Social Media Moderation
Moderation is the frontline of digital customer experience. We serve as an extension of your team by removing harmful content, resolving issues fast, and sparking safe, meaningful conversations on any platform, any language, anytime. We ramp up fast, blending our social media expertise with your brand guidelines to make sure every interaction is on brand.
Stop Crises Before They Start
One viral post can damage a brand overnight. Our moderation team spots risks early, acts fast, and keeps issues from spiraling into headlines. Protecting your reputation means protecting your business.
Always On, Always Watching
We cover every time zone around the globe, connecting with audiences as they react throughout the day. We even manage real-time chat communities connecting with brands in the moment.
Protect and Spark Conversations
Moderation isn’t just defense. It’s also engagement. Beyond removing harmful content, our teams proactively create conversations, amplifying brand presence through authentic interactions that keep audiences connected.
Amplified Positive Sentiment for a National Restaurant Chain, Reaching 22K+ Shares
When a leading restaurant brand needed to connect with guests post-pandemic, Social Factor delivered a content strategy that reached millions, boosted engagement, and turned audience reactions into a wave of positivity.
Challenge
Following the height of the pandemic, the client launched an initiative to welcome guests back to on-premise dining. With a long-standing reputation for treating employees and guests like family, the campaign aimed to demonstrate and inspire acts of care. To support the effort, the client asked Social Factor to publish and moderate audience reactions to more than 50 pieces of content across Facebook, Instagram, and X.
Solution
Social Factor partnered with the client and their agency to set and manage all content and asset logistics for the campaign. We developed detailed posting and moderation schedules based on the campaign calendar and provided real-time status updates to keep stakeholders aligned. Throughout the initiative, our team amplified positive sentiment by engaging with reactions, answering questions, and quickly addressing any issues as they arose.
Results
- Total campaign reach for all published content was 16M+ users
- Engagement levels beat average benchmarks and previous successes, including 92K+ likes, 22K+ shares, and 7K+ comments
- Audience reactions showed significant positive sentiment across the entire campaign (63% of measured messages)
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