basic fabric of many gig platforms
AI-based routing can pass a customer’s inquiry to the best possible agent based on skills and expertise. It can also serve a role in intelligent quality assurance, ensuring that the customer service gig worker is providing the levels of service expected by the business. The gig platform’s AI can learn from these gig workers’ answers, helping the AI engine become smarter over time. Freelance customer service workers appreciate the technology, with on-demand agents ranking their employers higher than the average customer service agent when it comes to the quality and capabilities of the software they use to service their customers and contact their employers.
Scale customer service operations rapidly in line with business needs
While companies may need to relinquish a measure of control, the gig economy provides the flexibility many companies need for scaling up or down depending on business needs. Unplanned spikes in customer requests can result from a crisis, unexpected press or something else, leaving the nosiness under-staffed. Tapping into the gig economy opens up a wider pool of resources that can be onboarded to deal with peaks in demand. It also provides businesses with access to skill sets that may be unwilling or unable to commute to a physical call center.
Gain real-world recommendations that impact customers
A gig model allows brands to crowd-source customer service agents from among their own customers. Often, these crowd-sourced agents are knowledgeable and passionate (and loyal!) about the brand’s products or services, making the onboarding process quick and easy, and reducing recruitment costs. When brand advocates serve as your customer service agents, their impact can be felt beyond basic questions and answers. When ‘objective’ past customers give reviews and recommendations, their opinions are heavily weighted and can drive new customer acquisition and retention. Gartner estimates that by 2022, 90% of customers will seek issue resolution from individuals outside of the company, mainly using generic how-to user guides created by freelance customer service experts.
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