Go back to Blog
If you’ve heard about us in the past, odds are good that you’ve heard about our customer service and technical support services. We’ve become really well-known for these services, and are proud of our strong brand image. But we also have other services we provide for our customers, with great results, that are just as high quality and a little lesser-known. One of these is our content moderation service.
We offer real-time comment moderation services, image moderation services, and live streaming video moderation that cover social networks, blogs, apps, forums, chatrooms, proprietary customer channels, and more. Our teams of moderators identify and remove offensive content, and keep your website, social media channels, and communities safe and positive. Here’s a look at how this works, and what you’ll be getting if you engage with us this way.
Social Media
Depending on who you ask, social media is either a blessing or a curse. Whether you love it or hate it, the fact remains that social media is deeply ingrained in society today and has many applications as a business tool. And if your company maintains one or more social media profiles, your brand image is at risk if any inappropriate content ends upon them. So, our skilled teams monitor, moderate and manage your official and brand-related social media streams.
But did you know we go several steps further? We also measure customer sentiment through your social media channels and use this to give you value-added insights into the conversations taking place and the overall feelings customers have about your brand. Our content moderation teams implement community engagement campaigns, as well, to make sure your followers and friends stay interested in the content you’re sharing.
Not only do we protect you from offensive or damaging content, but we also make sure you stay in lockstep with your customers on social media.
User-Generated Content (UGC)
Second, more regulations usually mean you’ll have more customers asking more questions. Especially if your industry’s governing body has recently put new standards in place and this has disrupted the status quo your customers expect, you’ll likely face some confusion and complaints. The best way to deal with this is to prepare for it. Train your team on how to handle tough questions, and how to explain the regulations you’re complying with (and why they’re important).
Then, make sure customers have easy and quick ways to reach your customer service team. The last thing you want to do is put them through a circuitous path that will take up more of their time and not end in satisfactory answers. Consider enabling your website with live chat, if you don’t have that in place already, and make sure you have enough representatives to respond to customers via live chat, email, and the phone. If you need more customer service agents, even for a short period of time, we can get you set up with the right amount for the right time frame.
Also, give your customer team enough autonomy to help soothe customers’ worries as much as possible at the moment they’re speaking with them. They can’t bend the rules and your brand can’t afford to ignore regulations, but maybe your customer service representatives can grant a simple request to a frazzled customer on chat or give an angry caller a small discount. Even little gestures can go a long way in building goodwill with customers who may not be at their happiest.
Reports have shown that content created by everyday individuals is 35% more likely to influence purchase decisions, retention, loyalty, and brand awareness. But allowing user-generated content also opens your company up to vulnerability through inappropriate content or cyberbullying.
When you outsource your content moderation management to us, we comb through your blogs, forums, review sites, and other content channels to ensure that all user-generated video, audio, and imagery are appropriate and positive. Our team catches sensitive posts long before your followers ever are exposed it, and long before your brand could be damaged by it.
Multilingual and Contextual
Did you know that our content moderation services are active around the clock, 24/7? Or that they’re available in more than 35 languages? These key differentiators make it so you never have to worry about downtime or a language barrier coming in the way of your content is kept clean.
Our teams also have considerable training and experience with a variety of cultures, so they understand the context of comments across different cultures. This enables them to catch content that other providers might overlook.
All of these elements of our content moderation service aren’t extremely well-known, but perhaps the best-kept secret of all is that we have a 97% average quality score in this area. We’re very proud of this and eager to show you the difference this can make in your online communities and brand image. Contact us to learn more.
