Chat Moderators has today announced its feedback monitoring service which comes in response to a sudden rise in enquiries from businesses for feedback reporting and community management services.
Chat Moderators claims that as more and more websites begin to incorporate user-generated content, many brands now understand the value of capitalising on the free feedback they are receiving from customers and potential customers every day through their online chat rooms and forums.
Rob Marcus, director of Chat Moderators comments, “Feedback reporting as a concept is nothing new, but we have seen new interest in this area over the last year. This is a positive sign that brands’ are becoming aware of the mileage that a social network can provide them in terms of capturing what people are saying about them and using it to benefit them. Advertising is not what it used to be; the web has provided a far more creative medium for brands to express themselves and receive opinions and feedback in return. In the past, companies have used a large amount of their budget to obtain feedback from customers to develop products and services – a social network can do this for relatively small cost and often on a much larger scale.”
Chat Moderators is offering feedback reporting to brands that purchase a community management package; the offering is a separate division to its moderation service. Chat Moderators understands that it is a big job for some brands to capture feedback, package it in a way that can be easily understood and present it to the marketing or product development team. The community management package is necessary for feedback reporting to be effective because its role will be to filter out those comments that can be ignored and those which should be reported back to the company in monthly or quarterly qualitative feedback reports.
Marcus continues, “Feedback reporting is especially effective for brands wanting to compete in a saturated market, such as supermarkets where customer feedback is crucial. Whether the feedback is good or bad, it is crucial for a company to be in tune with the opinions of its customers – it can also be a way of making bad feedback good for you if used in the right way.”
Chat Moderators is a service that takes the management and risk out of allowing user-generated content (UGC) to be published online. Chat Moderators monitors all forms of UGC that are published on a website's community such as discussion areas, forums, chat rooms, picture albums, comment areas, blogs, social network profiles and more. Allowing UGC online can bring many benefits to a business’ brand and reputation provided it is managed responsibly. Other services provided by Chat Moderators include consultancy, community management and insight reporting.
Chat Moderators is technology neutral and uses real people to undertake moderation work seven days a week from one hour a day upwards, depending on requirements. Clients include Amnesty, BBC, Bauer, Blue Cross, EMI, Friends Reunited, Glaxo, HM Government, Iris, MTV, National Magazines, Orange, Panasonic, Reed Elsevier, Sony, Transport for London, Vodafone and Waitrose. For more information visit: www.chatmoderators.com and www.targetedmoderation.com