The use of independent contractors and freelancers in the US has brought about a new era in customer support services. These support services that help companies find independent workers have also become a popular trend in the United States, allowing companies to easily hire freelancers in large numbers if needed. This model also has remarkable advantages such as low operating expenditure, higher customer satisfaction, and flexibility to accommodate the rising scales of operation. In the US, OnDemand customer support is behind the successful customer support outsourcing that has grown exponentially in recent years, and is now in the 2nd position behind nearshore Brazil, in terms of participation by percentage. The same report also lists that the gig economy is slated to cross the $ 500 billion mark in the next five years.

• Innovation and fresh perspectives: Freelance workers independent workers, or remote customer support staff, are likely to be highly specialized in a particular set of skills, which may otherwise not be easily accessible within an establishment. For instance, gig customer support workers in the technology field are highly likely to bring niche skills and specialized technical knowledge in gaming, and software products to support end consumers of those products. Hence by accessing this talent pool, companies can accomplish missions that demand certain specialties, without the need to permanently hire them.

Types of OnDemand customer support services

Several companies are at the forefront of providing OnDemand customer support services, leveraging innovative technologies and business models to deliver high-quality customer support. Companies offer different models. These include a proprietary model using gig workers, precision staffing, and AI to save clients 25-55% on gig-based customer experience operating expenses. Similarly, some organizations provide traditional contact centers with the added power of gig, allowing them to schedule agents and scale their workforce needs to ensure high performance that meets their service levels. Outcome-based engagements and outcome-based are gaining increasing traction. Some partners offer freelance support services and a complex level of technical support. Today the market witnesses seamless live chat customer support thanks to the infusion of AI and GenAI to augment human support. Their pay-per-support service is popular due to its efficient and cost-effective nature, reducing support costs and enhancing operational efficiency.

OnDemand customer support has revolutionized the way businesses approach customer support, offering a more flexible and cost-effective solution. As the gig economy continues to grow, in countries like India, the Philippines, and Colombia, temporary staff in customer service will likely play an increasingly important role in shaping the future of customer service.

Related Information

• Report: TSIA and Movate Co-Author a Report on Leveraging the Power of the Gig Economy
• Blog: Why and how to utilize Gig-enabled customer support
• Report: TSIA and Movate Co-Author a Report on Leveraging the Power of the Gig Economy
• Case study: Gig Support Increases CX for an American 3D Design
• Glossary: Pay-per-Resolution (PPR) Model Consulting – Movate
• Blog: Outcome-based business engagement models in CX services
• Web: Movate Directly OnDemand
• Blog: Conquer The E-commerce Volume Surge this Holiday Season with Gig Support!
• Blog: Empathetic Support Through a Gig Support Model
• Blog: From Fixed to Fluid: The Contact Center of the Future

In today’s CX landscape, businesses are constantly searching for innovative ways to deliver efficient and effective technical support. One such method gaining prominence is the model of temporary staff in customer service. Leveraging temporary staff in customer service is part of the gig economy to provide specialized technical assistance for customer service.

• Enhanced customer experience: Offering freelance support services enables businesses to provide timely and personalized technical assistance. For example, in live chat customer support, quick response times, specialized expertise, and round-the-clock support availability contribute to great advantages of gig customer experience solutions. 

Successfully deploying temporary staff in customer service

To successfully implement this model, businesses should consider the following strategies:

• Partner selection: Choose a reputable gig provider partner specializing in technical support services. Selecting the right platform is crucial for finding skilled gig workers who can meet your technical support needs.
• Training and onboarding: Provide temporary staff in customer service with comprehensive training on your products, services, and support processes. Clear communication and onboarding procedures are essential to ensure gig workers are well-equipped to handle technical inquiries effectively.
• Performance monitoring: Implement performance metrics and monitoring systems to track the effectiveness of gig-based technical support. Regular feedback and performance evaluations help identify areas for improvement and ensure efficient and reliable support when it comes to contract staffing in customer service.
• Integration with existing systems: Integrate gig-based technical support seamlessly with your existing IT systems and communication channels to provide a cohesive customer experience. The efficiency of the processes and sharing of information between the temporary staff in customer service and the teams within a company is vital for providing support. As gig-based support becomes an integral part of companies’ infrastructures, it is crucial to maintain the quality-of-service delivery to customers and enhance customer experience.

