Improving Communication to Improve Moderation Accuracy
User-submitted content can be an important tool for building brand recognition and trust. In fact, 71% of customers agree that user-generated reviews give them a better sense of security in deciding whether to purchase a particular product over another. Meanwhile, 25% of search results for the world’s 20 largest brands are links to user-generated content.
But publishing user-submitted content comes with its own risks. How do you ensure users present your brand in a proper way, and how can you protect your visitors from offensive or even harmful content?
The answer lies in content moderation. Effective content moderation is vital to the preservation of positive experiences on the parts of content contributors and consumers. There is much more to it than people trained to judge the quality of your customers’ submissions. Content moderation teams need to be equipped with the soft skills and hard technologies required to maximize efficiency.
The following are just some of the key components that companies need to be equipped with, allowing delivery of world-class content moderation while converting into a true brand-building asset:
· Reliable Forecasting
· Real-time production management
· Development and execution of appeals processes
· Multilingual fluency
· Accurate productivity accounting
The process of content moderation can help companies solve multiple problems to reach their targeted goals. See how Everise helped one of our clients boost their moderation accuracy to reach their internal goals in the case study below.
CLIENT: Industry-leading, tech-focused internet job board
CHALLENGE: To boost moderation accuracy, which failed to meet internal goals for three consecutive months. Analysis indicated that errors were a product of agents not internalizing the client’s most up-to-date guidelines.
STRATEGY: The Everise CX quality assurance team implemented several processes to drive improvement. Agent shifts were adjusted such that each began with a guideline review and reinforcement of the importance of reliance on decisioning matrices and similar tools. Additional coaching was provided where needed. Moderation mismatches were reviewed and coached in near real time, in order to immediately reduce the likelihood of repeat errors.
During weekly coaching sessions, agents were required to effectively “teach back” newly gained knowledge, to ensure understanding.
OUTCOME:
This reengineered coaching and accountability approach produced immediate results. Indeed, moderation accuracy went on to increase over four consecutive months, before stabilizing well above goal.
Having a content moderation team can help you understand your users while protecting your brand from user-submitted content that deviates from your brand identity. With the right content moderation strategy, you can safeguard your brand and users while focusing on data-driven and innovative decisions that will move your company forward.
Read the full Case Study: Improving communication to improve moderation accuracy
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