Gig Peer Experts

What are Gig Peer Experts?

Gig peer experts are highly skilled, temporary workers who offer project-based, on-demand types of projects. They include independent contractors, freelancers, and contract firm workers. Gig peer experts are actual users of your products and services and can tap into their real-world knowledge and experience to support other customers.


Although the gig economy provides numerous benefits for organizations, it also poses certain challenges. These include:

  • Need for expertise: Organizations must ensure that they are hiring experts who can provide high-quality service to their customers.
  • Security and privacy concerns: Organizations need to consider the security and privacy of their customers’ information when hiring gig peer experts.
  • Uncertain Workforce Stability: The gig economy encompasses a fluid workforce, which makes it hard for organizations to maintain stability and continuity in their operations.

Why and where do we need Gig Peer Experts?

The Gig Economy’s roots can be traced back to informal labor arrangements. Now, technology and societal changes have shaped it into a complex web of opportunities. In the past, gig work involved day labor or piecework, but the internet and digital platforms have expanded the range of services offered.

Gig peer experts’ ability to offer a distinctive point of view and real-world usage knowledge about products and services sets them apart from traditional support agents, ultimately leading to higher customer satisfaction and trust. Gig peer experts are most likely to be utilized in industries where their product-specific knowledge and real-world experience can significantly enhance customer support. These industries include technology, e-commerce, telecommunications, and consumer goods.

Future of Gig Peer Experts

The gig workforce is set to comprise 35% of employees by 2025, with new technologies like big data, cloud computing, and AI continuing to reshape the industry. Gig experts can leverage big data’s potential to gain insights, while cloud computing offers efficient collaboration and accessibility of data. Advances in AI, blockchain, and other technologies will continue to reshape the gig economy. Generative AI, in particular, has the potential to transform the way gig workers operate, creating new opportunities and jobs.

AI-powered algorithms are automating repetitive tasks and enhancing gig services. Digital platforms and apps provide a hub for gig experts to showcase their skills and connect with clients, creating new opportunities in the industry.


Gig-peer experts bring numerous benefits to the table, leveraging their specialized skills, niche domains, and technology expertise and knowledge to provide invaluable solutions. Here are a few benefits:

  • Efficient Ticket Processing: Gig experts can handle customer tickets quickly, effectively managing large volumes and addressing spikes in inquiries within a reasonable timeframe.
  • Selection and Training: Experts undergo a thorough selection process, ensuring high-quality support. Gig-peer experts are trained and boarded onto the platform, ready to provide assistance.
  • 24/7 Availability: Unlike traditional support with timed response windows, gig experts are available round-the-clock. This leads to higher resolution rates, faster response times, and customer satisfaction.
  • Talent Pool: Clients can tap into a vast talent pool of skilled gig experts, allowing for scalability and flexibility in customer support.
  • Cost Savings: Organizations can achieve significant cost savings by leveraging gig-peer experts, avoiding the expenses associated with maintaining a full-time workforce.
  • Diverse Job Opportunities: The gig economy presents a vast array of job options across industries, providing individuals with opportunities that align with their unique talents and passions.

Call centers, for example, are increasingly leveraging the gig workforce to achieve unprecedented scale and flexibility. Know more about the fluid model of the contact centers.

Business Outcomes

By taking advantage of the expertise and agility of gig peer experts, businesses can achieve accelerated innovation, agile problem-solving, flexibility, access to specialized talent, cost optimization, enhanced productivity, and speed to market. These outcomes drive business success, empower organizations to thrive in a competitive landscape, and deliver exceptional value to clients and customers. Take a look at a success story on how gig support elevated CX for an American 3D design enterprise.

The right partner can help tap into a global network of gig experts who support languages and products and resolve complex requests.  Augment your traditional support methods with an innovative gig ecosystem. Take the leap and transform your enterprise CX strategy with Directly OnDemand experts.