CUSTOMER STORY
Upwork offers stability to freelancers through its online community
When a global crisis impacts freelancers, Upworks community provides a place for communication and guidance.
EXECUTIVE SUMMARY
Boasting 18 million freelancers from over 180 countries, Upwork is the world’s largest work marketplace for freelancers and businesses. With such an expansive reach, the likelihood that groups of Upwork’s user base may be impacted by global events, such as conflicts or natural disasters, is significant. In these situations, members need consistent updates and adept support to help them navigate effectively.
By positioning its community as a pivotal hub for communication and guidance, Upwork successfully minimizes the frequency of crisis-related posts and support tickets — offering reassurance and stability to users amidst uncertainty.
“Major world events, such as wars or hurricanes, often have a devastating impact on our freelancers and businesses. It’s our job to clearly communicate these crises, share updates, and provide guidance for our members.”
– Stan Gromer, Director, Community at Upwork.
