3 Simple Ways to Find Effective Content Moderation Company

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3 Simple Ways to Find Effective Content Moderation Company

Social Media Moderation is no longer a value addition to your social media account; it has become a necessity. After all, the reputation of your business is at stake! With each business relying on the digital platform for connecting with their customers and driving sales, what content is available on these platforms can make a huge difference to your brand image.

Content Moderation can look like a simple task from the outside. But it takes considerable time and effort to have an efficient moderation system in place. Hence, only the reliable professionals handle this service who have experience and expertise in online content moderation. However, choosing the right online content moderation company is as important as the moderation itself.

How to Choose a Company That Provides Content Moderation Services Effectively?

Finding the perfect company that can handle social media content moderation for you is the first step to achieve a safe and trusted online platform for your customers. There are a lot of content moderation service providers in the market. What you need is to choose one that best fits your business needs. Below are the three things you need to look at for selecting the company that best suits your requirements.

1.    Check if the company you are hiring has a good focus on content moderation services.

The first and foremost thing you need to consider is whether the company has enough experience in handling content moderation services. Also, the company needs to have a proper focus to ensure seamless and efficient moderation. This demonstrates by their policies in ensuring quality services. Generally, companies that have a good and robust training model for their agents are a good choice.

A thing to look out for is whether the company has dedicated staff for social media content moderation. Since this work requires a special skill set, people who are hired and trained specifically for this work are more likely to do an efficient job.

2.    Make sure you know your business requirements well.

It is very important to know what specific services you need in the social media content moderation for your business’ platforms. On a wider level, you need to know answers to the below questions:

  • What kind of content do you need to be moderated? (For example – comments, posts, blogs, etc.)
  • How many platforms do you need to be moderated? (For example – community pages, social media accounts, etc.)
  • What is the volume of user generated content that is posted on your online platforms?

Ideally, you need a company that seeks answers to these pertinent questions and then works towards providing you with the best solution for all your needs.

Also, a good thing to look at is a company that provides you a scalable solution. As your platform becomes a trusted place, user engagement, and thus user generated content on the platforms will increase. Thus a model that can be quickly ramped up to help you keep up with the incoming volume should be your focus.

3.    Check the moderation methods that the company has experience in.

Many companies rely on AI software for content moderation. While this works to a certain extent, it is not a foolproof system. Apart from automated moderation, there is also a method called Pre-moderation, where the content submitted by the users is checked by the moderators before it is allowed to be displayed on the online platform.

Similarly, Post-moderation is when the content is immediately posted when the users submit it; The moderators then review to check for anything that does not comply with the regulations. There is also a reactive method of moderation where users report when they find that the content is not appropriate and the moderators take action accordingly.

By understanding the kind of moderation that you need, you should then check to see whether the company you are hiring has adequate experience or proven experience in it. What you need is a company who provides resources trained in manual social media content moderation. Depending on the type of user generated content you receive, a combination of software-based and manual services can work well for you.

Other Considerations while looking for Social Media Moderation Company

Very Low Pricing: You obviously want services that do not burn a hole in your pockets. But remember that a service that is too cheap might not always provide the best quality. You need to find a company that has a demonstrated capability to provide quality at affordable prices.

Data privacy regulations: Also, remember that every country has its own laws and regulations for data privacy and protection. The people you hire for content moderation should be able to quickly adjust and adapt to the concerned policies and adhere to the guidelines associated with data privacy and security.

Effective Social Media Content Moderation Made Easy

Social Media Moderation is an indispensable aspect of having a digital presence in the market. Through effective Content Moderation Services, you can help build your brand’s reputation and create a healthy communication channel for your customers.

WOW Customer Support comes with proven expertise in the field of Online Content Moderation. We have a well-trained staff that can efficiently handle the moderation services for you. We are dedicated to providing effective solutions that work in line with your business goals.

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Decisions to Make While Hiring Content Moderation Services

13 Reasons Why Social Media Moderation is Important

Decisions to Make While Hiring Content Moderation Services

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Decisions to Make While Hiring Content Moderation Services

If you think that you need Content Moderation Services for the social media pages of your business, you are thinking in the right direction. Digital platforms are evolving, and users’ content generation on these platforms is increasing. But due to the relative anonymity that such platforms provide, spammers and negative social elements are also on the rise. This calls for stringent social media content moderation so that the platforms become safe and trusted places.

While Artificial Intelligence and automation are at their peak thanks to technological advancements, the technology still cannot help businesses automate the content moderation process. We still rely deeply on human judgment because of context, which is the most important thing that makes a difference between an algorithm and a human mind. This is why businesses require content moderators to monitor the content on their social media channels.

