People who work as social media moderators, community managers, etc. are the ones who communicate with customers directly. It’s important that your brand has a unified voice, that all customer inquiries are answered, and that weekend crises are resolved. Although they are humans and just like the rest of us, sometimes they need a break. The right social media moderation tools can help a lot.

Why is social media moderation important?

First of all, social media moderation is often underrated. This is sarcastic. Community managers do not spend all of their work time on Facebook.

Well, not entirely. But before we delve into what a social media moderator does while they’re on Facebook (or Instagram and Twitter), let’s look at why exactly their job should be one of your brand’s priorities.

Social media moderation is not just “scrolling Facebook.” It’s also:

• Engaging in conversations with your audience
• Building relationships with your potential and existing customers
• Helping build consistent brand communication
• Increasing your brand reach and traffic to your website
• Encouraging customers to create user-generated content, one of the best ways to engage your audience
• Saving your brand reputation by reacting quickly to inappropriate content or angry customer complaints
• Playing a crucial part in your social media customer service and your overall customer experience
• Moving your customers through your sales funnel and often helping you actually sell your products and services.

Cat GIFs are not just a way to procrastinate; they are also a way to procrastinate while on vacation.

What does a social media content moderator really do?

Social media moderators do all of the above. But when we break it down into actual tasks, these will be, among others:

• Replying to comments from your customers – under your organic and sponsored content
• Replying to direct messages from people
• Deleting or hiding inappropriate content, competitors’ links, or abusive comments
• Keeping an eye on brand mentions on other social media profiles and reacting, if necessary
• Contacting the customer service team, product team, legal team, sales team – whoever can help answer a question that they themselves can’t
• Watching their mobile phones for notifications from their social media platform apps – usually not just during working hours, but late at night and on the weekends (and sometimes even on vacation)
• Which also means hardly ever putting their phone away
• Letting the team know when there’s a need for immediate reaction (a.k.a. a brand crisis on social media)
• And probably a lot more things you haven’t thought about.

Even though a lot of the things she has to do sound stressful, they can also be rewarding. Although social media moderation can be stress inducing, most people are not productive when they are stressed. Therefore, having a good social media moderation software can help make the job easier.

How can you improve social media moderation?

What can you and your team do to make social media moderation and community management easier and more productive? This allows you to save time and also gives your social media team some time off.

Track and reply to all comments in one dashboard

Managing social media without an supplemental tool, in particular if you’re in control of multiple profiles on several social media sites, can be difficult. This is not a good situation to be in. You will miss comments, or answer them late, work all the time and some more, and eventually, hate your job.

You don’t want to work a job you hate or employ someone who hates their job and has direct contact with your customer. Just think about it.

The Social Inbox is a social media comment moderation tool that prevents negative comments from being posted or helps you when negative comments have already been posted.

With the Inbox, you can:

• Have all comments from Facebook, Instagram, YouTube in one place, along with tweets and Twitter mentions, and direct messages from Facebook Messenger, Instagram, and Twitter. Oh, and Google reviews. In one place.
• Reply to them from the same dashboard, without going to each profile separately, and save yourself many hours in a week.
• Hide and delete comments whenever necessary.
• Also, see all the comments that appear under your Facebook and Instagram ads – that you wouldn’t usually get notified about through the social platforms themselves.

They can more easily prioritize work, identify any emergency situations that need to be addressed first, remove troll comments and spam, and reply to all questions and messages. This could be a good way to reduce the anxious feeling in the morning of “what is it this time,” which all community managers are probably familiar with.

Automate social media moderation

Want to save even more time moderating your socials? Let’s look at some automated social media moderation solutions more closely.

Automatically reply to comments and messages (whenever appropriate)

The days when automation and social media seemed like opposites are gone. But the thing is to use automation wisely. One way to reduce social media conflict is to use Auto-moderation for some interactions.

You can use Auto-moderation to:

You can set up automatic responses for questions you get asked a lot in DMs or comments on Facebook and Instagram. What are some questions that customers might ask? Anything that people ask you about very often can be saved as a response to be given automatically.

The following text explains how to use Facebook and Instagram’s automatic moderation feature to prevent offensive content from being posted when there is no one available to monitor the page. This is especially useful for companies whose customers are located all over the world, as it allows them to avoid having to deal with offensive content posted while they are closed. You can set up an automated response letting your customer know that you are not available at the moment, but you will get back to them tomorrow. Also, provide them with your customer service team’s contact information for urgent situations.

Auto-moderation can be used to hide or delete comments with certain words or phrases that may be considered inappropriate content, such as profanities or spam. For example, you can delete all comments with links under your ads on Facebook and Instagram (which are often left by competitors).

This function works by setting up keywords that will automatically trigger a reaction or reply. You can create several different responses to various keywords or phrases, and the tool will automatically randomize them for you.

15 Social Media Moderation Software Solutions and Tools

1. Hootsuite

The Hootsuite app offers free moderation for social media users. Artificial intelligence software platform that provides real-time monitoring and automatic moderation. You can have all your profiles in one Smart Moderation account. This allows you to manage all of them from a single dashboard. It also lets you block unwanted users and spammers. Their software is very accurate, being used by leaders in publishing, such as TechCrunch and The Washington Post.

Key features/services include:

• Detection of inappropriate/illegal comment
• Supports Facebook, Instagram, and YouTube

Give your social media moderator a break (that’s more than a KitKat)

The best content moderation tool will make your employee’s job much easier, benefiting not only your employee but also your brand. Your employees are often the first people that customers will interact with when they encounter your brand. You owe it to them – and yourself.

If you are a social media moderator or community manager, congratulations! Send this article to your boss.

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