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Gig Economy

What You Missed from the Marketplace Risk Conference

John Zanzarella
June 6, 2019
What You Missed from the Marketplace Risk Conference

It goes without saying these days that compliance is a key component of a sound business and not a “nice to have” anymore. Regulators like the CFPB and the FTC don’t discriminate between growing and established businesses when it comes to compliance and protecting consumers. When rules are broken – knowingly or not – the business and its management always pay the price. For marketplace players, including those in the sharing, gig, on-demand, peer-to-peer and collaborative economy like Instacart, Sittercity, Lyft and AirBnB, compliance adherence is comprised of user safety and trust, permits and background checks, as well as marketing and sales compliance.

Mitigate Risk with Technology

With the ever-growing compliance considerations of the marketplace ecosystem, how can an organization keep up and ensure that they are staying within the regulations? The answer: RegTech. Regulatory technology is both cost-efficient and able to identify and mitigate the challenges in managing compliance risk. At PerformLine, we built the leading sales & marketing compliance platform that features full crawling and discovery capabilities, real-time risk analytics, workflow & remediation tools. Our technology monitors across all channels of supply-side and demand-side recruitment to ensure regulatory and brand compliance for players in the marketplace ecosystem. This includes: all web traffic (job sites, blogs, affiliates, etc.), contact centers, chat, email and social media.

PerformLine is no rookie when it comes to the sharing, gig, on-demand, peer-to-peer and collaborative economy. We work with one of the largest ridesharing companies to help them mitigate their risk and ensure brand safety across several communication platforms.

It’s no secret that regulations have increased significantly for the gig economy, and will only continue to increase over time. It’s important, now more than ever, for the gig economy and other industries alike to anticipate and prepare for what possible regulations might come into play.

Ensuring Compliance on Social Media and the Web

Ensuring that your company is within regulations across all customer communication channels is vital in order to avoid costly fines and brand damage. Most recently, social media has become a big focus point for regulators as they start to crack down on social media influencers. The FTC mandates that influencers should clearly disclose their relationships to brands when endorsing products through social media. The FTC went as far as issuing Endorsement Guides suggesting no ambiguous messaging regarding the relationship and incentivization for the influencer to publish specific advertisements on behalf of the brands they are partnered with.

The gig economy players also face scrutiny pertaining to WEB published marketing and sales content for the acquisition of new users or representatives of their platform. A RegTech use case is predicated around PerformLine’s ability to monitor a brand’s web presence in their recruiting and referral efforts for new users and workers via affiliates and job boards. Our software crawls both known and unknown domains on the web to identify the presence of required disclaimers or find banned language often used in the recruitment of gig workers and may be considered deceptive or misleading around earnings, hourly limits, employment, payment frequency, etc.  

Monitoring Calls and Messages

From a brand reputation standpoint, it’s important to monitor calls and messages. Speech Analytics tech can help discover script adherence misses from a compliance or customer service standpoint, identifying opportunities for agent coaching to provide the customer the best possible experience – leveraging tech to be a competitive advantage while aiding to adherence of regulatory issues.  

Omni-Channel Coverage with PerformLine

Monitoring marketing and sales communications across all interaction channels is vital to ensure compliance, including on the web, calls, messages, emails, and social media. Utilizing RegTech like PerformLine’s multi-channel platform can help large companies in the gig economy and beyond discover and monitor their brands across all five of these platforms and maintain compliance at scale. Want to learn more about how PerformLine can help mitigate risk? Speak to an expert today.

author avatar
John Zanzarella SVP of Sales
John Zanzarella is the SVP of Sales at PerformLine.

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