7 Deciding Factors When You Outsource Community Moderation Services

Let these 7 key factors help you pick the best partner for your community moderation services

The use of the internet and social media has been proven effective in maintaining and building brand awareness. However, challenges arise in managing any community, thus the need for community moderation services.

People often mistake content moderation services or online moderation outsourcing services for businesses that focus on profit alone. However, it is also perfect for any organization to ensure effective rapport with customers and stakeholders.

What is Community Moderation Service?

With the assistance of a community moderator, brands like yours create their communities on online forums and social media. You create a stronger and closer bond with your customers when you use us as your content moderation solution. It is also an important factor that distinguishes you from other industries. You are, in a sense, creating your world. This will also expose your company’s name and services to a larger population of potential leads and competitors.

The benefit of boosting online branding with online communities is that it allows customers’ voices to be heard. As a result, you will be identified through discussions about your products and services with the assistance of a social media content moderator.

The key roles of a content moderator are rooted in a high level of competency, and seamless integration of our moderation processes into your business’s roadmap for success.

Objectives of Content Moderation Service

When it comes to online moderation outsourcing services, these are the common set of objectives that prevail.

Customer Support

Your online presence is important to establish an effective support system for your customers and stakeholders. A dedicated social media moderator can help provide support with the issues your customers may face. This also offers affordable support to address the problems in real time.

Feedback

Community moderation services ensure a smooth flow of interaction between your customers. This is possible through an open and fair exchange of views within the online community.

A business can gain the most honest feedback on the brand. It can also serve as a seed for discussions on matters that need necessary feedback.

Product feedback and features

Feedback on the brand’s product and its features can help businesses take essential steps to improve them. It is also helpful for strategy-making and testing areas for future product or service introductions.

Audience promotion

A happy customer is a good vehicle for free advertisement. Your online community brings them together and improves customer retention in the long run. Satisfying customers in your community is like having free marketers for your brand, products, and services.

7 Key Factors Of Online Moderation Outsourcing Services You Should Know

Any business has the option to do content moderation service in-house or outsource. In the past decades, community moderation services have been highly valued by the outsourcing industry in the Philippines.

Having said that, here are what you should know about online moderation outsourcing services. This way, you can choose the outsourcing provider that best suits your needs.

1. Service Flexibility

Multiple social media platforms need community moderation services with varying rules and guidelines. That is why you must partner with a third-party provider with the necessary knowledge and experience across these different platforms.

Also, laws and regulations worldwide affect social media moderators’ work. Familiarity with the country’s law, where the platforms operate, and where the members are from is an advantage as well.

Your dedicated social media moderator must know the laws related to obscenity, copyright, children’s safety, privacy, etc.

2. Industry Experience

The general governing policies in content moderation services remain consistent across the world. Thus, you must look for an outsourcing provider that provides services similar to those you want from another client.

This shows you if they possess the skills and knowledge you need. As this would mean these factors are portable that you can take advantage of.

3. Multiple Roles Flexibility

Social media moderator, in a sense, covers a linear objective of identifying and blocking content that may go against your community’s rules and regulations. While for community moderation services, there are various roles that you need to fill as well.

These are the following:

• Monitor and filter objectionable content
• Serve as frontline customer support that can identify customer issues and resolve them
• Gather trends and information that are prevalent in the community
• Create engagement activities for the community
• Look for new customers and engage them with the brand
• Amplify the voice of brand advocates and minimize detractors in the process

These all contribute to the goal of building a strong rapport between customers in the community.

4. Smart Pricing

Cheapest does not guarantee the best value you can get from an online moderation outsourcing services provider. It is a fact that you can choose from a lot of third-party providers, even just in the Philippines.

Business sensibilities are also at stake here when it comes to content moderation service. That is why you must seek pricing that offers great value and not necessarily the cheapest price tag there is.

5. Response Rate

You need a content moderation service that provides a round-the-clock uptime service. In the online landscape, speed expectations are the name of the game. While some user-generated content may wait, you cannot risk inappropriate ones going unnoticed.

As it may put your community at risk and become off track with the right conversations you should be having instead. This could happen within a minuscule minute. This should be one of your requirements before you pick your outsourcing provider.

6. Best Technology

Efficiency and consistency are further improved because of technological advancement in communication. However, faster innovation leads to such moderation technologies being replaced much faster.

That is why you need an outsourcing provider that utilizes fresh and updated technology in their service package, which must be used to improve the overall quality of their service delivery.

7. Scaling Capacity

You can outsource content moderation services from a reliable BPO partner in the Philippines. They have an ample pool of talents and are equipped with training and resources that the BPO industry can provide.

In addition to that, they can hire and train talents to provide your required services whenever you need them. Also, you must focus on your partner’s ability to match spikes to your requirements.

Moderation Services You Can Get

• Community moderation services
• Comment moderation
• Review moderation
• Forum moderation
• User-generated content moderation
• Profanity filtering service
• Image moderation
• Profile moderation
• Video moderation
• Website moderation

What to Look for in a Provider?

While a company can theoretically choose whether to outsource community moderation or do it in-house, there is a growing preference for outsourcing. As a result, rather than delving into the pros and cons of the various options, we will concentrate on the criteria that should be used to find the best provider for your needs.

1. Knowledge

Community moderation services are frequently required to be provided across multiple platforms, including Facebook, YouTube, Twitter, Google+, Instagram, Digg, Reddit, LinkedIn, and others. Each of them may have its own set of rules, guidelines, and codes of conduct that brands that have built a community on that platform must follow.

On top of platform rules, there are various laws and regulations in the countries where the platforms operate and where members come from. While they cannot be legal experts, they should be familiar with laws that affect their work, such as public obscenity, copyrights, children’s safety, privacy, etc.

2. Pricing that creates value

As a commercial engagement, the community moderation solutions arrangement must eventually come down to a pricing number, with lower being better. Though it appears to be a difficult task, as the client wants the lowest price while the provider wants the highest, sensible businesses reach reasonable pricing decisions. However, as an outsourcer, ensure that what you’re looking for in pricing is great value, not just the lowest number.

3. Speed of response

Online activity can occur at any time during the 24-hour cycle because someone, somewhere in the world, is always awake and active. Speed expectations have risen as a result of the internet. While many activities in a community can wait, if inappropriate content is posted or the conversation deviates and the host’s good name is jeopardized, immediate action is required. As a result, as with other online moderation activities, the speed of response is an essential factor to consider when outsourcing community moderation.

4. Training Infrastructure

To some extent, community moderation services are context-driven and subject to change. As a result, a dedicated training team that can keep moderators’ knowledge and skills up to date is essential. Furthermore, moderation of online communities is frequently done ‘live,’ which means that there is no check on what a moderator is doing in the community. While there may be subsequent checks and balances on the moderator’s participation, having a well-qualified and trained moderator do it for you is the best solution.

Magellan Solutions For Your Content Moderation Service

We have 18 years in the service industry and continuously provide online moderation outsourcing services to businesses worldwide. The quality of our service packages remains top quality, whether you are an industry player, a startup, or an SME.

Magellan Solutions capitalizes on the quality of our talents specializing in content moderation, no matter where industry vertical you belong in.

We are ISO 27001-certified, GDPR, and HIPAA-compliant. This is how we assure the best safety protocol when dealing with your data and information.

Contact us today and let us keep your business’s community in tip-top shape.