We live on the front lines of the internet.

Our Social Care team converses and connects with thousands of brand audiences every day. Not only do we offer the bandwidth needed to triage and respond to the scale of social media, but also the training and logistics to do so in ways that grow Social Value.
Social Care isn’t just a squad of moderators - they are an active and critical part of our planning, strategy, and experience design as we work to build deeper and more human connections with audiences.

Really NAMM Good Event

Situation

Fender needed help capitalizing on the social buzz & branding opportunity created by their biggest guitar show of the year, that featured 16 new product announcements.

Solution

Social Factor deployed to build a moderation team, trained on brandvoice, setup live event workflow/escalation paths, and took over moderation responsibilities during the show (Friday - Monday) on the music manufacturing industry’s biggest stage.

Results

Our team addressed nearly 5,000 items, generating hundreds of responses and millions of impressions, including direct interactions with several high profile musicians during the event. The event created enormous brand lift for Fender. The volume flow was heavy over the weekend with Social Factors team processing

250+
Items an hour
Taking the Fast Lane to Customer Satisfaction

Situation

After putting the “exhaust” back into an exhaustive RFP process, Toyota selected Social Factor to improve their community management - both managing volume in a timely manner, and responding appropriately.

Solution

Social Factor provided a solution that combined on-site resources with remote team members to provide 7am-7pm weekday coverage, with a team of off-hour specialists to cover nights and weekends as needed. Prior to beginning moderation, the Social Factor team implemented a highly effective 3 week discovery and training process to prepare the team for the highest efficiency.

Results

In the first 30 days of active community management, Social Factor reduced average response time from over 12 hours to 1 hour.

94%
Reduction in response time
Crisis in 4-Wheel Drive

Situation

Toyota published 3 posts on their Instagram channel; one of which included a 4Runner next to a mountain bike. The brand received an uptick in negative feedback as the community expressed disappointment in the use of a bike that wasn't up to the mountain biking community's standards
Social Factor recognized a pattern of negative comments via our platform and escalated this potential crisis to the client. Social Factor then monitored the social media streams while the client and Social Factor team discussed a strategy to alleviate the crisis.

Solution

The Social Factor team strategized to engage vs. delete with comments and show the community we hear what they have to say. Toyota agreed and approved engagement with a “playful” tone and an admittance that Toyota missed the mark on these posts.
Social Factor prevented a potential crisis by providing Toyota with documentation and a clearly defined strategy to change post sentiment from negative to positive.

Results

Within 24 hours, Social Factor caught and reversed a potential crisis for Toyota. Sentiment analysis showed an almost complete turnaround in overall community sentiment.. Toyota’s positive engagement during this potential crisis was shared throughout the mountain bike community and was commended on how this situation was handled by the social media team.

Tik Tok on the Clock and Cracker Barrel Don’t Stop

Situation

After a year of managing recovery and brand love engagement for Cracker Barrel across their main social media platforms, Social Factor proactively created a Tik Tok playbook for Cracker Barrel. We recognized the need for the playbook after Cracker Barrel began posting videos to the platform for their “Care It Forward” campaign with a low success rate.

Solution

Our team collaborated to worked to build awareness around the Cracker Barrel brand on Tik Tok. Our solution was a three-part activations leveraging brand ambassadors, mentions and engaging with related content.
For the activation we combined witty engagement and responses to posts/ videos that mentioned Cracker Barrel directly or indirectly.
Then strategically searched out high follower creators who love the brand and post about the CB food and culture often.

Results

The overall results to date have been outstanding:

The account has increased followers by 84.6% to date.
Likes have increased by 174.48%.
Recently, Social Factor has made 49 comments on videos which received a total of over 58,000 Likes.
#CareItForward Campaign & Support

Situation

In the summer of ‘21, Cracker Barrel launched its new Care It Forward initiative to amplify care and connection as the country emerges from a year of social isolation. Rooted in the company’s history of caring for employees and guests like family, the effort aims to both demonstrate and inspire acts of care.
Cracker Barrel asked Social Factor to publish and moderate 51 pieces of content across Facebook, Instagram, and Twitter.

Solution

Social Factor partnered with CB and their creative team to facilitate all asset management, content calendar, and prompt post deliveries for the length of the campaign. Additionally, Social Factor helped foster excitement and engagement with the campaign through community moderation, use of the campaign hashtag, and positive comment highlighting.

