Back Office Support can be the umbrella term for roles that support front office work. Generally, these are operations that customers don’t see but contribute greatly to the customer experience. Some include content moderation, e-commerce tagging, and digital transcription, to name a few.
The responsibility of these jobs is to streamline and improve the customer experience since flawless data, clear and compelling content, and we designed websites are all big contributors to improving customer satisfaction.
Some examples of back-office services include
- Accounting and finance
- Content moderation
- Data entry
- Graphic design
- Website management
- E-commerce tagging
- Digital transcription
Even though back office support roles are generally kept behind the scenes, they are still integral to every business and can never be overlooked. Back-office support exists to scale business needs and remove friction from the customer journey for positions such as data entry, content moderation, office services, and financial services.
Whatever happens before and after a sale (or support interaction) completely falls on the shoulder of the back office support and can make or break a customer experience – leaving customer-facing roles to pick up the pieces. An efficient back-office support system helps prevent negative experiences at each touchpoint. From multichannel services to order fulfillment, employees in back-office positions are as crucial for a positive customer experience as front office ones.
All about Content moderation?
Content moderation also falls under the umbrella of back-office support. It is when online platform screens and monitors user-generated content based on platform-specific rules and guidelines to conclude whether the content should be published on their online platform or not.
To put it simply, when a creator submits content to a specific website, that creation will initially go through a screening process, also known as the moderation process, to ensure the article upholds the company’s reputation and does not partake in anything illegal inappropriate, or harassing, etc.
The practice of Content moderation is mostly partaken by online platforms which heavily rely on user-generated content. Examples of such platforms can be social media platforms, online marketplaces, dating sites, and community forums, etc.
There are various types of content moderation. Such as:
- reactive moderation,
- distributed moderation,
- and automated moderation.
There are no rules and regulations to content moderation as each site may have distinct requirements. There are many factors and elements which are needed to be taken into consideration to conduct content moderation for each site properly.
However, there are still some generalized guidelines to follow in content moderation. These guidelines are suited to each site, whether you are running an online marketplace, social media platform, or economy sharing sites, etc.; these are tried and tested when it comes to content moderation.
The guidelines of content moderation
a). Create crystal clear rules
The rules for content moderation are required to be clear for everyone who is directly involved with the online site’s content moderation. Each person, from the data scientist developing your AI moderation to the human moderator reviewing content. An uncertain rulebook can set all the moderation efforts back to their origin, both from a financial and user experience perspective.
b). Pick a moderation method that is ideal for your needs
Initiate by monitoring the kind of content your site hosts and the demographic of the users. It will help you to picture the requirements of your moderation methods and setups clearly. For example, if we compare the type of user-generated content found on Wikipedia to that of Facebook, the differences are astonishing, and so is their users’ behavior. This is what differentiates between their moderation methods, and hence the setups look different to fit their platform’s specific needs.
c). Moderate all sorts of content
Whether you’re running an online marketplace, dating site, or social media platform, your users are key contributors to your platform. Making sure they enjoy pleasant experiences and are met with quality content on your site should be of interest. To achieve this, you need to ensure that content moderation is done efficiently.
In an ideal system, moderating all types of content on your site, from text and images to videos and 1-to-1 messages, might seem like a viable solution. However, this is not an approach possible for all online platforms in the long run; for both financial and technical reasons. But it is important to identify the high-risk categories and start your moderation efforts there as the minimal moderation.
d). Start with content moderation as soon as possible
If your online establishment is in its early stage, then content moderation might not be at your top priority right not but trust us when we tell you to start with moderating your content as soon as possible.
It is completely understandable that content moderation should not be your main priority right out of the gate, but you must have a plan for how to handle user-generated content from a moderation perspective when you scale. As you grow and the network effect kicks in, you often see a rapid increase of content flooding the platform, And hence You need to be prepared to handle that; if not, you might pay the price at a later date.
e). Know what good content is
Quality content is key to building user trust and achieving an excellent user experience on your online platform, but it is also important to understand what stands as quality content for your sire. So it is essential not to misinterpret good content and end up rejecting user-generated content simply because it is negative
A good example of it is that if the message of the content is negative, it can still be remarkable content, as long as there has been no use of harsh language. Genuine content is what you want, so it enhances the quality of the site and also the trust of the user.
f). Wasting Resources is a no-no
Do not reinvent the wheel times and times again. With multiple content moderation tools and solutions available in the market, you must prioritize your resources carefully. Innovation and growth can boost your online platform to success, and this is where your resources will give you the most competitive advantage. Find a way to minimize resources for innovation without risking falling behind with your moderation efforts
Benefits of outsourcing content moderation?
If you ever find that your company requires professional content moderation and you lack the resources, then you can surely choose to outsource it. In fact, It is a preferable choice for most online platforms, especially if you still have no idea how to develop the content moderation guidelines.
It is believed that outsourcing content moderation is much better than doing it in-house due to the following benefits:
1. Working with a panel of expert
By outsourcing your content moderation needs, you can expect the assistance of experienced moderators. You can rely on an outsourcing company to have a roster of professional moderators who can provide you with the moderation support you need for your business. All you have to do is to assist your outsourcing partner, so they know what you need in terms of guidelines, and they can do the rest.
2. Be free from the responsibility of content moderators
It is very difficult to find reliable and efficient people to work within regard to content moderators, especially if you need them at a time restraint. Hence forming an efficient team of professional moderators will take lots of time, from hiring and training to performance feedback and monitoring. So instead of dealing with these escapable tasks in your company, why not just work with an outsourcing company and let them handle your content moderation? This way, you get to focus more on the core functions of your platform. As time passes, more businesses are finding the need to build a reputable presence online, and hence the demand for content moderation is also on the rise.
3. Partner with a company that has the required tools and knowledge ready
Outsourcing companies see that they already have all the tools, processes, and workforce available before offering a business proposition. This is one of the pros of outsourcing content moderation. Once you initiate working with an outsourcing company, you save time and also resources and can avoid the hassles of setting up a new premise and then hiring and training an amateur team to handle your content moderation.
4. Focus on cost-efficiency as opposed to in-house hiring
Another benefit in outsourcing content moderation is that you will not have to spend money on tools, hiring, and training your content moderation team. Working with an outsourcing company can save up on operational costs. You only need to pay for an agreed-upon amount and let your partner company handle the rest of the work for you. This will save you a lot of time and energy and will also be cost-efficient.
Outsourcing content moderation has a lot more benefits than having an in-house content moderation and can help you focus on more important aspects of your online platform.