Future of temporary staff in customer service

With more and more companies turning towards the gig economy, it is clear that gig-based technical support will become the new standard in the OnDemand customer support service delivery model. With a renewed focus on AI/ML and automation, flexibility, and affordability are factors that help companies improve their technical support services and provide excellent services. Such support services can be set up anywhere across the globe, be it the USA, India, Philippines, or Colombia. The acceptance of gig-based technical support is not only a new trend but rather a strategic decision that seeks to meet the needs of customers and remain relevant in technical support services.

Related Information

• Report: TSIA and Movate Co-Author a Report on Leveraging the Power of the Gig Economy
• Case study: Gig Support Increases CX for an American 3D Design
• Blog: Harnessing the expertise of gig peer experts to support, solve and deliver high impact CX
• Glossary: Pay-per-Resolution (PPR) Model Consulting – Movate
• Blog: Outcome-based business engagement models in CX services
• Web: Movate Directly OnDemand
• Blog: Conquer The E-commerce Volume Surge this Holiday Season with Gig Support!
• Blog: Empathetic Support Through a Gig Support Model
• Blog: From Fixed to Fluid: The Contact Center of the Future
• Infographic: The shift to a fluid model of the contact center

In light of evolving customer expectations and purchasing patterns, companies are devising distinctive strategies and solutions for improving customer experiences. An emerging trend in the customer service space is freelance customer support. It is changing the way organizations operate and engage their customers, by creating manageable, customer-oriented, and inexpensive solutions. A report on the gig workforce in India estimated that in 2020–21, 77 lakh (7.7 million) workers were engaged in the gig economy as freelance customer support professionals. They constituted 2.6% of the non-agricultural workforce or 1.5% of the total workforce in India. This workforce is expected to expand to 2.35 crore (23.5 million) workers by 2029–30. The gig economy, characterized by freelance, independent workers, short-term, or OnDemand customer support, has gained significance in recent years. This trend has spread to customer support as well, as various companies employ people on a contractual basis to address customers’ concerns, provide technical assistance, and address services’ other needs.

Establishing successful freelance support services

To effectively implement freelance support services, businesses should consider the following strategies:

• Efficient routing: Map processes to resource types, using gig-based experts for product-specific queries and traditional teams for CRM access. Shift from traditional to on-demand support as the gig ecosystem matures.
• Quality talent sourcing: Source temporary staff in customer service from reliable platforms, alpha users, or community forums to ensure high-quality support. This approach facilitates quick assessment and faster onboarding with minimal training.
• Incentivizing performance: Motivate gig workers through incentives like financial rewards for high CSAT scores and positive peer reviews to maintain performance and quality.
• Leveraging technology: Utilize automation in onboarding, QA, and payments to integrate gig workers with traditional models, achieving a balance of stability and scalability.

The future of freelance support services

While the concept of freelance support services professionals is still relatively new to many industries and business models, it is quickly gaining popularity in many areas, including customer support systems. The use of AI/ML, automation, and enterprise-grade GenAI is helping businesses scale their operations to unprecedented levels. These part-time support services can be operated from various locations that have Movate delivery centers such as India, USA, Colombia, and Costa Rica, as these locations provide many advantages as far as skilled personnel and costs are concerned. Considering the flexibility, skills, and competitive pricing that gig workers have to offer, companies are likely to transform their customer support services to impart greater customer satisfaction. As customer support transitions to freelance support services, it signifies a new era in customer support.

Related Information

• Blog: Conquer The E-commerce Volume Surge this Holiday Season with Gig Support!
• Case Study: Gig Support Increases CX for an American 3D Design
• Report: TSIA and Movate Co-Author a Report on Leveraging the Power of the Gig Economy
• Blog: Harnessing the expertise of gig peer experts
• Glossary: Pay-per-Resolution (PPR) Model Consulting – Movate
• Blog: Outcome-based business engagement models in CX services
• Web: Movate Directly OnDemand
• Blog: Empathetic Support Through a Gig Support Model
• Blog: From Fixed to Fluid: The Contact Center of the Future
• Infographic: Fluid Contact Center Model: Shifting Dynamics
• Award: TITAN Business Awards 2024: Movate wins Platinum

The gig economy is not a new phenomenon. It is as old as the economy itself. It refers to the practice of taking the support of contract staffing in customer service on a need basis. With advanced technology supporting remote work from varied locations, the gig workforce has spread to cover even the most technical jobs. From customer support to technical assistance, this mode of staffing is changing the way we work in the 21st century. Research highlights the growth of the gig economy. As per reports by Business Research Insights, the global gig economy market size was $ 355 billion in 2021. This market is expected to reach USD 1,864.16 billion in 2031, exhibiting a CAGR of 16.18% during the forecast period.

