The internet never slows down. While you can't review every piece of content, you still have a responsibility to moderate content in your digital communities.

As content creation has grown exponentially, so have the challenges of moderating it effectively. Scaling up content moderation without impacting accuracy, dealing with large volumes of information, considering user privacy, balancing user expression and safety, mitigating exposure to harmful content, and even algorithmic biases add to the challenge. 

And while AI has helped companies review content at an even larger scale, it can’t completely replace the judgment of a person.

Over time, the most successful organizations have learned through trial and error that when they partner with quality outsourced teams for content moderation, they’re able to overcome these challenges and deliver great moderation to their communities — at scale. 

Let’s take a closer look at how we bring outsourced content moderation to life, our capabilities and solutions, the platforms we can support you on, and more.

What Types of Content Moderation Does SupportNinja Provide?

Most of our content moderation services focus on reviewing text and images — as both posts and comments — across various platforms. And we’re flexible enough to adjust based on what your content requires.

SupportNinja currently offers three distinct types of content moderation:

• Pre-moderation — Moderators review all user-submitted content before it goes live.

• Post-moderation — User-submitted content goes live immediately. It’s then added to a queue for review; a moderator can remove it if deemed inappropriate.

• Reactive moderation — This approach relies on users to flag content for moderators for review if they believe it violates community guidelines.

Let’s take a look at some examples of how our content moderation experts use different approaches for different situations.

Pre-Moderation Use Case

For one retail ecommerce client following a pre-moderation approach, we sort through all online submissions and review which ones go live on the client page based on established guidelines. 

We work closely with our clients to develop guidelines that reflect their values, as well as any compliance requirements. 

Post-Moderation Use Case

For another client seeking a post-moderation approach, our moderators hide and remove inappropriate content, but they’re also quick to bring wit and funny responses with their replies, which aligns with the client’s brand voice.

The fun aspect of the comments and exchanges between your customers and our team drive on-page engagement, supporting your marketing efforts.

What Factors Should I Consider When Planning to Outsource Content Moderation?

Effective content moderation outsourcing starts with understanding how different approaches support your goals.

Here are a few factors that will help you determine the right solution for you:

• Content Type — Do you need to moderate social posts, comments on company web pages, or chats? Each content type requires unique platform knowledge and considerations. SupportNinja provides moderation on social posts, company pages, influencer pages, images, chats, forums, and more.

• Specialized Knowledge — Some industries require moderators to understand compliance requirements, industry jargon, or even slang. We’ll maintain documentation and provide any necessary training to ensure your team understands relevant topics.

• Technology — No matter your technology requirements or limitations, we ensure your team of moderators is set up for success. Whether you’d like us to work within your established platforms or provide recommendations for new tools, we take a tech-agnostic approach, helping you build a tech stack that enhances performance, supports innovation, and protects against vendor lock-in.

• Data Security — Community trust is a precious commodity. At SupportNinja, we prioritize security by restricting agent access to only the systems and data required for their tasks, preventing data exfiltration, and logging all activity for full transparency. These measures, combined with our privacy-first architecture, ensure your community remains safe and secure.

• Value-Centricity — Your content moderation team should look for ways to provide value to you, your company, and your customers. That can look like thinking outside the SLA, making workflow recommendations to improve efficiencies, or even tracking trends that may identify key pain points for your customers.

• Language Support — If we’re moderating written content, what languages will your audience use? We moderate content in over 10 languages worldwide (including English, Spanish, French, German, Portuguese, and Mandarin), but if needed, we can also secure talent with native proficiency in other languages.

• Uptime and Availability — SupportNinja offers content moderation on your timeline, whether you need it 24/7, just during office hours, or on a unique schedule that fits your needs.

• Quality Control — SupportNinja is committed to continuous, ongoing quality control and improvement. We prioritize transparent, measurable strategies aligned with your success metrics to ensure we’re always growing the value we create for you and your customers. 

How Does SupportNinja Manage the Wellbeing of Our Content Moderation Teams?