Why should you outsource content moderation services?

If you want professional content moderation services for your business, outsourcing the process can be the best option. Your employees may not be familiar with the content moderations guidelines. You may be confused about whether you should hire a moderator or outsource the process to a professional content moderation outsourcing agency. Outsourcing content moderation can be better than hiring an in-house moderator in many ways:

Access to professional content moderators

When you decide to outsource the content moderation to a content moderation outsourcing company, you get access to experienced content moderators. You can discuss your moderation needs with your moderators, and they will ensure that all the user-generated content on your online channels follows moderation guidelines.

Cost-efficient

Outsourcing content moderation services is a highly cost-efficient way as you don’t have to invest in the tools and technology required for moderation. Also, outsourcing can help in saving operational costs.

Get access to the latest tools

When you decide to work with a content moderation outsourcing agency, the moderators already have the latest tools and resources needed for the moderation to provide you with the best services. Further, these companies provide you with customized services according to your moderation needs.

Time-saving

When you outsource the moderation task to an outsourcing agency, you can free up your content creation team. As they don’t have to worry about moderation, they can work more efficiently to generate better for your business.

Choosing the right people for Content Moderation Services

Getting the right people for social media content moderation services is as important as the moderation itself. Since content moderation can be a very sensitive matter, it needs to be handled accordingly. There are also considerations about the laws and regulations regarding what is illegal, the data privacy of the users, and their freedom of speech. Hence, content moderation needs to be handled professionally and within permissible boundaries.

There are many content moderation outsourcing companies in the market that offer content moderation as a service. These companies provide content moderation packages at very competitive pricing to businesses to help them manage content online and keep the integrity of their brand across various platforms on the internet. And these content moderation outsourcing companies promise to provide excellent and efficient services at a very affordable cost. This can leave businesses like yourself confused. How do you choose the best fit for your requirements?

The answer isn’t simple or straightforward. However, knowing your own business goals and setting the correct expectations is the first step in making the right decision.

Here are some skills that you should look at when you hire a content moderation services provider for your business:

  •   Good Analytical skills: To effectively provide online moderation services, the content moderation outsourcing agency should possess good analytical skills, which require more than just evaluating information based on its face value. Some pieces of content may first seem harmful but can prove beneficial in the long term and vice versa. Hence, an online moderator should have a strong analytical power to evaluate if the piece of content is valuable or not.
  •   Critical Thinking: The most important roles of a content moderator are problem-solving and strategic planning. Hence, a content moderator should have good critical thinking skills to provide effective social media content moderation services. Additionally, a moderator should have a sharp eye for detail and a fast mind so he/she can catch every element in the content that seems inappropriate.
  •   Excellent Communication Skills: The content moderator should possess excellent communication skills so that he/she can clearly explain his strategies and justify what is required to be done for effective moderation of content for your business. It can be an added advantage if the moderator is multilingual and has great proficiency in languages in which your business wants moderation.
  •   Adaptability: The most important responsibility of a content moderator is to manage the information and piece of content on the internet to eliminate or minimize the damage from harmful content and to maximize the information that is focused on building brand reputation.

Decisions to make while hiring Social Media Content Moderation Services

It is always best to go into a hiring contract well-prepared. It helps you understand your requirements better and helps you convey to the content moderation service provider company what you need in a better way.

Understand what kind of user-generating content will be covered under content moderation. Users post content in the form of pictures, videos, and text. This content can be a powerful tool to gain insights into user behavior, trends, opinions, feedback, etc. The patterns portrayed by the user through content evaluation can be used to provide better products and services to the customers and also for planning efficient marketing strategies. At the same time, any negative content should be handled accordingly and removed if found objectionable or out of what can be described as healthy criticism.

Below are the primary decisions you need to make while hiring a company for online moderation services:

Decide if you want monitoring or moderation of user-generated content

Monitoring and moderation are two different things when it comes to online content. While content monitoring is done to get an understanding of user behavior online, moderation is a more effective and slightly intrusive way to keep a constant eye on the quality of the content. Under content moderation, user-generated content that is found to be objectionable or misleading can be removed, and the content poster can be issued a warning or prohibited from posting again if they repeat the act.

Decide how many accounts/pages need moderation

A major decision before you engage a company for social media content moderation services is to know how many accounts you need to moderate. It depends on your target audience and which platforms they prefer for engagement with your business. It also depends on your vision to expand the target audience and try out new platforms.

Decide on the rules of moderation suitable to your digital platform

It is important to define what to allow on your platforms and what to consider inappropriate and or objectionable that needs to be removed immediately. There can be a fine line between healthy criticism and offensive content. The better you define what is permissible, the efficiency and efficacy of content moderation services providers would be better.

