Last updated June 14th, 2018
Don't sacrifice the flowers for the weeds
Have you ever had the pleasure of digging through the comments that pollute the web? If you have, then you are no stranger to the spam and hostility that overwhelm the comment boxes that are a huge effort for teams to manage.
While spamming and trolling are challenges faced by many organizations, top media companies and brands know that community is everything, and that it’s crucial to be able to listen to and engage with customers online in real time. Unfortunately, that means constantly sifting through the many hateful comments in order to nurture a healthy online community.
It’s not just frontline digital teams that want to foster a healthy online environment – it’s important to their audiences and customers as well. In fact, when the quality of conversations increases, so does their audience’s engagement.
*Analyzed data gathered from 600+ media organizations, compiled both before and after the introduction of Viafoura Automated Moderation.
Cutting Through the Noise
With smart technologies like Viafoura Automated Moderation, content producers can manage, moderate and listen to their communities, with the protection of pre-moderation in real time.
Automated Moderation automatically eliminates up to 90% of the time and effort spent moderating communities, analyzing comments and responding to customers.
How does it work? Our team of linguists teamed up with our engineers to build an engine that automatically looks for patterns in language. It determines the topic, how the person felt when they wrote it, and also its context. They did this by programming every 6.5 million variation of each word in English, Spanish, Portuguese and French, with more on the horizon.
This engine is then used to moderate and listen across all owned and third-party social networks to manage engagement, provide insights into urgent customer complaints, and display data and insights in one dashboard. It immediately removes comments outside of your community guidelines and sends suspect comments to a queue for resolution in real time.
That means that community managers don’t need to spend their resources looking over each comment or manually monitoring social networks. When a moderator logs in, they can easily review what needs their attention, focusing quickly on issues that really matter. By cutting through the clutter and allowing the most important comments to get addressed in real time, it allows you to deliver the best customer experience.
Creating Meaningful Relationships
By flagging and removing inappropriate comments, Viafoura Automated Moderation allows authors, community managers and social media managers to spend their time addressing important inquiries quickly and creating meaningful conversations with their audiences.
And when your teams are empowered to engage with audiences in a timely and meaningful way, it leads to the best customer experience, higher engagement and ultimately a higher lifetime value for each customer.