3. Flexibility and scalability: Contract staffing in customer services is one of the most flexible work arrangements. Businesses can scale up or down based on their needs, maintaining agility and competitiveness in today’s dynamic market environment. This arrangement allows businesses to manage resources efficiently, helping avoid the costs of managing a full-time workforce during lean periods. This is especially helpful for organizations that are likely to have fluctuating demand or unpredictable order increases such as in the case of the holiday season. It also enables a firm to respond more effectively to the changing market conditions with outcome-based models of employment.
4. Enhanced productivity and efficiency: By outsourcing support tasks to contract staff in customer service, businesses can free up internal resources to focus on core activities. Gig workers often bring specialized skills and expertise to the table. Whether it’s customer service, technical support, or administrative tasks, businesses can tap into a diverse pool of talent to address specific needs and easily adapt to fluctuations in workload. This opens up the prospects of enhanced productivity and efficiency because certain functions are performed by specialists who are most likely to do them in the shortest time possible and in the best way possible.

Additionally, many gig workers operate on flexible schedules, allowing businesses to provide round-the-clock support. This can be particularly beneficial for companies with a global clientele.

The future of contract staffing in customer service

It has been seen that the technological development and the globalization processes that take place in the world in the present day have led to the significant development of the gig economy. The advancements in artificial intelligence (GenAI) and automation will probably not only boost the efficiency of gig support services but also offer an opportunity for more multifaceted and diversified responsibilities to be outsourced. Moreover, with many people shifting from traditional working spaces and engaging in work from home, work from anywhere, and hybrid working circumstances, the talent pool in gig support services companies is likely to grow.

Thus, the flexibility of companies utilizing freelance support services all over the world has revolutionized diverse business operations most cost-effectively. Contact center outsourcing enables organizations to increase the efficiency of their business, and gain access to expertise from anywhere in the world. It also helps them to successfully adjust to the shifts in the marketplace. Gig support services are already a reality, and, with that, the future of work lies in its promising prospects.

Related Information

• Report: TSIA and Movate Co-Author a Report on Leveraging the Power of the Gig Economy
• Blog: From Fixed to Fluid: The Contact Center of the Future
• Report: Redefining Business Engagements with Outcome-based CX Models
• Case study: Harnessing the expertise of gig peer experts to support
• Report: TSIA and Movate Co-Author a Report on Leveraging the Power of the Gig Economy

As the gig economy evolves, it has reshaped the traditional employment model, extending its branches far beyond its initial roots. This evolution has significantly impacted the customer service space, ushering in the era of global gig-based support. This model utilizes the vast network of gig peer experts worldwide, bringing a dynamic edge to businesses aiming to meet modern consumer demands. Gig peer experts are skilled, temporary workers, including independent contractors and freelancers, who leverage their firsthand product experience to offer on-demand, project-based support. In an age where customer interactions can make or break a business, global gig-based support emerges not just as an option but as a crucial component of a contemporary strategy.

• Enhanced customer experience: Utilizing gig peer experts who are genuine users of the product transforms the customer support process into a more personal and effective experience. These experts bring real-world understanding and empathy to each interaction.

Although innovative, global gig-based support models are not without their share of challenges (like quality control, training, security and privacy), the benefits seem to override them.

Careful planning and process mapping can establish clear guidelines and expectations for gig peer experts. Rigorous vetting ensures only qualified experts are chosen, and with advanced technology, training and integration can be streamlined, ensuring consistent and secure support services.

Related Information

• Report: TSIA and Movate Co-Author a Report on Leveraging the Power of the Gig Economy
• Infographic: The contact center of the future
• Blog: Conquer The E-commerce Volume Surge this Holiday Season with Gig Support!
• Blog: Why and how to utilize Gig-enabled customer support
• Case study: Gig Support Increases CX for an American 3D Design
• Blog: Harnessing the expertise of gig peer experts
• Glossary: Pay-per-Resolution (PPR) Model Consulting – Movate
• Blog: Outcome-based business engagement models in CX services
• Web: Movate Directly OnDemand
• Blog: Empathetic Support Through a Gig Support Model
• Blog: From Fixed to Fluid: The Contact Center of the Future

The business world is a treadmill that never stops accelerating. To stay ahead, companies need to be nimble and innovative. That’s where the exciting world of the gig economy comes in, and it’s undergoing a fascinating transformation!  Forget simply paying for hours worked – a new approach is taking center stage: outcome-based gig services.  This isn’t just about efficiency; it’s about motivating talented individuals to achieve their best and deliver exceptional results. It’s a win-win for businesses seeking adaptable, results-oriented talent and for those who thrive in the flexibility of contract work. Ready to embrace this exciting shift? Let’s dive into the possibilities!

