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These days, there’s an acronym for everything
Explore our outsourcing glossary to find a definition for those pesky industry terms.
The world is increasingly digital and more and more day-to-day interactions take place online. The amount of user-generated content associated with that — comments, posts, product reviews, images, videos, user profiles, and more — is constantly growing across social media sites, blogs, ecommerce sites, dating apps, and forums.
Any interaction or piece of content can make or break a brand’s reputation — a single post can damage years of positive sentiment building — so it’s vital to keep your organization’s online spaces as safe and positive as possible. This is where content moderation comes in.
If your online space contains unsafe, abusive, or spammy content, people won’t engage or return — and that’s not good for business.
But how do organizations manage their user-generated content, and how does AI content moderation fit into the bigger picture?
Content moderation is the process of managing user-generated content and filtering content that goes against the specific guidelines for that platform or space. It can also involve suspending or banning users who violate guidelines.
Different types of online spaces call for different guidelines — for example, while online marketplaces are designed for buying and selling items, a forum might prohibit “for sale” posts.
There’s more than one way to moderate content. Here are five types of content moderation and how they work:
Each method has its strengths and weaknesses, so companies often combine them to maximize effectiveness. The best approach for your organization will depend on your available resources, as well as your platform’s specific guidelines, volume and variety of user-generated content, user demographics, and need for real-time interactions.
Managing large volumes of content poses a significant challenge for content moderation, especially as the scale of your platform or online community increases.
This is why so many organizations struggle to scale up their content moderation as they grow — with so much user-generated content uploaded every day, how can moderators keep up without slowing down the exchange of information or missing harmful content?
Another key concern is the mental health toll on human moderators who review harmful content day in and day out. This issue is often compounded by large volumes of content, as some companies increase pressure on moderators to meet quotas during times of rapid growth.
Luckily, AI can help solve both of these challenges.
AI systems are capable of processing and analyzing vast amounts of content much faster — and often more accurately — than humans. This makes AI-based content moderation solutions far more scalable than those that rely solely on human moderators.
But don’t discount the value of human moderators!! At SupportNinja, we believe that humans and AI are better together, and the most effective approach to content moderation is AI-enabled, leveraging AI technology to assist human moderators.
Technology commonly used for AI-enabled moderation includes:
The best way to incorporate AI into your content moderation workflow will depend on your platform, policies, and the moderation strategy you use.
Most commonly, AI does an initial sweep, removing inappropriate or sensitive content (in cases with high confidence that it’s against community guidelines) and flagging more nuanced content (in cases with lower confidence) for human review.
In addition to making the workflow more efficient, this first line of defense can greatly reduce human moderators’ exposure to harmful content.
Some AI can also improve your workflow by automatically identifying categories of violations and prioritizing them according to your brand guidelines (e.g. removing hate speech gets priority over removing spam comments). This ensures the most harmful content is removed first.
With feedback from humans, AI can become more accurate and more independent over time, so it can scale with your content volume without sacrificing accuracy.
In our vast, interconnected online world, user-generated content is everywhere — and it can be hard to moderate, especially during times of rapid growth.
But with the right balance of human moderators and AI technology, you can safeguard your brand’s reputation by making your platform or online community safer and more enjoyable to use.
No matter the size of your community or your unique guidelines, SupportNinja can help you manage user-generated content with a combination of scalable, AI-enabled strategies and a dedicated team of content moderation experts. Let’s protect your platform together.
Outsourcing is a $280 billion industry — and it’s an industry in the throes of a (sometimes painful) revolution. The old days of “race to the bottom” labor arbitrage are dead, replaced by a race to drive value. But what does the future of outsourcing look like, and what outsourcing trends are shaping that future?
To answer these questions, we partnered with CMSWire to conduct a comprehensive survey of 488 leaders (68% were C-suite, owner, or partner) whose organizations leverage outsourcing in some capacity. The respondents represent a broad range of industries, with a notable 20% from the SaaS / tech sector, allowing for a deeper analysis of that space.
