Directly

Directly, now part of Movate, is a company that provides on-demand customer support solutions. Their platform leverages a network of thousands of freelance experts with deep product and technical expertise. This approach aims to provide a cost-effective and flexible alternative to traditional contact centers, enabling companies to meet surges in customer support volume, access specialized skills, and improve customer satisfaction (CSAT) scores.

Directly's platform combines AI and machine learning with human expertise. It can automatically serve answers to repetitive questions, route inquiries to the most qualified experts, and provide performance-based compensation to those experts. The company boasts integrations with leading CRM platforms and messaging applications, ensuring seamless integration with existing customer service infrastructure. Directly's approach to customer support is designed to be scalable, efficient, and adaptable to the evolving needs of modern businesses.

Directly offers its employees a flexible work environment. They primarily hire independent contractors, who are able to set their own hours and determine their own patterns and methods of work. This allows experts to manage their workloads and hours to suit their lifestyles and to indicate changes in their availability through the Directly platform.

Directly, now part of Movate, provides on-demand customer support solutions that leverage a network of qualified experts and AI-driven automation. They aim to help companies reduce contact center volume, boost customer satisfaction (CSAT), and save millions per year by providing flexible and scalable support options. Directly's platform identifies, screens, and onboards experts, routes customer inquiries to the most qualified individuals, automates responses to frequent questions, and rewards experts based on their performance.

Directly promotes a culture of collaboration, innovation, and customer-centricity. They emphasize a flexible work environment, fostering a network of independent experts who are passionate about their fields and dedicated to delivering excellent customer service. This is reflected in their pay-for-performance compensation model, which rewards experts for their knowledge and expertise, and in their commitment to building a diverse and inclusive community of experts.

Directly's approach to diversity, equity, and inclusion is built on a foundation of harnessing diverse talent and promoting a culture of respect and belonging. The company sources, screens, and onboards a diverse network of independent experts, valuing their unique skills, experiences, and perspectives. This diverse workforce contributes to the company's ability to provide high-quality customer service for a wide range of clients and customers.