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 
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
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