top 5 blogs 2023

Our Top 5 Blogs of 2023

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As we approach the end of this eventful year, we want to express our gratitude to our readers for their unwavering support and engagement. As the digital realm continues to expand, so too does our commitment to bringing you the latest and greatest content in social customer service.    Today,…
2024 Trends

A Glimpse into 2024: 5 Trends in Social Customer Service

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Now that 2023 is in the rearview mirror, it's time to cast our gaze forward and predict what 2024 might hold for the dynamic world of social media and customer service. The fusion of these two domains has revolutionized how businesses connect with their customers, creating a landscape that is constantly…
community

5 Simple Steps to Keep Your Online Community Safe

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The rise of social media, along with the growing number of online communities, has opened the door for people to connect with others from around the globe. However, with the growth of online communities, the risks of cyberbullying, hacking, fraud, and data theft have also increased. As the owner or manager…
Social Customer Service Defined

What is Social Customer Service and Why is it Important?

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Social media, for most companies, is no longer just a platform for branding, marketing, and sales. It has evolved into a space for customer service, too — giving birth to the concept of "social customer service." Social media platforms are now a crucial way for businesses to communicate with customers…

Mastering the Impact of Negative Reviews: A Guide to Handling Them with Finesse.

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In the digital age, online reviews have become a powerful tool for customers to express their opinions and share their experiences with businesses. While positive reviews can boost your reputation, negative reviews can have a significant impact on your brand image and potential customer base. However,…

How Responding to Online Reviews Boosts Your SEO

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In today's world, online reviews play a crucial role in a business' success. Whether it is a restaurant, a hotel, or an e-commerce website, customers often rely on reviews left by others to decide whether or not to engage with your business. But did you know that responding to these reviews can also…
social media moderation process

The Importance of Process in Successful Social Media Moderation

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  With the rapidly evolving landscape of tools, suites and products being announced, not to mention the social media scandal of the month, it’s easy to lose sight of a key success factor to effectively moderate and monitor your owned and earned channels. Process.   This column will delve…

The Top Three Social Media Moderation Trends that Will Rule 2019

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As 2018 draws to a close, the trends that ran throughout the year are showing their potential for the year to come. The team at Online Moderation analyzed the tendencies we’ve seen continuing to gain momentum for 2019 and below are our top three: Online Social Customer Support From bit players to…
man at computer with phone

Facebook Doubles Down on Content Moderators

Unless you’ve been hiding under a rock, you’ve heard the stories of murders and suicides posted on Facebook.  In order to keep that type of content away from the public, Facebook has just announced that they will hire an additional 3000 content moderators.  This is on top of approximately 4500…
city scape at night

Social Media Crisis? Take ownership of the issue.

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Yup - another airline incident caught on film. This time it was American Airlines flight 591 #AA591. While the incident was deplorable, the good news is  that American Airlines got out in front of the backlash.  They took ownership of the incident and defused any impending actions by the public.  See…