INSUBCONTINENT EXCLUSIVE:
As world events push employees towards a remote working model, people are looking to technology to help bridge the gap between day to day
communication and business operations
businesses that rely on gig workers, remote working has been a way of life for some time
Think beyond Uber and Deliveroo: gig workers cover a huge variety of occupations, including graphic designers, web developers, copywriters,
and the thousands of customer support workers supporting brands globally
Businesses have been employing these people, on demand, to provide remote support for many years
Between the technology they use and the methodologies they put in place, businesses that are fuelled by gig workers can teach the new
front line of the gig.Be proactive and adapt your customer supportManaging customer expectations is critical in times of serious disruption,
and most people are aware that there are some reductions in service out of their control
However, those organisations which can operate with this highest level of business continuity will naturally see less long-term impact on
moved their current workforce to remote working due to self or forced isolation, and this includes customer support
your customers on how you are redesigning support, so their expectations are being managed at all times
to illness?This may be a time to consider moving entirely to digital support through chat or messaging, providing 24-7 digital support
This may be well received compared to fragmented telephone support with long wait times
During longer periods of isolation, some businesses may experience an increased demand, which will mean an increase in customer service
So, ramping up customer service capacity and getting the right technology in place is a business operation improvement.Get savvy with online
engagementOnline engagement skills are essential: most gig workers may never meet their managers, but they need to feel close to the
businesses they support to be successful
Providing them with instantaneous support and all the tools and coaching they need to do their jobs to the best of their ability is critical
It will be a cornerstone of ensuring that a majority-remote workforce feels connected, rather than a loose group of workers.GamifyManagers
in the gig economy know that they need to keep remote workers incentivised in order to retain them
be used in social media sharing tools, and employee engagement platforms
These platforms can also be used to amplify messages of how you are supporting your employees and customers
connectedOne of the most difficult parts of managing a gig workforce is making remote workers feel valued
technology and measures in place, businesses may find that they adapt well to having a remote workforce, and that remote working becomes
part of a new operational model going forward, particularly surrounding customer support
With the gig customer service economy flourishing, there are plenty of great examples to go by, and as we navigate uncertain times, plenty