Content Moderation can be a taxing job. Recognized as a Great Place to Work for two years in a row, SupportNinja makes the wellbeing of our team a top priority, with a rigorous set of safety and wellness guidelines to make that priority tangible. 

We focus on the individual person’s experience, limiting screen time during the workday and ensuring everyone takes regular breaks and a lunch break away from their desk. 

We continuously monitor exposure to harmful content and check in with our team regularly to ensure they’re doing well, and offer round-the-clock access to services — including psychological support — whenever they need it.

Finally, we deploy AI and bots for initial content screening to minimize exposure to harmful or sensitive content.

How Does SupportNinja Integrate AI into Content Moderation?

At SupportNinja, AI and similar tools support our content moderation experts so they can focus on the most crucial parts of their jobs. In addition to deploying AI to help screen content, we build filters to analyze text for sentiment (positive, neutral, negative, or toxic) and detect hate speech and discriminatory language. Computer vision and machine learning tools allow us to apply similar filters to images and videos. This frontline approach is fast and reliable, reduces the risk of bias or inconsistency in moderation, and makes your content moderation function more scalable overall. 

A few additional ways SupportNinja uses AI and other digital tools:

• Reducing Manual Effort — Automating repetitive tasks like data ingestion, data summarization, and specific moderation sub-steps frees up human moderators for complex cases. For example, NinjaAI Editor provides suggestions and pre-built templates for agent responses, ensuring clarity, professionalism, and consistency with your brand voice. This streamlines moderation workflows, enhances productivity, and reduces human error.

• Improving Contextual Accuracy — Leveraging AI and natural language processing (NLP) to understand content context and flag potential violations allows moderators to focus on nuanced judgments. This improves accuracy and consistency in flagging harmful content. Our tools utilize context-aware AI and NLP to understand the nuances of content, aiding in accurate categorization and moderation.

• Automating Information Retrieval — Saving time and effort by automatically finding relevant information and data for moderation decisions makes each moderator more impactful at scale. For example, NinjaAI Hub integrates all necessary tools into a single browser-based workspace, eliminating the need to toggle between multiple tabs or platforms. This allows moderators to focus on their tasks without distractions.

What Platforms Does SupportNinja Moderate?

The most common platforms we support are:

• TikTok
• Facebook
• Instagram
• X (formerly known as Twitter)
• Snapchat
• Discord
• Reddit
• Play Store / App Store feedback
• Comments sections and similar functionality on our clients’ websites or platforms

When SupportNinja is Moderating Content, What Are the KPIs We Track and Report On?

While we can customize our reporting to fit your needs, we do recommend certain metrics that we believe provide the best way to measure our impact. These KPIs play an important role in continuous improvement and quality assurance, and are at the core of our value-centric approach. 

• User engagement, including time spent on platform
• Accuracy of moderation relative to our established guidelines
• Response time to reported content
• Number of content violations 
• Publish time (how long content takes to be reviewed, cleared, and published)
• Refusal / rejection rate
• Reported or flagged content

We closely monitor each data point to help quantify and increase the value we deliver. 

How Do I Develop a Content Moderation Plan with SupportNinja?

The first step is understanding your needs — what platforms, content types, languages, etc. need moderation? If requested, we’ll provide tech-agnostic guidance to help you choose the best tools for your content moderation strategy. 

Then we’ll dive into your knowledge base, brand guidelines, voice and tone documentation, and any other materials you can provide. This will help us deliver great moderation in a consistent voice that feels authentic to your brand. 

We’ll closely monitor performance on an ongoing basis to iteratively improve the quality of service and outcomes we support. 

How Can I Get Started?

It’s simple! Just fill out this form and we'll reach out to start building your content moderation program right away. 

Our fixed pricing model is straightforward — the rate is determined by the location(s) where you want your moderators and their experience level, technical skills, and qualifications. 

There are no hidden fees. 

Once we’ve established our relationship and have access to your training materials, we can scale up your team in a matter of days.