Gig Customer Experience

What is Gig customer experience?

Gig Customer Experience is a practice that involves using freelancers and Gig peer experts who have deep product and technical expertise. This enables organizations to quickly scale up or down their operations based on demand without having to commit to long-term contracts or permanent employment.


There are several challenges associated with the gig customer experience (CX); these include:

  • IT Security: Using an external workforce can introduce IT security risks compared to an internal workforce.
  • Quality Control: Ensuring consistent service delivery poses a challenge when managing a diverse gig talent pool, as maintaining quality control becomes more challenging.
  • Training and Onboarding: Training and onboarding can be demanding, as it necessitates substantial investments of time and resources to equip them with the requisite skills and knowledge for delivering top-notch service.
  • Performance Management: Managing and monitoring gig peer experts’ performance can be difficult as they may not be as invested in the company’s success.

Why and where do we need Gig Customer Experience?

This concept was born from the need for more flexible and alternative working models in the gig economy. It offers a fresh approach to customer service by tapping into the expertise of freelancers and gig peer experts. In a recent survey of Directly on-demand, about 67% of Directly experts have previous customer service or technical support experience.

Gig labor brings numerous advantages to customer-experience operations, benefiting both companies and employees. The adoption of an on-demand model provides greater flexibility and allows companies to overcome geographic limitations when sourcing talent. By utilizing gig peer experts, businesses can reduce the need for physical infrastructure, leading to increased efficiencies and the ability to scale costs more closely to output requirements.

The demand for Gig Customer Experience spans across diverse domains, including, customer support, sales, marketing, and product development. Gig Customer Experience professionals possess the expertise to deliver on-demand support, address sales inquiries, conduct thorough market research, and furnish invaluable insights.

Future Trends

Gig Customer Experience is rapidly becoming the preferred customer service method, offering cost savings, faster deployment, and enhanced flexibility in staffing. Approximately 20% of workers in the United States are engaged in gig-based employment. Within the Millennial and Gen-Z populations, this percentage rises to 40–53%.

AI platforms are driving the adoption of an AI-enabled Gig Customer Experience, allowing gig peer experts to handle intricate customer intents. Intent analysis and routing systems employ predictive algorithms, matching customers with experts based on their reputation for customized support.

The rise of generative AI, like ChatGPT, is set to revolutionize CX by delivering exceptional customer satisfaction. Generative AI is changing the gig economy by creating new opportunities for freelancers to automate repetitive tasks and increase productivity. This technology adopts a human-centric approach to customer support. AI, analytics, and cloud-based digital services are fueling industry disruption, magnifying the potential of the gig economy.  Generative AI helps freelancers find new clients and work efficiently by analyzing their previous projects and clients to recommend opportunities that match their skills and experience.


Gig Customer Experience offers several benefits. Here are a few:

  • Agility and Scalability: Quickly scale the expert network to meet dynamic talent needs with minimal training.
  • Cost Savings: Flexible pricing structure with lower setup costs compared to traditional BPO services.
  • Right Expert at the Right Time: Access a diverse pool of specialized experts, automating routine inquiries and freeing up agents for complex tasks.
  • Higher CSAT ratings: Deliver personalized solutions, enhancing customer satisfaction and loyalty.
  • Seamless integration: Easily integrate into CRM platforms and scale the workforce as needed.

Business Outcomes

Implementing Gig Customer Experience can yield positive outcomes by leveraging a global talent pool, delivering agile support worldwide, and reducing costs. It has brought about a paradigm shift in customer experience, offering businesses the opportunity to access a flexible, scalable, and cost-effective workforce, ultimately leading to improved customer satisfaction and operational efficiency.

Elevate your service delivery and offer on-demand support across multiple channels with Directly OnDemand.