Results

Sentiment was 63% positive on tracked engagements.

16.4M Reach
92.8K Likes
22.4K Shares
7.2K Comments
The Paw-Fect Weekend Coverager

Situation

PetSmart approached Social Factor in an effort to help moderate their weekend incoming volume. They wanted to increase the quality of its social media presence during this time, continue to build community, provide resources, and drive more traffic to their website.
It was critical that social is as it relates to animals and PetSmart’s brand is handled with care. A simple situation can quickly escalate, go viral and turn into a crisis if not handled quickly.

Solution

Social Factor’s team, trained on the PetSmart brand and products, and deployed to provide 6 hours of daily weekend coverage including holidays, with a team of off-hour specialists. The Social Factor team implemented social listening, and new dashboards as well as Created solid SLAs with rapid responses and value-aligned communication.

Results

“Monday is a “breath fresh air.” It’s so nice to not have a mountain of response to face first thing when you come to work.”
“Social Factor has become an extension of our team and working with them has improved morale.”
“We weren’t really looking at the right analytics. We thought we knew what we were listening & monitoring for, but the dashboards that SF has built have significantly impacted our overall response time, brand sentiment, and established proper benchmarks.”

Very Happy Paw-lidays with Above & Beyond Social Media

Situation

PetSmart approached Social Factor in an effort to help moderate their weekend incoming volume.. They wanted to increase the quality of its social media presence on all their social media channels during this time and continue to build community, provide resources, and drive more traffic to their website.Their asks were that we address every single pet parent customer care comment from 9-5 Saturdays and Sundays and all holidays.

Solution

Social Factor quickly built a team, trained on the Petsmart brand and products, and deployed to provide 6 hours of weekend coverage and holidays, with a team of off-hour specialists. Prior to beginning moderation, the Social Factor team implemented a highly effective discovery and training process to prepare the team for high efficiency.
During this process, Social Factor noticed that in addition to customer care questions, there was a high volume of brand love comments. The team developed a community management playbook that allowed Pet Smart to confidently engage with pet parents previously ignored during the weekends.

Results

With an enthusiastic team of social care experts, Social Factor efficiently and effectively monitored all social channels, responded to customer care and escalated comments from the community, and exceeded expectations by adding responses to brand love comments not originally in the ask. To date Social Factor has handled 69K comments with an average of 3.7K comments over each weekend.

Making the Internet a Safer Friendlier Place

Situation

YouTube approached Social Factor to help moderate comments at the beginning of 2021 after a tumultuous year marked by the Covid-19 pandemic, civil and racial unrest that led many creators to disable comments on their channels due to online hate, political discussions and derogatory comments..
The ask was to protect and alleviate stress from their creators on promoted playlists that spanned 16 Campaigns.
Some of the most notable of the year were Escape 2021, Biden Town Hall, Bear Witness Take Action, World Mental Health Day, and Youtube Black Creators Fund to name a few.

Solution

The Social Factor social team developed a community management playbook, ​​recommending specific strategies and policies for managing derogatory and hateful speech for each creator. These included:

  • Human moderation of all creator channel during the course of the campaign
  • Qualitative measurements for hate speech categorized by degree of intent and context that could be individualized for each creator based on their preference..
  • Detailed escalation procedures and specific community management reports based on on overall performance..
  • 24-7 moderation for the span of the campaigns Specific training leveraging social listening and predictive online behavior models for the playlists.

Results

Social Factors helped YouTube curve potential crisis during content sensitive campaigns over the course of 2021. Helping re-establish creator trust in allowing comments to be turned on their channels.

Escape 2021: A Global, Interactive Live Stream

Situation

YouTube approached Social Factor to help moderate their YouTube Rewind livestream after a two year hiatus due to negativity experienced in 2018 and the Pandemic. Escape 2021 would consist an interactive livestream in which users around the world would participate in trends-based challenges from 2021, ultimately unlocking a final live surprise to close out the year on YouTube.
The livestream relied heavily on live chat functionality, and given the previous negative experience, they were anticipating potential spam, hate, and harassment challenges within the chat.

