Kate Leighton – Online Moderation

Social Customer Service and Moderation Trends for 2023

Kate Leighton — Tue, 10 Jan 2023 16:33:33 +0000

Consumers made a drastic change to online shopping and online engagement with brands over the past few years. As a result, companies are seeing an ever-increasing need to meet customers’ expectations for excellence in customer service with speed, availability, and efficiency more than ever.

Online Moderation is the leader in professional moderation and social customer service, and what we see for the year ahead comes down to this – it’s time to re-evaluate how well you are handling your overall online presence with your customers and potential customers.

Increased Lead Generation or Increased Loss of Sales?

Relying on a ‘shop now’ button on a Facebook ad is simply not enough anymore. What happens under those ads is where the magic happens. Trends are showing that consumers are relying on the comments and interactions, as a community, to help them make their decisions to make purchases. They might ask others what their experiences were and read positive and negative experiences before and after purchases were made. They also read about what people think of the brand’s sales teams, customer service, repairs, deliveries, and other important personal experiences – and THEN they decide whether to follow through with a purchase or getting a quote.

At Online Moderation, we view these small discussions as micro-communities that can influence any brand’s reputation and sales in powerful ways. It is more important than ever for brands to consider having trained social customer service teams taking a strategic approach to managing their social platform engagement.

Quality! Quality! Quality!

Consumers engaging with brands online are savvy, and they can pick out a bot or canned response in a heartbeat. “We are seeing our clients’ customers letting us know how much they appreciate speaking to a friendly, real person, “ says Kate Leighton of Online Moderation. “One of the great things that makes our team stand apart as the go-to choice of so many brands is the way we engage with our clients’ customers. They know we’re real, we care, we’re efficient, we keep the brand voice, and we are part of
their customer care team making sure the customer experience is always excellent.”

We’ll say it again – it’s all about quality. Brands with an online presence are recognizing the importance of high-quality social customer service. Automation may be great for scheduling ads and promotions, but when it comes to creating loyal customers and engagements that create paths to lead generation, the quality of your social customer support is simply more important than ever. This will set your brand apart from your competitors who are, by ignoring interactions on their social platforms, shutting the door in their customers’ faces.

Prevent Damaging Customer Support due to Staffing Shortages

Customer service is about people. We all know that. It’s about engaging with customers and potential customers in a way that creates the best possible authentic experience. As a result, this may lead to leads, increased sales and customer loyalty and referrals.

Today large companies are facing staff shortages either by choice or circumstances, but there are still customers to take care of and a reputation to uphold. The belief that consumers will rely on self-service when it comes to online customer support may be a mistake. We know people want to speak to people. It’s what customer service is all about. An FAQ on a website may be helpful, but who do customers turn to when they have questions that need answering, or when they are angry? They turn to social media and post comments on the brands’ websites, Facebook pages, Twitter, and other social platforms, as well as review sites.

“That’s why Online Moderation is the best,” says Kate. “We are there to protect the reputation of our clients, make sure their customers are taken care of, and give their customers the type of experience the brand wants them to experience. Ignoring social interactions and comments by customers is literally damaging to their business. We are here to make sure that doesn’t happen.”

According to Hootsuite, only 21% of marketers feel they do a good job of servicing customers on social channels

The Phygital customer world expands

What is Phygital? Phygital refers to consumers existing in both the physical and digital world, engaging with brands in both places.

An example of this is a brand that sells a product or service in real life or a brick-and-mortar setting, but they also promote, gain leads, and service customer needs online. Marketers are starting to realize that the physical and digital presence is a combined experience for their customers. Imagine someone shopping for a car online, choosing the car, dealing with customer service online, and then going to pick up the vehicle in person at a dealership and dealing with customer service in person. This is Phygital.

So how does it affect the brand online and the customer journey? Consumers will visit read reviews, read comments from other customers and individuals who have had experiences with the brand on social media platforms such as Facebook or even TikTok, and who have actually seen, touched, and purchased the actual products offered by brands. They read about the digital-to-physical experience others have had – and in 2023 this trend is going to be bigger than ever.

At Online Moderation, we have clients who put a great deal of time and focus on the way their brand is perceived online and offline, and the way their social customer service is handled. They recognize that every post, every comment, every interaction is a potential lead. Together with our professional team of social customer support specialists, we have elevated their customer experience to outstanding levels.

The online moderation and social customer service world continues to evolve, and Online Moderation will always be the industry leader in supporting companies and organizations.

If you would like to schedule a consultation with our team, we would be happy to meet with you at your convenience.

The post Social Customer Service and Moderation Trends for 2023 appeared first on Online Moderation.

Is your business on TikTok? You need moderation- TODAY!

Kate Leighton — Tue, 01 Mar 2022 21:54:14 +0000

TikTok is growing – and if your company is using TikTok to reach potential customers or deliver a message to your community, you know about the growing need to manage the flow of comments coming into your TikTok account.