Statistics paint a compelling picture. According to a 2023 Forbes report, 72% of businesses plan to adopt outcome-based models for gig workers within the next three years. This shift suggests a growing focus on results over hours worked, potentially leading to a more productive and engaged gig workforce.

Examples of outcome-based gig services

Several industries are embracing outcome-based models. Here are some real-world examples:

• Customer service: Gig peer experts could be rewarded for resolving customer complaints within a set timeframe or achieving high customer satisfaction ratings.
• Marketing: Gig workers could be tasked with increasing website traffic by a specific percentage or generating a set number of qualified leads.
• Content creation: Writers could be paid based on the number of website visitors their articles attract or the social media engagement they generate.

These are just a few of them and there are countless more out there. It will be interesting to see that, with increasing advancements in technology and the integration of collaboration platforms, even more diverse forms of application of outcome-based gig services will occur in the future.

Challenges and considerations

Outcome-based models are a real game-changer but existing challenges need to be overcome. There is a need to establish realistic objectives and equitable means of compensation so that everyone is encouraged to work harder. Ensuring quality work is also crucial. Don’t forget about the gig workers themselves! Building a supportive community and offering resources can go a long way in this new work environment.

The future of work: A Hybrid Model

The future of work is poised to embrace a hybrid model, with traditional full-time employment coexisting alongside outcome-based gig services. The rise of outcome-based gig services is creating a two-sided win. Companies tap into a broader pool of talent, while individuals shape their work around their goals. Gartner forecasts that a third of the global workforce will be independent by 2025. Outcome-based models are fueling this shift, paving the way for a more flexible and results-oriented work landscape.

Beyond the clock: Rewarding results, not hours

The traditional gig economy is getting an upgrade. Outcome-based models reward gig workers for achieving results, not just hours. This benefits both businesses (who pay for success) and workers (who control their earnings). Platforms like Directly OnDemand are leading the charge, bringing together the reliability of full-time agents and the flexibility of thousands of gig experts across the globe to transform CX and help brands scale and be future-ready. Given the exponential progress of technology in today’s world, one can anticipate that outcome-based gig services will soon be the future phenomenon of the flexible workforce.

Related Information

• Report: TSIA and Movate Co-Author a Report on Leveraging the Power of the Gig Economy
• Web: Movate Directly OnDemand
• Blog: Conquer The E-commerce Volume Surge this Holiday Season with Gig Support!
• Blog: Harnessing the expertise of gig peer experts to support
• Blog: Empathetic Support Through a Gig Support Model
• Blog: Gig Support Increases CX for an American 3D Design
• Blog: Why and how to utilize Gig-enabled customer support
• Glossary: Pay-per-Resolution (PPR) Model Consulting – Movate
• Blog: Outcome-based business engagement models in CX services
• Blog: From Fixed to Fluid: The Contact Center of the Future
• Infographic: Fluid Contact Center Model: Shifting Dynamics

The landscape of customer support services is undergoing rapid transformation to meet changing demands and technological advancements. At the forefront of this transformation is the emergence of a pay-per-resolution model in gig support services. These services pivot from traditional, often rigid support structures to flexible, outcome-based models that prioritize efficiency and effectiveness.

Here’s how Movate defines this term: A pay-per-resolution payment model allows the technological service provider to bill the customer only for the tickets or cases that are received. In such a model, the emphasis would be on achieving desired outcomes or resolutions rather than the time spent or the volume of transactions. The client is relieved of the obligation to pay an hourly/FTE/Transaction fee in addition to the cost of hiring additional agents or associates. For the client, this is an affordable invoicing solution that guarantees the best use of resources.

The gravitation towards gig peer experts has also brought about a paradigm shift in the realm of customer support services. Through leveraging the diverse and specialized skill sets of a global network of gig peer experts,  businesses can offer scalable, hyper-personalized, and on-demand support for customers.

Why should you make the shift to an outcome-based model?

The pay-per-resolution gig support services offer a trio of remarkable benefits that redefine customer support dynamics. Firstly, it significantly boosts customer satisfaction and loyalty by providing solutions that are directly tailored to achieve specific outcomes, with expertise drawn from a pool of gig peer experts. This approach ensures that resolutions are not only accurate but also directly aligned with customer expectations.

