Key Challenges
- Put together a team of moderators to prevent users from publishing content that violates the platform's rules.
- Organize and provide chat support for users.
Implemented our solution
In a short time, namely, in just 5 days, the ICL Services team successfully completed the task.
Our experts:
• formed a team of moderators, support line employees, a trainer, a quality manager, a team leader, and a project manager.
• developed rules;
• trained moderators and support line specialists;
• started the service.
Daily, moderators check publications, stories and announcements. For a 12-hour shift, each of them processes at least one thousand pieces of content. Support line specialists provide consultations to users and process requests using chat: every day each specialist processes more than 20 requests, with releases with updates and marketing activities, the number of requests increases 3-4 times.
In addition to the direct provision of the service, the project team builds and automates processes, prepares a knowledge base for the customer, supplements the regulations for moderation and support, and composes service values.
Results
- In just 5 days we launched a service for content moderation and user support.
- We ensured a high level of quality, speed of content processing, response time to requests in the chat support for users, and fast escalation of problems.
- Formed the rules and requirements for the posted content.
- We built a process of making changes to the rules and content requirements in connection with regular amendments to the legislation and toughening of liability for violations.
- Created a knowledge management system.