More than 85% of businesses are using video as a marketing tool. Today more businesses are realizing that they also need to be on TikTok, the hottest platform for instant visual gratification by viewers. Videos run from five to sixty seconds long, have brilliant filters, special effects, a music library, and a culture of almost anything goes – as long as it’s done well. TikTok users do not like to feel like they are being advertised to. A smart marketing strategy on TikTok will get you the leads you’re looking for while making you part of one of the most interesting and thriving communities online.

TikTok is Growing.

As of February 2022, the app has been downloaded more than 1.65 billion times with viewers opening the app more than eight times each day. The largest demographic is 18-24 years old, followed closely by 13-17 years. Clearly any place online that has that large of an audience in that age range needs to be closely moderated for the well-being of the users.

TikTok Moderation Generates Leads.

While videos and ads create interest, just like on Facebook and other platforms, there are consumer questions and customer service issues that need to be monitored. Online Moderation moderators are there to capture lead information and get it to the business, respond to inquiries, and handle the social customer service issues that inevitably arise. “Our clients have seen general questions posted on their social media posts turn into hot leads because our moderators have nurtured them and delivered them right to our clients’ inboxes.” says Mark Somol. “This doesn’t just happen. Our moderators are trained to recognize every situation, from lead generation to interventions during potential PR crises – and handle them accurately, efficiently and quickly. It’s why we’re considered the best in the business.”

How Online Moderation Can Help You.

TikTok Online Moderation Moderators:

Answer customer and potential customer inquiries
Handle customer support situations such as complaints
Nurture potential leads
Prevent bullying and social unwellness among viewers
Prevent potential PR crisis situations
Create the best customer experience possible by engaging with your TikTok audience

Savvy businesses now realize that advertising on TikTok and having a TikTok account to post regular content means the potential of thousands of viewers. Brand takeover ads, for example, are the first thing users see before they see any other content. Advertisers can link the ad to a landing page on their website where exclusive offers can be made.

Sponsored hashtag challenges allow businesses to sponsor a hashtag and advertise on the Discover page, again giving them the opportunity of increased engagement for their brand.

Native ads and branded lenses are also available for businesses to increase engagement and exposure for their brand.

Under every advertisement or TikTok video your business creates, there will be comments, questions and potential leads. Considering the culture of TikTok, it is important to make sure your comment section is moderated on a daily basis.

“We have seen comments on a relatively harmless business TikTok video start out fairly general, and turn into a storm of arguing and bullying.” says one of the Online Moderation TikTok moderators. “We’re there to shut down that negativity and protect the integrity and reputation of our clients, and to make sure that the purpose of their video stands out.”

The Importance of TikTok LIVE Moderation.

TikTok LIVE streams are taking off like wildfire! These sessions are amazing opportunities to connect with target audiences.

TikTok has added live-stream moderation tools to help those businesses who are recognizing the value of live streaming. So what does this moderation look like? Simply put, Online Moderation live moderators are available to be on duty during live broadcasts to manage the comments, remove trolls, and assist with customer service inquiries. TikTok LIVE allows creators to allow up to 20 moderators moderate live events. A live event may be anything from a debate, a lecture, or discussion, all the way up to celebrity interviews and concerts.

Take for example a company that may be doing a live demo on a home renovation using tools and techniques that would be of interest to consumers. During the live event trained moderators ensure unwanted comments and interactions are shut down quickly, while relevant questions are responded and potential valuable leads are nurtured and captured for the business.

A new setting in the LIVE launch screen allows hosts to turn off comments completely, avoiding all engagement, or add up to 200 words and terms into a keyword filter. One addition hosts and moderators alike will find valuable is the ability to add words to the filter while the live event is happening.

We could go on and on about this incredible platform but one thing is for certain – if your business is on TikTok you need to speak to the best team online. It’s time to talk to the team at Online Moderation about the moderation of your account.

The post Is your business on TikTok? You need moderation- TODAY! appeared first on Online Moderation.

2022 Trends in Social Media – The Year of Opportunity

Kate Leighton — Fri, 04 Feb 2022 21:54:26 +0000

2022 Trends in Social Media – The Year of Opportunity

The new year is in full swing and companies are adjusting to the new realities that have come to light in the last few years. So what does that mean for your business? The moderation experts at Online Moderation sat down to discuss the trends for 2022 that you need to know about.

It is clear that social media in 2022 will be the key customer acquisition and retention strategy. In fact, the Online Moderation team knows by experience that social customer service has been a growing trend in the past five years. “Our customers are changing,” says Mark Somol, CEO of Online Moderation. “Our strategists are seeing more inquiries into the engagement and management of customer reviews, customer service inquiries, and lead generation than ever before. These companies need leads. They need customers who are
happy. They need our services more than ever.”

As companies begin to focus more on social customer service, the skill those engaging with customers on social media platforms has to evolve. At Online Moderation our team of social customer service moderators are skilled in every social media platform from Twitter to Tik Tok. Understanding the way platforms perform, analytics, crisis management and escalation procedures and lead generating engagement is key.

