From ordering a ride to sourcing a dog sitter with ease, many are drawn to gig economy platforms for their sheer simplicity and convenience. It is a unique structure, one that involves gig economy workers, and the customers they serve (the drivers plus the riders). How is customer support delivered by these companies, across various channels? Curious to take a deep dive into this – relatively – new landscape of work, Netomi’s research team set about analyzing the top 87 gig economy companies spanning industries, from ride-sharing to food delivery, legal, and health. Here, we present our insights and top takeaways from The New 9 to 5: The State of CX in the Gig Economy – Customer Service Benchmark Report.
The Gig Economy + CX
With its flexible working structure, the gig economy is shaping the future of work. More individuals are turning to gig economy platforms, especially in today’s economy, as economic factors such as inflation are at play. With an enlarged user base (the global gig economy is predicted to grow from $204 billion in 2018 to $455 billion in 2023), there are bound to be support-related queries that follow. With this, coupled with rising consumer expectations for immediate support, the need for excellent customer experiences is even more urgent. AI-powered virtual assistants can swiftly deal with highly repeatable queries such as ‘Where is my order?’ and ‘I am unable to log in to my account,’ enabling faster support for gig economy players, who are always on the go.
Which gig economy companies get five-star ratings? View all of our findings in The New 9 to 5: The State of CX in the Gig Economy – Customer Service Benchmark Report!