The gig economy – a flexible structure of work that carries freedom and flexibility – is flourishing. Yet, how are these companies performing, from a customer service perspective? Netomi’s research team analyzed the top 87 gig economy companies spanning industries, from ride-sharing to food delivery, legal, and health.
Here are the key takeaways from The New 9 to 5: The State of CX in the Gig Economy – Customer Service Benchmark Report.
- Omnichannel potency is rare – just two out of 87 (under 3%) companies are “omnichannel potent,” with all channels (Twitter, Instagram, email, phone, and app) available for customer service
- Social media – Instagram especially – is reigning supreme – 70 out of the 87 companies have an Instagram account
- App support is few and far between – while 59% of the companies surveyed have an app, only 28% of them provide a direct messaging feature for customer support
Download the full report to view all of our findings!