.S. and U.K. have added or plan to use gig talent in the next two years – proof that our clients aren’t the only ones that recognize the power and unique elasticity in the GigCX resourcing pool.
Beyond that, the report shows that 90% of GigCX Experts say GigCX has improved their lives, 83% say it has had a positive effect on their mental wellbeing, and 92% say it has introduced them to new skills.
We spoke to 15 global CX leaders who said the beauty of GigCX is, and will always be, the benefit for GigCX Experts to work on their own terms. Because GigCX leverages existing customers and advocates with built-in knowledge and works on a gig model, it bypasses many of the pandemic-related problems facing contact centers at this moment, including hiring, training, shift scheduling, quality, and issues specific to a work from home (WfH) model.
It’s a truly human-centric approach to customer service, and one that is, for lack of a better word, limitless. As we spoke to CX leaders and GigCX Experts alike, we realized more than ever that GigCX Experts can do anything agents can do and, in some cases, can do more.
There is sometimes a misconception that GigCX is best suited for only high-volume, low-value ‘level one’ queries, such as conducting basic troubleshooting or filing tickets for level two issues. There’s also an unexamined assumption that much of this could be handled by self-service solutions or by chatbots and other automated services.
It’s a false reality, as GigCX Experts fit the profile of level-two support perfectly. Experts often have a better understanding of user issues than contact center employees. After all, who would you rather get your customer service from – an agent who has extensive customer service training and some product or service knowledge, or a person who uses the product or service and is so familiar with it they feel comfortable advising other users?
Regardless of whether your organization has already fully implemented GigGX or you’re considering it as you watch its use grow, the immense potential of this model has become even more evident in 2022. The best is yet to come!
Questions about implementing a sustainable, reliable GigCX solution? Contact our team today.