Customer Support Services Case Studies | New Media Services
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Customer Support Services Case Studies

HDTV Programming Provider Media and Telecommunications Company Mobile Games Development Company Flowers and Floral Supply Company

To protect users from the various threats present online, content moderation services are necessary. The proper filtering of content either by automatic filters or through live operators keeps online communities, businesses and brand reputation safe.

Our services specialize in live moderation using skilled staff that are trained to handle images, videos, audio, text and all other content. Live content moderators provide website protection to your users. Removing offensive/unwanted content, user generated content management, spam and scam removal.

New Media Services effectively provides easy to set-up, scalable and seamless content moderation services including social media moderation.

Here are a few cast studies that offer an insight to the effectiveness of our Content Moderation services:
(please note that due to official Non-disclosure agreements, client names may be changed or omitted)


Telecommunication Provider
BACKGROUND:
A multinational telecommunication provider.
Dilemma

Due to an increase in abrupt and unannounced power interruptions, the rate of the client’s irate customers has significantly grown in number. The client’s users also demanded to talk to a supervisor for troubleshooting, instead of relying on the assistance of the company’s existing customer service agents. According to the customers, the language barrier was a crucial factor in their increased dissatisfaction with the company’s support service.

SOLUTION

NMS’ Multilingual Call Center services are well-equipped with the right resources to address the needs of the client. As such, the client was able to gain access to specific advanced tools for managing customer accounts, creating reports and updating account details based on customer activity and requests, and expediting dispatches

NMS’ Tier 2 support was also able to resolve language barrier issues and boost the efficiency of the client’s customer support through the multilingual feature included in the Call Center services.

Three scarf in different colors

RESULTS

The occurrence of irate customers post-call was reduced. Proper explanation and seamless support showed callers that the client values their business and showed a sense of urgency. This resulted in enhanced customer trust and satisfaction.

Mobile Phone Company
BACKGROUND:
A multi-national mobile and semiconductor manufacturer
Dilemma

The client planned to set-up a photo submission contest to coincide with their flagship phone launching. This campaign required a review of submitted images based on pre-set rules and guidelines.

SOLUTION

The company hires NMS to moderate submitted images. The varying number of submissions sent for review were handled on a daily basis with NMS scaling up or down based on the number of staff needed for the day’s workload.

Cellphone capturing flowing river

RESULTS

The task was completed as required with all submissions moderated accurately. The campaign was increased the credibility of the contest and the flagship phone launching was a success.


A Social Networking Company
BACKGROUND:
A social network startup marketing a mobile application that encourages interactions among users through various user-generated content (text, photo, audio and video).
Dilemma

The client required assistance in moderating content submitted by users to ensure no inappropriate or offensive content was posted and that all other user-generated content adheres to the guidelines and standards set.

SOLUTION

The company provided the rules and guides for moderation that the Live Moderators of NMS used to review content.

A woman smiling on a camera

RESULTS

The moderation campaign was effective and efficient. The guidelines were enforced and even improved upon by NMS.


A Clothing Company
BACKGROUND:
A global authority on wool and wool products.
Dilemma

The client began using a feedback, comment and customer interaction feature on their website that they foresaw as possibly prone to spamming and abuse. They decided to implement filtering through moderation.

SOLUTION

The company tasked NMS to moderate their feedback forms, comment boxes and user interactions 24/7. All posts that violated the rules and guidelines of the company were removed and the violator was promptly informed.

Three scarf in different colors

RESULTS

The campaign was successfully completed without dispute. The feedback, comment and customer interactions generated the attention desired and interest was increased due to the clean nature of interactions within the 5 month campaign period.


For more information on NMS Content Moderation Services click here