So how do you do YOUR customer care?
Enshored are actively involved with managing a large number of customer service campaigns for companies in different industries. What is interesting is the range of support methods and windows our clients have developed, and how these continue to evolve. Here are some insights into the different ways our clients view their customer care:
Content Moderation Services, particularly active moderation, are a large and growing segment in outsourcing. Content moderation has grown out of the proliferation of new websites and apps that are set up to allow free expression and sharing of ideas, artistic creation, and views. While the majority of people posting are doing so in the spirit of the application they are engaging with, some are nefarious, and need to be managed.
From bullying, thru trolling, to pedaling hate, some people believe that the anonymity of these great new channels creates an opportunity. And somewhere out there, the channels fight back through rigorous vetting of new content as it is uploaded (hence active moderation), using technology and good old-fashioned human judgment to clean it all up.
We all want to get an opportunity to share, vent and be creative, and we all benefit from the work being done by what experts estimate to be over 100,000 professional content moderators, predominantly in the Philippines.
1. You’re the CEO and you spend more than half your day doing non-strategic work.
Many startups, especially those bootstrapped, expect their execs to help manage all the initial workflow. While the title CEO may adorn your business card, you may also find yourself being customer care agent #1, data specialist or software engineer during part of your day. It is just the nature of startups that when you need some functions for fractions of a day you’ll do this.
But when you are so tied up in the operations that you can’t get on with the vision and strategy, you may be ready to outsource.