Our survey results revealed some significant paradigm shifts in outsourcing, as well as practical implications for the organizations that utilize their services. Be sure to check out the full report here.
Let’s dive into some trends in outsourcing that we uncovered.
Cost savings is table stakes in outsourcing, but when it comes to choosing a BPO partner, cost is no longer the primary consideration.
Leaders instead demand top quality service from their outsourcing partners — 86% rated quality service as “critically important” when selecting a provider, compared to just 58% for cost savings (respondents could select more than one answer).
The best outsourcers will continue to provide cost-saving solutions while driving value through high quality service.
Increased emphasis on service quality doesn’t stop at choosing an outsourcing partner — it also extends to how organizations measure the value of their BPO relationships.
Not surprisingly, 59% of respondents identified cost savings as a key metric to measure the value of outsourced services. However, service quality ranked a close second at 51% (again, respondents could select more than one answer).
Quality is clearly important, but what quality means is less clear.
Users selected the factors we consider most closely tied to quality — like low turnover, scalability, and proven ROI — far less than quality itself, signaling significant subjectivity around what constitutes “quality” in the eyes of different organizations. But that’s okay. We’ll continue to explore (and provide!) the factors that translate to great service in a value-centric outsourcing partner.
A staggering 40% reported experiencing higher outsourcing costs than expected in the past year. This challenge resonates across industries — even in the tech sector, where cost savings are not the primary factor for measuring value.
For some organizations, “higher than expected costs” may simply mean they unexpectedly had to scale up their utilization of outsourcing services. But for others, it may suggest a disconnect between costs described in their provider’s contract and the actual costs of outsourcing services.
As you’re inspecting an outsourcing contract, be sure to ask about any additional fees that may apply — what’s included, and what’s considered an add-on that comes with extra charges? What requires a change order? Will you need to submit a change order every time you want to scale up or adjust your strategy? Asking these questions ahead of time will allow you to better align your cost expectations with your provider’s policies.
Despite 45% of respondents being “very satisfied” with their current outsourcing vendors, 73% said their organization is either considering or actively seeking alternative providers.
This high willingness to switch providers demonstrates that organizations are no longer settling for services that simply meet their needs. They know there are dozens of other vendors out there, and they’re always on the lookout for new partnerships that can deliver more value.
At SupportNinja, we’re not satisfied being just another “good enough” BPO provider. We deliver agile, tech-enabled people solutions — and we’ve radically altered the way we do business to provide value at every step.
AI is at the top of almost every “future of work” trends list, so it’s no surprise that it’s now a key component of outsourcing offerings — 78% say their outsourcing vendors have at least some AI capabilities.
The tech sector is particularly eager to embrace AI. Here are a few ways that SaaS and tech showed higher enthusiasm for AI-enabled services than respondents in other industries:
Among respondents who characterize their organizations as "proactive" about outsourcing, 62% report that the current economic climate has “no impact” on their outsourcing decisions. In contrast, only 23% of all respondents felt their outsourcing choices were unaffected by the economy.
What does it mean to be proactive about outsourcing?
It starts with recognizing outsourcing as a tool to drive long-term growth and success, not just a band-aid solution for talent shortages and operational bottlenecks.
Choosing to proactively incorporate outsourcing into your organization’s strategy can save time and headaches down the road. While a reactive approach might leave you scrambling to select a provider and onboard outsourced talent on a tight timeline, a proactive approach ensures that your outsourced teams are up and running before your operations are impacted.
What outsourcing trends will define 2024? Read more.
As our survey results illustrate, the outsourcing landscape is changing. Instead of focusing solely on cost savings, companies are now prioritizing service quality — and they’re no longer settling for “satisfactory” performance from their vendors.
In this market, BPO providers have to take a value-centric approach to outsourcing. And at SupportNinja, we do just that. We demonstrate quality by aligning with your objectives, remaining agile enough to scale with you, and maintaining industry-high talent retention rates.
Want an outsourcing provider that keeps up with the latest industry trends? Contact us today.
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