If you are about to, or now managing an online business platform, you might have known already or have been researching about the world of content moderation. Also, you must have heard this popular opinion – the online platform kind of business is not that easy.
Well, yes sure! It is not, but if you have the right strategy to operate it, alongside ways to overcome possible problems related to it, as well as the knowledge of some other factors that should be avoided and considered in order to get that fast and efficient result, then you are good to go. But if you don’t have any, don’t worry! We got you covered!
In this post, we will cover.
- What is content moderation?
- What is human moderation?
- What is automated moderation?
- How important is content moderation in enhancing customer experience?
- What are the things you should keep in mind when moderating content?
- The Common Types of Customer Interaction
What is content moderation?
There are millions of content online, but not all of them are effective nor meet readers’ expectations. This is where content moderation comes into place. In simple words, content moderation is the process of screening, approving, or removing user-generated content based on some guidelines in order to establish clients’ trust, and maintain compliance with regulatory requirements.
There are lots of reasons why content moderation is important. First, it screens content that is submitted by a certain user to know if the posting guidelines are being violated. Second, it is an effective way for a business to keep a positive reputation which guarantees a decent relationship with clients, thus advances higher accommodation and satisfaction among users and clients.
What is human moderation?
Human moderation or manual moderation is another type of moderating content, however, the one behind it of course – human. Human moderators manually monitor and review clients’ or users’ posts on a particular online platform.
Moreover, human moderators also ensure the protection of all users or clients from scammers, anomalies, or any type of harassment that occurs in social media. They are also responsible for maintaining the quality and standards of a particular social media platform.
What is automated moderation?
Automated moderation is an automatic process of moderation that automatically determines any-user generated content. In this kind of moderation, contents that are being rejected or published are done based on the pre-defined guidelines by a highly intelligent computer bot that closely monitors the system 24/7.
Automated moderation resolves any physical or psychological stress from human moderators as it can minimize the response time, improve the quality of service, save time, and increase cost quality outcomes.
How important is content moderation in enhancing customer experience?
Utilizing social media platforms is an effective way to connect with customers regarding a particular business you have to offer. With social media, you can create customer service and build strong customer relationships without having to meet them in person.
In line with this, effective and efficient content moderation can help you know your customers better, engage with them in real-time, establish customer loyalty with your brand, and achieve user retention as it offers good credibility of the event.
Nowadays, every brand is always active on almost every social media platform. In line with this, content moderation is of great help in monitoring social media accounts, comments, images, and videos, as well as categorizing and indexing business offerings.
Content moderation can also help you with online reputation management. Your online reputation is very important for the success of your business. As you might have known, whatever people post or publish online regarding your business, true or not, all have a significant influence on your business reputation.
And, content moderation can help you fight against harmful content, address clients’ criticisms, and most importantly, feature important and helpful feedback from customers.
Content Moderation in Building Relationships with Customers
As have mentioned above, content moderation can help you build strong connections with your clients or customers. You can use content moderation to make your customers feel satisfied with your services offered by personalizing your responses, as well as keeping them in the loop with any timely news like product updates. With this, the strong relationships you have with them can help you achieve repeat and referral business.
What are the things you should keep in mind when moderating content?
There is a wide range of factors to consider with content moderation. This is very important in order for you to achieve the content that best suits your business. These factors also depend on what platform or site you are using. However, regardless of what site, platform, or business you are having, these are the top 7 things you should keep in mind, or better – do!
- Select the best content for your business
There is no one else in the world who knows your business better than you. You know best what your products and services are as well as your users or customers. So, you can use these to help you create the most outstanding content out there that best meets their expectations.
- Choose the best content moderation to utilize for your content.
With the best content you have, choose the best content moderation method to utilize. Aim to stand out amongst others. You can do this by using the best content moderation method that is not only suitable for your content and business but also fit your platform’s specific needs.
- Always make your content personalized to your customers’ needs.
When your customers feel special, they usually go back to you over and over again. With this, it will drive your repeat and referral business, which often results in more positive business outcomes. That is why, when creating content, make it as personalized as possible, moderate it according to the needs of your customers as this often results in increasing engagement which will lead to more loyalty and conversion rates.
- Moderate all your content consistently
Whether you are running your online business via Facebook, Instagram, and other social media platforms or sites, it is very important for you to make appealing and pleasant content that will surely attract new customers or retain your existing customers. This can be done by moderating your content in a consistent manner. This means that you have to be very meticulous in choosing the right format, images, videos, and other visual factors that will be incorporated into your content.
- Establish concise rules and regulations
Establishing concise rules and regulations is one of the most important things to do when moderating content. Therefore, these rules and regulations should be clear for all who are involved in moderating your content, be it from the data analyst to the human or automated moderators.
- Utilize all your resources
Every content moderation tool and equipment matters, right? This is why you need to utilize them in the best possible manner. Sometimes, you might see yourself overwhelmed with the available resources in the market, some are paid, some are free.
In this case, it’s very important for you to consider these resources carefully, prioritize the ones that offer innovation and growth as these often boost success to your online platform business.
- Quality over quality
Sometimes you have a lot of ideas, and you want all of these to be utilized. This often happens to almost everybody, but always remember that quality is more important than quantity. Quality content builds your customers’ trust, resulting in acquiring more revenue and success for your online business platform.
Your interactions with your customers are vital to your business success. Customer experience can make or break your business. That is why you as the business owner have to make these interactions as smooth and flawless and possible.
There are various ways for you to engage with your customers, you can do this through Live Chats, Live Blogs, posts, tweets, comments, etc. Regardless, when interacting with them, you should be timely when responding to their inquiries, make it personalized, maintain positive emotions when commenting, reposting, and retweeting, and most importantly, always include available links for FAQs in your content.
Nowadays, the online platform business is very competitive. Therefore, you should moderate your content for you to stand out amongst the others. Always think ahead, know the strengths and weaknesses of your business, and engage with your customers frequently in order for you to be able to know them well, alongside their weak points and needs. Try also to utilize the tips mentioned above.
Additionally, you can also utilize Arena when engaging with your customers through Live Chat, Live Blog, and other Customer Engagement ideas. Arena is easy to integrate, perfect for conversations, community chat, as well as ratings and reviews.
Are you ready to drive more revenue to your business?
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