A tremendous amount of new content is published on countless platforms every day. While it may not be possible to review every single piece of content ever created, companies have a responsibility to moderate content posted in their digital communities.

As the amount of content created has grown exponentially, the challenges of moderating it effectively have increased as well. 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.

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.

Table of Contents

What Types of Content Moderation Does SupportNinja Provide?

Most of our content moderation services focus on reviewing text and images posted on various platforms, either as original content or as comments. We will approach moderation differently depending on your requirements.

SupportNinja currently offers three distinct types of content moderation:

• Pre-moderation — Users submit content that is reviewed by a moderator before it is posted live.

• Post-moderation — Users submit content and it 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?

Great content moderation outsourcing starts with understanding these varying approaches and how they can each contribute to your company's goals — but there are other key elements to keep in mind when building an outsourced content moderation solution. 

Understanding your goals is critical. SupportNinja’s content moderation experts can help you map how different solutions will help you deliver great outcomes to your users and your bottom line. 

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. Your unique team will understand relevant topics — we’ll maintain documentation and provide any necessary training.

• Technology — Your tools and platforms may have specific requirements or limitations that we must address to ensure your team of moderators is set up for success. And whether you have an established tech stack or need help determining the best platforms, SupportNinja offers guidance and collaborates to ensure the best outcomes for you and your customers.

• Data Security — Community trust is a precious commodity, so applying data security requirements to content moderation is essential. Documenting your requirements — and helping craft them if necessary — will help us ensure that your content moderation team adheres to policies that protect the community. 

• 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? SupportNinja can provide multilingual content moderation in English, Spanish, French, German, Portuguese, and Mandarin.

• Uptime and Availability — SupportNinja offers content moderation on your timeline, whether you need it 24/7 or just during office hours — or anywhere in between.

• Quality Control — SupportNinja is committed to continuous, ongoing quality control and improvement. We track our performance in many ways to ensure we’re always growing the value we create for our clients and their customers.

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

Content Moderation can be a taxing job. We make the wellbeing of our team a top priority, including 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 whenever possible to minimize the likelihood of any team member coming into contact with 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. This boosts 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. 

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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 a client's 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

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

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?

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 voice that feels authentic to your brand. 

Finally, you can hand-pick your team or rely on our content moderation experts to build a team for you. 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.