Moderation &
Community Mangement
More than a squad of moderators, our Social Care team is an active and critical part of building deeper and more human connections with your audience.
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.
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We Built This Workflow to Rock and Roll
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.
Our Challenge
- Client had a social software platform in place, but couldn’t use it effectively to collaborate, publish content, or respond to audiences
- Inbound messages ran the gamut from detail-oriented product questions to first-time players to celebrity-level rockstars
- Responses were inconsistent to these and many more scenarios, plus escalation paths for issues weren’t clearly defined
Our Solution
- Evaluated and documented all client processes in place, identified areas of risk and/or open opportunity for growth
- Developed customized workflows with adjustment levels for client priorities based on channel, engagement type, and volume
- Defined escalation processes for each common issue type, reducing time to resolution and clarifying roles across the organization
Our Results
- 726% increase in total responses achieved in less than 90 days
- Six-figure annual investment in social software platform realized positive ROI through optimization
- Unlocked the ability to respond to positive brand love messages, thanks to processes successfully managing daily queue of negative issues
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