Outcome-based models introduce an unparalleled level of flexibility and scalability into support services. Organizations can dynamically adjust their support capabilities to match current demands without the burden of fixed overheads associated with full-time staff. This means that businesses can scale up or down with ease, responding in real-time to seasonal demand fluctuations (like peak shopping seasons or holidays).

 The model offers cost-efficiency by shifting the payment structure from time-based to solution-based. By paying exclusively for resolved issues, companies ensure that their financial outlay is directly proportional to the value received.

To choose the proper support approach for your company, it is critical to carry out an in-depth analysis of your business’s internal needs, what your customers anticipate, and how adaptable your operations can be. It’s crucial to assess whether your specific service issues can be effectively managed through a gig model. This approach offers flexibility and access to specialized skills on demand, making it suitable for businesses looking for scalable and flexible support to meet varying customer needs.

Directly OnDemand is Movate’s unique gig customer support platform that harnesses passionate and knowledgeable freelance talent from across the globe who know, love, and are expert users of our customers’ products, to provide elevated yet empathetic support from a user perspective. A refreshing, new way for businesses to find and reward their most loyal users to provide an exceptional peer-to-peer support experience that complements clients’ in-house support centers. Directly OnDemand offers a one-of-a-kind unique services model that blends gig experts, traditional support agents/experts, and world-class AI/automation platforms. It delivers boundless flexibility and the scale of the gig, benefits of intelligent automation, and stability of full-time traditional support agents, all while driving industry-leading CSAT.

Related Information

• Report: TSIA and Movate Co-Author a Report on Leveraging the Power of the Gig Economy
• Infographic: The Contact Center Of The Future
• Glossary: Pay-per-Resolution (PPR) Model Consulting
• Blog: Outcome-based business engagement models in CX services
• Web: Movate Directly OnDemand
• Blog: Conquer The E-commerce Volume Surge this Holiday Season with Gig Support!
• Blog: Empathetic Support Through a Gig Support Model
• Blog: From Fixed to Fluid: The Contact Center of the Future

In today’s highly competitive and fast-paced global business environment, organizations need to be nimble. They need to constantly innovate and adapt new technologies, to increase efficiency and productivity.  One of the most prominent approaches for achieving cost savings is outsourcing to external firms.  Some of the top countries of choice, for outsourcing operations are the USA, India, the Philippines, and Costa Rica. Outsourcing to the USA, the world’s largest national economy offers a plethora of benefits.

When it comes to sourcing from US-based companies (with US BPO workers), companies will need to make a multi-pronged strategy.  

First, they will need to evaluate their goals and objectives. Companies can then define domains of their operations that are unique to the USA and are beneficial to the business if outsourced. These could be anything from client service, and IT service to research and development, and finance as well. It can also relate to whether it needs to be inbound call center services or outbound call center services.

Second, a careful assessment of the prospective suppliers is important. Businesses should look at the aspects of competence, experience, audit history, work culture, and costs while choosing a partner.

Additionally, communication should be a prime focus among the partners. Effective communication that occurs regularly between the outsourcing partner as well as the business is the foundation of their success. This entails comprehending the key parameters, writing a robust brief document, and maintaining communication between all parties concerned.

Besides, any organizational investment in building up the right relationships with the outsourcing call center services partner should not be neglected. An effective strategy, on the other hand, will view all organizations as partners and work with them in the direction of mutual goals, maintaining high standard of delivery and continuous innovation essence.

The outsourcing market in the US

Outsourcing to the US-based companies with US call center workers not only is beneficial to the business in terms of access to a skilled and educated workforce but also a flourishing business environment. The robust legal framework, stable political climate, and a strong commitment to growth are huge factors that drive prosperity in the land of opportunities. The future trends for outsourcing call center services to the USA are also positive. As per Grand View Research, the US outsourcing market size was valued at USD 70.66 billion in 2022. This is expected to grow at a compound annual growth rate (CAGR) of 9.1% from 2023 to 2030.

Related Information

• Blog: Movate Wins Gold Stevie for Customer Service Outsourcing Provider of the Year 2024  
• Blog: From Fixed to Fluid: The Contact Center of the Future
• Infographic: Outcome-based engagements in CX services: A win-win strategy for all

The B2B sales environment has transformed dramatically in recent years, becoming more complex and demanding smarter conversion tactics. This shift is partly due to prospective customers who now thoroughly assess various options before committing. Consequently, outsourcing MQL to SQL conversion services to the right onshore partner within the US has become a differentiating factor in ultimately winning new clients. Efficiently transitioning MQLs to SQLs not only enhances the effectiveness of the sales funnel conversion services but also optimizes resource allocation, ensuring that sales teams focus their efforts on leads with the highest potential for closure.

