Why Content Moderation Matters, According to Customers

Faith Ocampo Published on March 1, 2016 Last updated on January 4, 2023

Content moderation and online reputation are inseparable.

Thanks to the Internet, multiple voices have been given the capacity to shape customers’ opinions about brands. And because of this, today’s consumers feel more empowered than ever. All over social media and review sites, consumers, product reviewers, and prospective buyers gather to talk about brands.

content moderator analyzing document on laptop

This would work to your advantage if most of the feedback you receive is positive. On the other hand, negative reviews (or even just one bad comment) can lead to plummeting sales. The more pressing task that managers have to fulfill, therefore, is to keep track of all online conversations pertaining to them.

This makes content moderation a necessary tool in keeping a good online reputation. And don’t take my word for it.

These statistics, pooled from various surveys among customers, show why every business needs a team to screen, evaluate, and manage all online content related to your brand.

  1. 85% of consumers say they research brands online before making a purchase

    business executives doing online business research discuss

    It’s surprising that not everyone does. With everyone’s hands full of Internet-enabled smart devices, we’d expect all of them to use the Internet to their advantage.

    For brands, it’s important to put their best foot forward all the time. This means optimizing online content across different platforms such as social media, review websites, and business directories. When customers look for you online, they expect to find your correct location, an updated catalog of your products and prices, and contact numbers. They also read your online reviews, so make sure that there are no inappropriate comments and that you’ve properly responded to existing complaints.

  2. According to 65% of Internet users, the web is a reliable source of information about brands

    smiling businessman using laptop

    This is another compelling reason why you need content moderators. If you can’t find the right people to monitor your online content, as well as conversations about your brand, you can seek the assistance of outsourcing companies that provide these services. Having a team to focus on filtering and reviewing your content can ensure that your target customers are receiving accurate information.

  3. A big chunk (66%) of all instances of online harassment occurs on social media sites and apps

    confused thinking businessman focused on laptop

    Brand managers are responsible for building a harm-free online space for their customers. Bullying, hate speech, and posting inappropriate content should not be tolerated at all costs. Otherwise, it can reflect on your brand poorly.

  4. A whopping 97% of consumers say they take time to read reviews about local businesses

    stressed woman using laptop looking at wrist watch

    If you think nobody takes the time to read online product and business reviews, you’re wrong. But don’t worry, a single negative review isn’t likely to destroy your brand. According to Yelp’s survey, customers read two to 10 reviews before they decide whether a brand is trustworthy or not. It would be much better, however, if you have a team that can respond to consumer reviews and filter inappropriate comments at the same time.

  5. For 88% of consumers, online reviews are as reliable as personal recommendations

    couple looking at tablet online shopping ecommerce

    As a brand manager, you should place equal importance among your offline and online marketing channels, because your customers do so. Your online reputation, however, is easier to monitor because it’s mainly based on what people say about you online. The purpose of content moderation is to check that all online content related to your brand are accurate and free of indecent content, thus ensuring that customers are viewing your brand in a positive light.

Are your content moderation matters getting out of hand? Outsource your moderation needs to a trusted partner like Open Access BPO. Message us to learn more about how we can help your brand grow.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 16 hours ago
Embrace the power of #diversity and drive positive change with #InclusiveHiring practices!

Our new blog post explores the transformative impact of inclusive hiring, providing insights and strategies to build a stronger, more inclusive workforce: https://buff.ly/3uHQV7c

----------
Our recruitment & training practices are meticulously designed to ensure exceptional #CX: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#DiversityandInclusion
#inclusivity
Open Access BPO 19 hours ago
When it comes to #CustomerService, every ounce of effort—both tiny and grand—counts.

Here's a list of 10 modest gestures your #CallCenter agents can do to build meaningful customer relationships: https://buff.ly/3Rc0wdZ

----------
Elevate #CustomerExperience by #outsourcing to a trusted 24/7 multilingual #BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#outsourcing #CX #CSat
#CustomerSatisfaction
Open Access BPO Yesterday
Ensuring memorable #CustomerExperience by providing high quality #CustomerSupport means two things:
• brands need to gain a 360-degree view of their customers; and
• brands need to satisfy a large part, if not all, of their customers' needs.

Do both by implementing a multichannel #CX management strategy: https://buff.ly/418ASeP

----------
Give your customers an unforgettable customer experience with multichannel #CustomerService: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#outsourcing #CX
#CustomerSatisfaction #CSat
Open Access BPO 11 days ago
Aside from the location advantage, the 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐥𝐮𝐜𝐫𝐚𝐭𝐢𝐯𝐞 𝐝𝐞𝐬𝐭𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐦𝐮𝐥𝐭𝐢𝐥𝐢𝐧𝐠𝐮𝐚𝐥 𝐜𝐚𝐥𝐥 𝐜𝐞𝐧𝐭𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 in Southeast Asia because of these Filipino qualities:
• neutral accent;
• multilingual proficiency;
• dedicated work ethics;
• resilience and adaptability; and
• close affinity with Western cultures.

Read: https://buff.ly/47sGAKD

----------
Partner with a #CallCenter with strong #CustomerExperience expertise: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerSatisfaction #CSat #CX
Open Access BPO 11 days ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/3R0VCk2

----------
Effective employee and ops management ensure high #productivity for optimal 24/7 coverage.

So, only partner with an #outsourcing specialist with robust and foolproof ops strategies that will make your brand soar: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 12 days ago
Creating culturally diverse teams in #CallCenters is not just a moral imperative but a strategic advantage.

Here are 6 more compelling reasons for ensuring #CulturalDiversity in the workplace: https://buff.ly/3MYaCO6

----------
Choose an #outsourcing partner with diverse teams and cultures:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusitivity
Open Access BPO