Best Technology at the Engage Awards 2019
We've been 'Highly Commended' for our work with Microsoft.
We're proud and excited to be Highly Commended at the Engage Awards in 2019 for our brilliant partnership with Microsoft. We were recognised in the hotly contested (and arguably the biggest) category of the night - 'Best Use of Technology in Customer Engagement'.
Our gig partnership with Microsoft now spans 12 global markets and multiple product lines. We have an on-demand pool of gig Experts who are available 24/7 and bring fast resolution to issues through empathetic and personalised peer-to-peer support. Average response times for Microsoft is currently less than 5 minutes and Customer Satisfaction is trending at 90%. Recently we welcomed Xbox gig Experts into our fold, who are now helping customers with their enquiries around Accounts, Billing and Subscription. Our services currently support Xbox customers in the UK, but we're ramping up to extend our cover to customers across US, Canada, Australia, New Zealand and Ireland. Game on!
It's encouraging to see an increasing number of enterprise-level brands like Microsoft adopt and actively endorse gig services as part of their customer engagement strategy. Claudia Cristiani , Microsoft's Emerging Sourcing Strategy Lead explains why Microsoft is banking on the Gig model for customer support
"We believed using gig was going to give us access to very qualified talent with great experience and a passion for Microsoft's products. The gig economy also provides a flexible sourcing channel that allows us to ramp up or ramp down resources quickly to align to support volume spikes, like the ones we usually experience during the holiday season. Lastly, there is an efficiency gain by optimizing infrastructure and overhead costs that this model enables."Claudia Cristiani, Emerging Sourcing Strategy Lead - Microsoft
GigCX (What is GigCX?) and crowdsourcing is inevitably the future of CX. And we are delighted to be part of an ecosystem of technology providers who are empowering brands to use innovative models like gig to source flexible talent to meet their changing customer service needs.