The unique Online Moderation omnichannel approach to customer service on social media platforms has been recognized by a high satisfaction rate among clients. “We don’t rest,” says Mark Somol. “ Our team is constantly aware of the changing social landscape and demands customers put on our clients. At Online Moderation we have some of the highest level of standards in the industry. As a result we have had more word-of-mouth referrals to our company than ever before. Our leadership and agile approach to social media moderation and social customer support makes our clients’ work easier while providing results and peace of mind. We have clients that have literally been working with us for decades because they know the value of professional moderation.”

Engagement is Everything in 2022.

Monitoring your social media streams has always been important. Your customers -and trolls – are posting about your business. Connecting with your customers to create the ultimate personalized experience is critical to your business. In the past, driving traffic to your website was the goal. Today, as attention spans grow shorter and gratification needs are more immediate, engaging with customers and potential customers is more important than ever. Spending money on ads is important, of course, but engaging and connecting with your customers, asking their opinions, celebrating their accomplishments, and being part of their life will pay off in customer retention, return engagements, referrals and positive reviews.

Our team of social moderators is skilled in creating the best experience for your customers and leading them through the customer journey to create leads.

Application Support on the Rise.

According to Finances Online (www.financesonline.com) the COVID-19 pandemic has helped the smartphone app world explode. More people are relying on their smartphones than ever before. From shopping to financial apps.

Our team has experience in the moderation and management of customer service related comments and reviews in numerous apps including financial services. Understanding the sensitivity of customer expectations during software updates and outages is key. As the year goes on and more people rely on apps provided by their service providers and relied upon brands, the critical management of engagement on and about these platforms will continue to be important.

Goodbye to In-House and Bargain Basement Moderation.

Let’s face it, every business has a budget. Over the last year we have seen more businesses realize that true social customer service is far different than having an intern answer incoming emails from disgruntled customers. They are also realizing that the old saying is true – you get what you pay for. Proper, skilled, experience, and strict moderation protocols like those at Online Moderation are important. Turning to off-shore or bargain priced moderation services saves companies money, but it costs in terms of lost leads, poor moderation services, and potential PR crisis’ situation where less than skilled moderators representing your business do anything but serve your best interests.

At Online Moderation our training and expectations of our moderators is of the highest standards. Our moderators have years of experience, are trained to meet our standards, and are career focused individuals who take their job seriously. It is unfortunate to know that there are companies offering cheap moderating services with moderators who are paid per comment, unskilled, and unmanaged as they work through their clients’ customer base. At Online Moderation we begin by meeting with clients to determine their needs, understand their pain points and security concerns, and help them understand how we, based on our experience, can best serve them to meet their needs. We appoint a lead strategist who is available 24/7 to understand their customer’s journey and experience, understand their budget, and define the moderation strategy for their business. Nothing is at arm’s length. We are part of your team, and we are here to support your needs honestly, professionally, and consistently.

The Online Moderation team provides the strongest support in the industry, allowing your business to scale up or scale down on support as needed, without the staffing worries of an in-house team. And unlike an in-house team, our moderation team is available 24/7 including holidays.

Social Media Ad Management

According to Social Media Today, there has been a 92.3% year-over-year spike in social media ad spending. Posting paid ads across social media platforms helps brands reach a larger audience. Along with the Buy Now and Purchase Now click-throughs on ads, there is a strong opportunity to engage with potential customers, address customer concerns, and manage negativity and potential crisis’ within the comments section under the ad. Our social customer service team has proven success in managing comments and turning inquiries into leads for clients.

Building a strong brand reputation and strong relationships with customers is priceless. As ads appear in front of social media users, decisions to purchase are often influenced by the comments under the ads and the way the company itself interacts with their community.

Facebook Groups and Niche Interest Experiences

Facebook groups have proven to give customers the niche interest experience they’re looking for. From free groups to paid groups, this focused experience brings together customers who are seeking out like minded people to connect with across the globe, and gives businesses the chance to truly engage in a personalized way. From Facebook live events inviting customers to engage and connect with businesses and business leaders, through to the new live audio rooms, these niche groups will continue to grow in 2022.

Savvy businesses using Facebook groups recognize the need to have skilled moderators managing the space and ensuring the best customer experience and journey possible, while helping the businesses recognize trends, concerns, reputation issues, and potential leads.

24/7 Social Customer Service

Your customers are online at all times of the day – and night! When your business team and customer support team goes home at the end of the day, your customers are online reaching out to you. The Online Moderation team provides 24/7 support across all social media platforms. The trend for 2022 is to see a steady increase in the demand for quick, friendly, and effective 24/7 social customer support.

No matter how big or small your business is – if you are online you need professional social customer service and moderation services. Talk to the leaders in the industry – talk to Online Moderation.

The post 2022 Trends in Social Media – The Year of Opportunity appeared first on Online Moderation.