The process of reviewing, filtering, and screening User-Generated Content (UGC) to ensure it upholds the industry standard guidelines, legal regulations, or rules of a specific platform is called Content moderation. UGC is not just limited to social media sites. Businesses in a range of industries from travel, restaurants, automotive, and even eCommerce sites are leveraging UGC today for persuading their target audiences.
93 percent of marketers agree that customers trust UGC content more than the content created by brands themselves which makes content moderation even more relevant! For a business, content moderation ensures any information published related to the brand is accurate and aligned to the brand values.
No doubt, content moderation plays a significant role in building customer loyalty between a business and its potential customers. Amid growing concerns over hate speech and misinformation, users must see your brand in the right light.
Benefits of Content Moderation for Business
With a scalable content moderation process, a business can manage high volumes of user-generated content while protecting its customers, and brand reputation, and boosting the business bottom line at the same time. Let’s explore how having a content moderator in your team can prove beneficial:
Protects Your Brand and Business
There is always a risk that a piece of user-generated content on social channels or any other platform can deviate from what a brand/business considers acceptable. The content moderator’s job is to reduce the risk of making a visitor view content that could be potentially offensive or upsetting.
Helps You Understand Your Customers
Moderating content also offers a business the opportunity to recognize patterns. This feature is highly useful for moderating high-volume campaigns where the moderator can analyze content based on particular properties such as customers’ attitudes towards the brand, their thoughts, and more.
Using this information, your content moderation and workforce management team can design actionable insights into user behavior. This information can also help determine areas for improvement to maximize the results of the campaign.
Supports Marketing Campaign Assessment
Marketing is certainly a demanding and costly aspect of a business but it’s also indispensable. For this investment to show a return, the sales and marketing teams need to review and assess their best practices. The goal should be to determine what’s working and what’s not and create a plan accordingly.
Evaluating marketing campaigns can help a business eliminate ineffective plans and create a successful sales campaign. Some companies also offer content moderation outsourcing solutions to help businesses scan different channels, check entries and ensure everything complies with the industry standards, and make amends accordingly.
Improves Customer Relationship
Content moderation, even when it’s for contact center services, allows a business to gain a deeper understanding of how and what its customers feel about its brand. This is done in two ways:
Sentiment Analysis
Sentiment Analysis is a powerful means for generating useful information about the conversation around your company as well as products. Customer comments, reviews, and feedback are analyzed to quantify their feelings into accurate insights and this information is later on used for improving the sales and marketing strategy. Sentiment analysis is also a useful measure of conducting nuanced market research, gauging the opinion of your prospects, monitoring brand/product reputation, and getting a better understanding of customer experiences.
Social Listening
Social listening is an optimal way for brands to track, analyze and then respond to customer conversations over social media when delivering omnichannel contact center support services. It’s a highly reliable source for learning more about the interests, behaviors as well as experiences of your existing customers and future prospects.
Your team of moderators performing content moderator jobs remote or onsite can observe customer interactions and brand mentions to develop useful insights and then devise a strategy to strengthen the connection with your brand’s target demographics.
Conclusion
Every organization, even the one that specializes in business IT solutions could benefit from moderation in the present digital world. Content moderation solutions are like a silver lining in the chaotic world of misinformation and information overload. Moderation has the power to neutralize and suppress content that could potentially harm a brand’s reputation and the experience of its valued customers.
Frequently Ask Questions
What is content moderation?
Content moderation is the practice of screening user-generated content posted on online outlets such as social media, forums, and other platforms on the internet.
Why is content moderation important for user-generated campaigns?
Content moderation helps scale user-generated campaigns, protects your brand, and ensures you aren’t sending offensive, negative or spammy content or message through your campaign.
How much does a content moderator make?
The average salary of a content moderator in the USA is $33,638 per year. The salary is likely to vary based on experience.
Why is content moderation important?
Moderation is equally beneficial for your brand and customers. It reduces the risk of having your prospects come across upsetting or offensive content which may affect brand reputation and hurt the overall customer experience.