Decide on the reporting format and frequency

It is best to know what details you expect in the report on content moderation and how often you expect it from your content moderation services provider. If you wish to collect data on user behavior and identify patterns, this becomes a very important consideration.

Think about scalability

When you make your online platform a safe and trusted place for your audience, you can expect a rise in user engagement and a better brand image. This means more user-generated content, which in turn means more work for the content moderators. When you choose to hire professionals for content moderation, you should know whether they have flexible plans and scalable solutions to cope with increased volumes of content.

Decide on what kind of moderation you need

There are various stages at which content moderation takes place. When users post content, moderation can occur before or after the post is updated on the online platform. Also, there is a reactive method of moderation where the moderators are called to attention by other users by flagging content they find inappropriate or irrelevant. Depending on the nature of the content that users post, you need to see which moderation stage, or a combination of them, works best for you.

Online Content Moderation – A Necessity

It would not be an overstatement that content moderation services have become an absolute necessity. An online platform, not duly moderated, can soon become a vulnerable place prone to misuse that can include misleading or even harmful to your users.

If you are looking for reliable Content Moderation Services, WOW can provide you with custom-made online moderation services. We have an excellent team who can work remotely to monitor and moderate your content round the clock. Our dedicated resources for Social Media content moderation can help you maintain a good reputation and brand image of your business.

Here’s how you can enhance Customer Service Strategies for your Business!

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Incredible Ideas to Improve Your Customer Service Strategie

Gone are the days when businesses were based merely on buying and selling products. With the dawn of the 21st century, business models have changed a great deal. The cut-throat rivalry in ever-expanding competitive markets has forced companies to establish healthy customer relations. For that reason, companies are focusing more and more on improving their Customer Service Strategies.

As a matter of fact, customer support services lie at the heart of any successful business model. However, it is also a reality that handling these services while looking after your flourishing business can become an uphill task. Under such circumstances, companies take help from some valuable practices such as Customer Support Outsourcing to make things keep working smoothly.

If you are also running a business and facing a similar situation, this blog is for you.

So, What Does Customer Support Service Mean?

As the name suggests, a customer support service aims to provide customers with assistance regarding the products and services of an organization. It works as a bridge between the company and its buyers.

According to research, 92% of people want to be treated with dignity while in day-to-day affairs. Therefore, in your bid to realize your dream of business expansion, make sure you make the perfect customer service strategies and customer support services your first priority.

Luckily, we have jotted down 11 high-yielding ideas to help you improve your customer services strategies below. Make them count!

1. Customer Support Outsourcing

Suppose your customer service responsibilities are eating a sizable chunk of your time and are resultantly coming in the way of your business’s growth. In that case, it is time to outsource them. There are customer service companies that can do the job more efficiently than you in an affordable fashion.

2. Keeping Track of Outsourced Customer Service

Outsourcing your customer services does not mean you cannot track the progress. Keeping track of feedback and improvements come in handy when you want to see how the customer experience is. Make use of metrics, stay in contact with your service providers and keep visiting the goals. This practice will also enlighten you with the performance of customer services staff and help you make pertinent decisions.

3. Pick the Right Partner for Customer Care Services

Choosing the right partner for outsourcing is another aspect you cannot ignore. The right partner will save you from many worthless headaches. Also, do not hesitate to pay reasonably for quality services because cheap isn’t always the ideal.

4. Vision-Driven Customer Service

Your customer support service needs to be goal-oriented. A visionless service not only brings the business to a halt but also puts it on a track to failure. Therefore, make sure you revitalize the customer service by setting some practical goals driven by a vision.

5. Do Not Neglect Customer Feedback

Customer feedback plays a significant role in the improvement of your products and services. Hence, never shy away from seeking honest feedback and reviews from your customers. This practice will help you recognize the weak areas where work needs to be done.

6. Quick Response

Time is money, and no one wants to waste it. Therefore, one of the cornerstones of efficient customer service is responding swiftly. If your company takes ages to provide assistance to the customer, the customer is most likely to lose interest in your products and might never come back again.

7. Train the Staff

Many employers do not seem to give this aspect its due importance. But the fact is that trained staff is much more likely to bring about positive results. A trained customer services representative knows the duties and ensures that the customers are always satisfied. Invest in it.

8. Use the Right Tools

Using the right tools at the right time is a prerequisite to the success of customer services. Ensure that your helpdesk is equipped with the latest software and other digital plus physical tools. This helps save time and effort but results in enhanced productivity by efficiently meeting the customers’ needs.

