Limitless - Sales or Customer Service Solutions Technology Partner of the Year

Company: Limitless
Company Description: Limitless is a GigCX platform, combining crowdsourcing and AI to help global businesses address their biggest customer service challenges – rising costs, increasing attrition, variability in demand and the need for diversity. Global brands are using Limitless’ SmartCrowd™ technology to connect with their most engaged customers and reward them for providing on-demand customer service.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Sales or Customer Service Solutions Technology Partner of the Year

Nomination Title: Elevating GigCX®: How Limitless is turning passionate brand advocates into extraordinary customer experiences to re-define customer service and experience

Limitless GigCX provides a unique way to deliver on-demand customer service. Our technology platform enables enterprises to transform their most knowledgeable, passionate, and empathetic product experts into gig customer service (GigCX) experts.

Roger Beadle and Megan Neale founded Limitless to bring gig to CX and have a long history of excellence in customer service. As equity directors in a leading high-growth contact center outsourcing business, they’ve provided outsourcing for top global brands.

In 2016, the pair recognized an even better opportunity to build a sustainable business, well-positioned to transform the customer service industry for the greater good.So, they sold their company to Hinduja Group and founded Limitless. Combining gig crowdsourcing and AI to help businesses address their biggest customer service challenges – rising costs, increasing attrition, variability in demand, and the need for diversity - the Limitless platform is backed by Genesys, Uniliver Ventures and Redline Capital.

Organizations route enquiries through the Limitless platform, which distributes them to knowledgeable GigCX experts who are paid per task for resolving questions. Brands like Microsoft, Unilever, eBay and L’Oreal are using Limitless GigCX to connect with their most engaged customers, providing on-demand customer service that can flex in line with demand.

-Microsoft became a Limitless customer in 2019. Microsoft can instantly connect with GigCX experts who provide instantaneous support. The cost savings recognized have been re-invested in Microsoft’s workforce to improve productivity.

-In 2020, Zwift partnered with Limitless for GigCX support as its global online fitness fanbase surged amid COVID-19. Within months, GigCX had dramatically reduced customer service costs by 44%.

-In 2020, with Limitless, eBay created a GigCX Seller Support engagement model to support less experienced Sellers. eBay curated GigCX crowds of eBay expert sellers to provide high-quality responses quickly. CSAT scores went from 4.0/5 to 4.6/5, average response time went from <30 min to 3 min, and resolution rate targets of >80% resulted in 98% resolution rates.

-In 2020, Limitless released its GoodGig® Charter, sharing its principles to create a better, more fair working environment for gig experts.

-In 2021, Limitless announced a technology partnership with Genesys to combine the comprehensive contact center capabilities of Genesys Cloud with the Limitless GigCX platform.

-In 2021, Nissan and Limitless announced the launch of GigCX peer-to-peer support for pre-sale queries for the Nissan LEAF.

-In 2021, Sage reported that over 15,000 interactions had been received by Sage GigCX experts on Limitless. These interactions have an 88% resolution rate and an average 94% CSAT score. Customers report queries answered 53% faster by GigCX experts.

-In 2021, L’Oreal deployed Limitless, reporting that many of its GigCX experts are earning on the platform after experiencing income loss due to COVID-19 circumstances.

Just as gig has transformed transportation, food delivery, and goods delivery, GigCX is radically changing the way businesses provide service for the better. Since its launch in 2016, Limitless has played a key role as the original GigCX® platform provider (Limitless coined the term ‘GigCX.’) Limitless is the longest-standing and largest GigCX platform provider, with the largest GigCX expert base across 34 countries.

After raising $6.75m in series A financing in 2019, in 2021 Limitless secured $10m in Series B financing, helping to continue its dedicated growth in the US market and focus on product development - particularly surrounding routing, automation and AI to augment the strengths of humans.

While COVID-19 saw many businesses face massive disruption, Limitless proved the value of GigCX in maintaining business continuity during the pandemic. Dedicated to helping businesses maintain resilience, Limitless and GigCX also opened up new possibilities for flexible working. Its research demonstrated:

-On average, brands using Limitless versus traditional customer support methods see a 20% higher Customer Satisfaction Score and at least 100% faster response times. Costs per case are about 30 - 50% cheaper.
-Limitless GigCX experts are resolving 85%+ of inquiries within customers’ first contact.
-Limitless GigCX experts consistently deliver CSAT scores of 4.5 (out of 5) and above.
-85% of Limitless GigCX experts say it has had a positive impact on their mental wellbeing during the pandemic.
-76% of Limitless GigCX experts say GigCX has introduced them to new skills including communication, problem-solving, and time management.

At Limitless, we are big believers in communications and speaking to our users, hence our annual research study and GigCX reports, released in both 2020 and 2021. We are currently working on the 2022 report.

The goal of our research is also to understand the motivations for GigCX. What we found is that although people are interested in flexibility and the freedom to earn money on their own terms, GigCX has another added benefit to other gig models. Experts are genuinely interested in helping people using their own knowledge for brands they love.

As we spoke to our crowd of Experts and CX leaders, what we also saw is that they are handling more complex and higher value enquiries that can’t be automated - where customers need guidance, reassurance or the opinions of others to solve their pre-sales and support enquiries.

The 2020 GigCX Report: The first annual GigCX report looks at the explosive rise of GigCX in 2020. The report features insights from leading figures in the CX world including Aileen Alkins (CVP Customer Service and Support, Microsoft, 2016-2020), Sue Morris (Vice President, Global Support, GitHub part of Microsoft) and others.

The 2021 GigCX Report: The 2021 GigCX report features insights from 15 global CX leaders from brands such as Microsoft, Genesys and Deloitte, and the results from our survey of over 600 GigCX Experts.