In a recent report by Mckinsey, GigCX was labelled as the ‘next big thing in customer care’. As more companies move towards adopting GigCX, many of them are discovering the different ways it can enhance their customer service offerings.
Changing consumer expectations and employee demands are revolutionising the way in which GigCX Experts can work. GigCX is a channel for customers to contact brands in ways that will lead to more meaningful, valuable conversations. From customer acquisition to support, GigCX can provide an efficient customer journey that offers personal care and empathy throughout.
Data from our latest GigCX report demonstrates this, with 72% of customer experience leaders saying they have added – or plan to add – gig talent to customer service or sales operations within the next 2 years. Reason being is that it gives customers way more value from their products and services, which in turn drives Customer Success, whereby brands are more likely to keep a customer longer, extend their lifetime value and increase their spend over time.
This is a new frontier for CX. With GigCX becoming a mainstream customer experience resource, here are 3 scenarios where it’s already playing a vital role:
Pre-sale process
GigCX experts are brand advocates, providing a business with authentic brand representation. They can act as a new form of ‘salesperson’ for businesses. Any pre-purchase questions, whether in-store or online, are queries that experts can help with, providing insight into product ownership and the impact it has on their lives.
According to Contevo, 85% of consumers trust peer recommendations over brand advertising. It is a reliable way to attract new customers, and also gives businesses a key point of differentiation with highly personalised experiences.
It will be easier to convert prospects to customers using brand advocates as a trusted source of information. After all, who better to sell your product than those who already love the brand? No doubt, they are naturally in a better position than contact centre agents to explain why someone should use the product or service. In addition to this, Gig Experts are available 24/7, in any language. Having on demand product advocates will improve customer’s confidence in an organisation, and give brands a good platform to build a strong relationship.
New customer onboarding
Another use case where Gig experts will play a pivotal role is the new customer onboarding process. This process has several aspects involved in it, from onboarding new customers to the platform, teaching them about its uses, and advising them on how to gain the most from it. Using GigCX experts who have experience with the platform and product can accelerate a prospective customer’s understanding of how to be successful when operating it.
According to our research, customers prefer using brands that have customer-led services. In fact, 70% of customers said they would trust customer service agents more if they were also customers themselves. Creating these experiences that involve authentic, real-time responses is the best way to engage a customer.
With GigCX experts playing a role in the new customer onboarding process, brands will be able to have truly positive interactions with potential customers from the beginning of a relationship and throughout. These human interactions are more likely to unlock increased value for your organisation by improving the customer experience and engagement, ultimately increasing lifetime value through upgrades and upsells, and reducing churn so customers don’t switch or cancel.
Enhancing Customer Success
With customer expectations of value changing constantly, Customer Success has emerged as an essential focus for businesses that are trying to drive long-term company growth. This has been seen through GigCX with companies redefining the way they interact with customers to build long-standing relationships.
Advocates can interact with potential and returning customers in a conversational way, rather than mirroring the relationship between customers and customer service representatives. Being able to connect existing customers with prospective customers could grow to be a defining way of forming strong relationships.
Ultimately, customers prefer to learn about their devices from other customers, rather than the enterprise itself. It is the same premise as having a friend explain something in a very relatable way.
It is a human-centric approach that creates an empathetic experience that is much more likely to inspire a longer conversation than what you may get if you are asking a contact centre agent the answer to a question. This experience adds a layer of personalisation that customers will receive when learning about a product, that makes it smoother and easier. This will allow organisations to enhance Customer Success, and forge strong relationships with prospective customers.
Broad applicability of GigCX
As brand advocates, GigCX Experts already have walked in the customers’ shoes, and can draw upon their hard-earned knowledge and experience with a product or service to help provide the best possible support at any point in the customer journey. This is the defining role of an Expert. In fact, 81% of consumers in our own recent report said they would be more willing to buy a product after speaking with a GigCX Expert.
From online setup questions to subscription customer service inquiries, to like-minded peers putting their heads together to deliver honest answers surrounding products and services, it’s safe to say GigCX is becoming an essential customer experience resource faster than we ever thought possible.
