Forrester Webinar: The Uberization of Customer Support


Posted by Forrester

The Uberization of Service Provides New, More Flexible Labor Models


This research explores how and why customer service executives and digital business leaders should incorporate freelance work into their support operations and start planning now for the Uberization of customer service.

Key takeaways include:

- 35% of the U.S. workforce are now freelancers, and brands are finding their customer and partner ecosystems already have deep product expertise 

- Gig workers are viewed as more authentic, have experiential understanding, and choose problems they know they can solve

- The gig economy labor model has proven to reduce response times, lower the cost per interaction, and tap into a new and better educated talent pool