What is GigCX?
A new customer experience model
Gig Customer Experience (or GigCX®) is the term used for deploying a gig-based crowd of people to provide support across the entire customer lifecycle.
Recognized by McKinsey & Company in 2021 as one of the next big developments in customer experience, GigCX offers companies a more flexible, scalable, and cost-effective model for customer experience.
Once a new trend, GigCX is now the focus of CX operators worldwide. In fact, 83% of CX leaders surveyed in the annual GigCX Report have already added, or plan to add, gig or freelance workers to CX operations by 2025.
GigCX enables brands to adapt to a changing workforce
Driven by the desire for more flexible working environments, 82% of CX leaders surveyed in the annual GigCX Report are turning to alternative working models, including GigCX.
“The way we hire, manage, and lead the modern workforce has fundamentally changed, and CX leaders are quickly adapting. This includes looking at GigCX as a game changer that opens the window to distributed labor models and workforce structures while managing to the same performance standards and ultimately the bottom line.”
Chad McDaniel, President, Execs In The Know
How GigCX works
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 and provide support 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
Passionate, knowledgeable brand advocates
Less than a week to onboard
On-demand, flexible
Outcome-based pricing
Any language, region, time zone
On-premises or work from home agents
Trained customer service agents
Up to 6 months to train
Fixed schedules
Fixed hourly rate
Limited language, region, time zone
GigCX offers significant benefits to brands
Where GigCX differs from traditional models is it gives organizations 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
GigCX experts are highly motivated and have experience with the brands they support, leading to a more empathetic experience for customers.
Increased customer success
GigCX increases engagement across the entire customer journey, leading to improved customer success.
Reduced costs
By moving to an outcome-based business model, brands can decrease the amount of brick-and-mortar locations and salaries needed to support customers.
Positive social inclusion
Becoming an expert for the brands they love 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.
Leading brands have embraced GigCX
Some of the world’s largest brands have harnessed the potential of GigCX to deliver superior, crowdsourced customer experiences.
Zwift deploys GigCX so that ‘Zwifters’ can get more active more often!
Case Study |
Sage uses the GigCX platform to improve acquisition, onboarding, and support for customers around the globe
Case Study |
Unilever relies on crowdsourcing to deliver 24/7, on-demand, multilingual support
Case Study |
Microsoft taps into its fans’ knowledge and enthusiasm to support other customers
Case Study |
Sunbasket fans help and inspire other foodies
Case Study |
Postmates uses product experts to improve its app
Case Study |
How eBay created an award-winning GigCX program
Case Study |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.
2023 Gig Customer Experience Report
Our 2023 Gig Customer Experience Report is 65 pages of CX research, covering topics such as the Generative AI and its impact on CX, difficulties in accessing CX talent, the need for alternative working models, the rise of GigCX as a new CX model, and more. GigCX is 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.