9. Incentivize Agents

Everyone loves incentives, so why not put them to some good use? Key performance indicators or KPIs are a great way to boost the productivity of customer care service. These KPIs can comprise various performance factors such as speedy problem resolution, average queue time, and rejection rate. You can use them to reward the hardworking representatives.

10. Measure Success with Great Customer Service Strategies

Once you are done setting up or outsourcing your customer services, measuring the extent of success is always a good idea. You can use indicators such as weekly problems solved, calls received, calls that resulted in a smooth customer experience, etc. Your priority should be to improve the number continuously.

11. Create Communication Corridors

To ensure that your outsourced customer service company and you are on the same page, initiate communication channels. This way, you can discuss, explain and make decisions there and then. The element of red-tapism will be eliminated, which will result in better cooperation between the two.

12. Introduce Automation Into Your Customer Service Strategies 

A highly effective way to help customers with simple queries and challenges is by introducing chatbots and self-service tools into your customer service strategies. Apart from reducing the workload of the call center employees, they save customers valuable time from waiting on hold. However, after analyzing the customer feedback, it’s found that when things become really complex and crucial, a human conversation becomes most effective and essential. 

Using chatbots and automation is an effective digital strategy to enhance customer experience. Apart from using them selectively, you can always ensure transparent signposting for how customers can easily sign out of the automated interaction and get in touch with a human agent. 

13. Implement Personalization Into Your Customer Service Strategies 

If you’re outsourcing customer service with Wow Customer Support, you won’t have to worry about the success-driven results. However, it’s always best to interact and discuss new customer service improvement strategies to get even better results. 

It’s crucial to spend time engaging with the customers to determine what their needs and problems really are. This insight will help your business meet customers’ needs by providing products or services that they want. This is one of the good customer service strategies that improve the overall standard.

If you want to implement personalized customer service, you’ve to look at how well your customer service reps are: 

  • React and respond in a manner that matches the customer’s lifestyle and personality
  • Ask clear and open questions to the customers for knowing their needs
  • Seems to be genuinely interested in the situation or life of the customer. 
  • Show sympathy and sensitivity when a customer shares their poor or challenging experience
  • Greet the customers and makes them feel comfortable and welcomed
  • Use the customer’s name
  • Genuinely listen and react to the customer with a gist of their needs
  • Smoothly picks up and continues a conversation of another colleague with the customer
  • Go beyond their imagination to come up with the best solution for the customer

This personalized customer service approach is a great way to establish trust among the customers for your business. Moreover, it will be a great addition to one of your client retention strategies. 

Additionally, several tools like the CRM systems help companies gather relevant client historical data. With the help of training and coaching, supported with excellent performance recognition, your business can implement this level of personalization in customer service. 

14. Include Support Team Members in Your Customer Service Strategies 

One of the best customer service strategies is to involve support team members of your organization with the customer service team. These support team members can be employees from HR, Finance, Procurement, and Quality who can help assist any initiative involving frontline customer teams. 

Although these team members can positively impact your customer retention strategies for eCommerce, they are often undervalued and overlooked.

You have to find ways to boost the team working and enhance the understanding between the customer-facing teams and each of these support functions. Collaborate with their skills and efficiency to improve your customer service standard. 

Moreover, this approach will help your business reduce any internal conflict from the past, which may have arisen due to lack of awareness or some misunderstanding. 

15. Frequently Check and Review Individual and Team Performance 

To boost the results from your customer service strategies, implement performance reviews on a regular basis. Forget to do this operation only during the annual appraisal; instead, do it frequently. Moreover, explore an ideal format and time frame for you and your customer support teams. For instance, weekly ‘check-ins,’ daily briefings, monthly, quarterly, and half-yearly formal reviews. 

You should conduct a review on how customer service team members have continued towards the preset team objective. Also, check how well they diligently support each other at work. You can either achieve it through ’round table’ discussion or through normal one-to-one reviews. 

Moreover, look out for regular times when you can review the well-being of your customer service reps. You can start giving out feedback on how well they’ve performed and determine whether they need any support or not. For instance, give them feedback on what they’re doing best and what they need to work on. 

This is one of the most effective customer service improvement strategies as your business will healthily and positively encourage the employees to do better. The urge to do better in performance review will increase their efficiency at work and ultimately help your business with optimal client satisfaction. 

Verdict

You must have an idea by now about the massive role that a resourceful Customer Support Service can play for your business, and Wow Customer Support offers you just that. Our customer support professionals are ready to take your business sky-high. All you need to do is contact our representative to discuss your Customer Service Strategies for outsourcing, and you are all set. The sooner you make the decision, the better.