Solution

Given YouTube’s history with Rewind 2018 and a recent removal of the dislike button on YouTube, Social Factor needed to carefully prepare for all scenarios and come up with an in depth contingency plan taking into account all possible crisis and spam attacks.
Our solution was a four-part activation leveraging a robust contingency plan, social listening, native moderation via YouTube and engagement via Hovercast.
In addition, SF needed to support the Google team with:

  • Comprehensive Hate-Speech List Creation translated into 5 languages.
  • In-chat prompts in language where SRT and subtitles files were not ready in time for live sections in english and additional languages..
  • Control Documents & Flight Schedule
  • Social Factor trained & deployed 25 bilingual community moderators to provide 24 hour moderation in 8 languages across 8 time zones. and streams.

Results

1,482,189 Comments Monitored
552,231 Mentions Handled
8 Time Zones + Streams
25 bilingual moderators trained
24-hour Moderation
Holy Coachella! A YT LiveStream Event

The Ask

After a 2 year hiatus due to the Pandemic, YouTube was set to live stream Coachella 2022 marking the 10th year that YouTube would be the exclusive livestream partner of the festival. For the first time ever YouTube streamed the event as an interactive livestream where users around the world participated in polls and live chat conversations.
Having successfully supported YouTube during their End of Year livestream campaign, YouTube approached Social Factor to provide 24-hour comment moderation and curation in 5 languages over both Coachella weekends.

The Task

The Social Factor team carefully developed a moderation plan in under 8 weeks taking into account that this would be the first interactive livestream for Coachella..
Social listening was set in place in the weeks leading up to the event capturing keywords that helped develop a robust contingency plan. Using this plan, the SF team trained over 45 moderators in 5 languages on handling inappropriate content and repeat offenders, blocking keywords, and escalations. Canned responses were developed and translated to encourage participation, as well as to deal with customer service type questions.
GeoFencing was set up for International channel moderators and a ROS +Engagement schedule was developed by the team for merch drops and interactive pins.

Results

  • 8 Week Turn-around
  • Over 45 moderators trained
  • 3.7M Live chat comments for both weekends
  • 98.9M Views for both weekends
  • 3,246,783Comments Monitored
  • 3,810 Comments Removed
  • + 200K of merch sold
  • 750K New Subscribers
  • 74 Merch Drops
  • 218 Pins/ Polls
  • 12 NFTs
Discarding, Clearing and Scaling

Situation

LinkedIn partnered with Social Factor to Transition from insufficient internal processes to meet growing demand.
They needed help moderating a social platform of millions followers across all their social media accounts, and they chose Social Factor as a partner to handle influx of comments and questions on their daily posts and scale alongside LinkedIn’s rapid growth.

2.2M Handled
Total number of messages triaged, tagged & cleared (including backlog since 2017)

Solution

While onboarding, the Social Factor Team began by clearing outdated content to better identify engagement opportunities. After clearing over 2.2 million of outdated comments. The Social Factor team extended their efforts to Social Support by focusing on finding relevant engagements & delivering to the team quickly. Drafting new workflows and the creation of dashboards to help streamline the process.

364K Resolved
Total volume of messages resolved successfully via triaging to correct teams.

Results

With rapidly scalable community management and a 24/7 solution, Social Factor was able to establish a unified approach to issue resolution, and “always on social media moderation for LinkedIn.
Although, this partnership is only a few months old; internal teams have already noticed positive changes to the ways in which their teams interacts with the audience.
Because Social Factor built and refined their dashboards on their CXM platform, they are now able to easily support the volume while focusing on building community & trust with their followers & members.

56.1K RESOLVED WITHIN SLA*
Since March 2022 Total volume resolved on net new 2022 content.

SOCIAL SUPPORT

Routing - Finding relevant rengagements, delivering to appropriate teams quickly.
Configuration - Working with Sprinklr to make the tool fits the needs & workflow.
Flexibility - define areas where rapid help may be needed, set up prelim onboarding to help us plug in.

GLOBAL COMMUNICATIONS

Visibility - bringing high-risk engagements into line of sight of Global Communications Team.
Awareness - monitoring topics & themes for this team; informing how high visibility issues are interpreted.
Insights - giving data driven ideas & recommendations informing messaging and/or strategy for sensitive topics.

GLOBAL SOCIAL MARKETING

Support - Help in English for content on LICP channels during brand campaigns.
Moderation - working in language with partner teams, such as for LinkedIn Dach market.
Regionalizing - supporting in region leaders with strategic recommendations, tone/voice insights, and best practices.