What is GigCX?
GigCX is a type of customer service in which businesses assign support tasks to a gig-based crowd of experts through cloud call centres.
During peak seasons, such as holidays and new product launches, the number of incoming calls from consumers can rise exponentially. Handling these concerns can become a problematic situation for in-house support agents.
Expecting employees to offer seamless customer service without any breaks or off-hours can also put them at risk of burnout.
In such scenarios, having gigCX resources to help your business ramp up its customer service whenever needed can do wonders. Incoming calls can then be routed to the outsourced experts during peak hours by using a GigCX platform.
Virtual call centres for GigCX
With GigCX in place, your business can offer quality services to its customers 24×7 with the help of a remote crowd that understands your brand.
GigCX is not here to entirely wipe out the traditional contact centre.
It, however, is an advanced and revolutionary tool in situations where an overwhelming number of consumers demand immediate attention and action.
Some integral additions that the GigCX trend can make to your brand’s customer support system are discussed below:
1. GigCX offers real-time assistance
For a business, offering impeccable customer service and round-the-clock assistance is no more an option but a necessity to stay at the top in a constantly evolving market.
It is what distinguishes your brand from its competitors.
It is also essential to remember that more and more customers are becoming increasingly tech-savvy with time. Hence, they expect real-time query resolutions and immediate assistance.
Customer service needs to be agile and flexible.
According to Microsoft, 96% of consumers across the globe consider customer service an important factor in choosing the brand they want to be loyal to. This is where the need for robust GigCX resources becomes crucial.
With a proactive gig workforce, you have a group of people who are passionate about your brand and are committed to offering assistance and support on your behalf.
This eliminates the need to hire and train new agents whenever your business experiences a peak.
2. Cost-effectiveness
As cloud call centres slowly take over traditional call centres, having a gigCX team onboard has also become simpler. Cloud call centres make it easy for organisations to hire GigCX resources on a pay-per-serve model from across the globe.
Many people who wish to offer their expertise through GigCX do so in addition to their day jobs. And, because of this, most specialists are well-versed in working via cloud-powered tools.
Your business can also look for experts who are available across different time zones and can assist callers in different languages.
Since most work gets done through cloud call centres, the operational costs and importance of a physical office set-up diminish. By hiring on a pay-per-task basis, companies also reduce unnecessary expenses that a fixed-cost operating model incurs.
3. GigCX in pandemic crisis
The COVID-19 pandemic has stirred immense chaos for businesses.
They now have to deal with increasing customer queries while struggling through the transition to a virtual workspace. Outsourcing customer service to GigCX can help with business continuity in this time of crisis.
When a customer is distressed about a purchase, they seek empathy and attention from the brand. And since the novel coronavirus has already complicated business-buyer relationships, it is critical to ensure your customers feel valued and appreciated.
Careful deployment of GigCX can help your business improve customer satisfaction levels and create greater engagement.
On having just one positive customer experience with a business, approximately 89% of consumers are likelier to return for a second purchase.
The future of consistent customer support has GigCX at the forefront. Cloud call centres that can accommodate outsourced as well as in-house agents should be placed high up on your brand’s priority list.
4. Adds value to customer lifecycle
How memorable a customer’s journey has been with your brand is not determined solely by a completed transaction. A customer’s experience impacted by every interaction that occurs during and even after the purchase journey.
GigCX, helps organisations explain to customers how to maximise the benefits they get out of the products and services. This means that, with the right balance of support and awareness, customers can transition into brand advocates.
With GigCX in place, your brand can ensure its relationship with its customers expands beyond quantitative value. Businesses can then reinforce client relationships with greater strength and positivity.
5. AI in GigCX
AI can play a crucial part in helping GigCX professionals provide enhanced customer support and assistance for an organisation.
Used to intelligently route incoming calls based on specific skill sets of the gig-based community. Effective call routing integrated within cloud call centres also improves the efficiency of this process.
Customer queries that are simpler, repetitive, and don’t require personalisation can handled AI, and support agents can cater only to concerns requiring human touch and deeper understanding.
AI-based cloud call centres also monitor the overall performance of gig workers by using mechanisms such as analytical reports and deep data insights.
With AI as a resource, workers can also be lauded based on how they resolve complex concerns.
And, as cloud call centres store all caller data, this information is used to upgrade AI systems into answering standardised questions that the company receives regularly.
To sum up
As the conversation around GigCX and its vitality to the customer support sector keeps getting bigger, it is evident that the trend is set to continue.
It is crucial to start looking at the future of the gig economy in alignment with the future of customer service.
Striving for a healthy and reliable GigCX workforce, capable of operating via a cloud call centre, can play a significant role in fuelling every brand’s business-buyer relationship.
Author Bio
Kritik Verma is a marketing enthusiast with a specialization in digital marketing. He is currently working at Servetel, a leading cloud telephony provider offering cloud services like IVR, Toll-Free Number, Virtual number, Click to call and many more to boost business success. He enjoys reading about the latest digital marketing trends.
