Content Moderation

Content moderation is crucial for protecting your brand and your users by maintaining a safe and healthy online environment. With over 27 years experience, LiveWorld is a clear leader in moderation and engagement services combining the intelligence and compassion of human beings with the efficiency of software technology. Our trained, multi-lingual moderators work around the clock to monitor and moderate user-generated content in local languages and cultures, ensuring complete 24/7 brand protection.

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Moderation and Monitoring Response & Engagement Crisis Management Reputation Management

Moderation and Monitoring 

Challenge

  • UGC review across your channels requires dedicated resources. Even if you have an internal team, they’re not generally working during non-business hours – the time consumers are the most active.
  • A lag in handling customer issues and inappropriate content can result in brand damage.
 

Solution

  • The experienced moderation agents on the LiveWorld team review and moderate content based on your business needs, guidelines, and brand standards.
  • Our human-touch solution of agents and purpose-built technology enables us to maintain a safe environment for customers to engage with your brand.
  • Our solutions are designed to scale based on your business needs: volume, response, global, and multi-language.
 

Outcomes

  • Our human touch stimulates engagement and deeper relationships.
  • Improved UGC generates better insights for marketing strategies, product and service development, and revenue growth.
  • Healthy, active communities increase customer loyalty and positive word of mouth.

Resources

Case Study: Walmart

Response & Engagement 

Challenge

  • Effective response and engagement with customers on social media need to mirror UGC hours, not business hours.
  • A consistent brand voice, combined with timely and accurate responses, is required regardless of volume and time of day.
  • Staffing, training, and maintaining a team is costly and time consuming. Failure to do so will lead to negative feedback and poor customer retention.

Solution

  • LiveWorld agents act as an extension of your brand and connects with your customers on a personal level that builds relationships and loyalty.
  • We offer engagement options that range from scripted responses to deeper conversations.
  • We mitigate complaints and provide customer support that ensures customers feel heard and valued.

Outcomes

  • Our comprehensive conversation solutions build deeper customer relationships.
  • Non-robotic and relevant engagement generates valuable insights, increased loyalty, customer retention, and increased revenues.

Resources

Crisis Management 

Challenge

  • A social media crisis is always just one negative comment away.
  • Online, negativity spreads faster than positivity and never happens at “convenient” times.
  • Negative word of mouth damages trust in your products and impacts revenues.

Solution

  • Our content moderation team detects and quickly escalates negative comments and acts fast to mitigate them.
  • The LiveWorld solution combines the contextual abilities of human agents with purpose-built tools that scale and prioritize actions.
  • Crisis detection and mitigation is a standard part of services. We incorporate these procedures into your project guidelines.

Outcomes

  • Rapid mitigation actions defuse potential crises and assure customers that they’ve been heard.
  • Engagement with non-robotic agents provides empathy.
  • Quick and transparent actions instill trust.
  • Early crisis mitigation on social channels informs subsequent actions in other downstream channels

Resources

Case Study: Consumer packaged Goods

Reputation Management 

Challenge

  • UGC lives beyond your owned channels. Ratings and reviews require monitoring.
  • Behavior on third-party sites influences peer impressions about your brand and competitors.

Solution

  • LiveWorld agents monitor activities on third-party sites, from ratings and reviews to influencers.
  • Audits of third-party and competitive properties generate actionable insights.

Outcomes

  • Monitoring all relevant content safeguards your brand and reputation.
  • Actionable insights gleaned from “earned” channels complement those from “owned” channels.
  • Comparative insights and competitive audits provide new and valuable data that can grow revenues.

Resources

Let us address your specific pain points with our custom built solutions