Moreover, the rise in AI-powered solutions offering real-time analytics has revolutionized how leads are managed through the sales funnel. These technologies offer predictive insights into buyer intent, allowing for a more focused engagement strategy. As a result, businesses can optimize their MQL to SQL conversion rates by sourcing within the US, ensuring that their sales teams are focusing their efforts on leads with the highest likelihood of conversion.

Gartner research shows businesses that source over 40% of their leads from marketing experience higher conversion rates than others. In the US, companies are increasingly turning towards outsourcing solutions to streamline their MQL to SQL conversion services. This change in approach allows companies to take advantage of expert knowledge and the latest technological innovations, guaranteeing that leads are accurately assessed and carefully cultivated. By collaborating with specialists who possess sophisticated AI and machine learning skills, companies can enhance the effectiveness of their processes for converting leads. This approach not only enhances the effectiveness of sales efforts but also allows internal teams to focus on core competencies, driving growth and improving overall business outcomes.

Outsourcing MQL to SQL conversion services to onshore US-based companies demands a comprehensive framework to assess the lead’s conversion readiness. It entails a deep dive into behaviors, applying specific scoring methods, and engaging potential customers with precisely tailored content and interactions.

Tucked under a suite of Enterprise Product Services are Movate’s revenue acceleration offerings that help clients generate more business with less effort. Streamline, automate, and optimize various processes across your sales lifecycle. Revenue acceleration services cover from lead generation to lead conversion to create long-term ROI. Services cover lead generation, qualification, outbound sales, lead nurturing, lead conversion, cross-sell, up-sell, and order management.

Related Information

• Web: Movate’s revenue acceleration services
• Report: Movate is a Leader in the NelsonHall NEAT 2024 report on CX Services Transformation
• Blog: Movate Wins Gold Stevie for Customer Service Outsourcing Provider of the Year 2024
• Blog: Forrester Business Process Outsourcing Services Landscape Report Recognizes Movate

 In a tech savvy world, satisfied and loyal customers are remnants of a good business. As companies compete to provide the best service through online and mobile channels there has been a phenomenal increase in the outsourcing of digital customer experience services. Outsourcing digital customer experience services to US-based companies offers numerous benefits that allow companies to gain a competitive edge in a constantly changing and expanding market while also creating unparalleled digital experiences for customers in the future. A recent survey report by Polaris market research indicated that the global customer experience outsourcing market size was valued at USD 93.12 billion in 2023. This market is anticipated to grow from USD 103.84 billion in 2024 to USD 250.65 billion by 2032, exhibiting a CAGR of 11.6% during the forecast period.

This includes addressing customers’ questions, problems, and issues regardless of the geographical location or time zone differences. Moreover, outsourcing helps a firm maintain a core of employees with a high level of organizational flexibility to respond to seasonal or unpredictable changes in customer demand. Outsourcing to companies located in the USA or nearshore US can help expand their operations faster to meet the demand for services during peak times, which may also increase in volume, without compromising quality of the services delivered.

Outsourcing digital CX: A bright future ahead

Moving forward, and despite the current challenges, outsourcing digital customer experience services to onshore US-based companies is likely to show a promising trend. The future of AI in customer experience suggests that the ways in which digital channels can be used to improve customer experiences are practically endless. Artificial intelligence has started to redefine customer care. It has minimized the response time while at the same time offering customers tailor-made services from chatbots and virtual assistants.

In addition, continuous improvement in machine learning and predictive analytics will seek to improve the ability of outsourcing providers to predict customer needs and expectations. Such technologies allow businesses to identify risks and initiate contact with customers to provide recommendations or fix problems as they arise, in a user-friendly way.

Another important trend in the digital customer experience outsourcing industry relates to the blurring of digital and physical worlds. Customers now encounter varying touchpoints in their purchasing experience, and a brand’s offerings should transition seamlessly from one touchpoint to the next. Outsourcing partners like Movate in the USA, nearshore countries, as well as other locations like India, Philippines and Costa Rica have the experience to combine digital and traditional channels of communication for customer services to present a coherent experience.

Related Information

• Report: Forrester Business Process Outsourcing Services Landscape Report Recognizes Movate
• News: Movate named a Leader in NelsonHall CX Services Transformation 2024 NEAT Evaluation
• News: Movate Acquires TSD Global