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Content Moderation
& Management
Dating Applications
Content moderation and making and in the uptake, visibility and
popularity of brands online.
management services have
never been more important! However, despite these benefits, utilising
externally produced content is not without
In this post COVID era, the pace of digital risk, especially for companies that are
transformation is rapidly expanding and unaware of the detrimental impact this can
the global appetite for all things digital is have on the user perspective of the brand if
increasing. not properly managed.
As a result, leveraging user-generated This paper looks at some of the pain points in
Introduction: content is fast becoming a powerful and the space, the typical industry reaction, and
flexible tool to raise brand recognition why Webhelp can offer a more comprehensive
Chloé de Mont-Serrat and enhance customer trust, especially
in the booming e-commerce industry.
and game changing solution. Ensuring that
users are safe from defaming and offensive
Consumer content is instrumental in content, and that brands are portrayed in a
Senior Director influencing both purchase decision positive and engaging way online.
Content Management
& Moderation Services
Consumer content
is instrumental in
influencing both
purchase decision
making and in the
uptake, visibility
and popularity of
brands online.
Content Moderation & Management Webhelp 2
Problems in
the space
Exploring the common
content moderation pain
points on dating apps
Around the world, • Under-age • Prostitution 42% of women reported
Users being contacted through an
600 million singles
Facing
have access to the • Online
• Profanity 42% online dating site or app in
a way that made them feel
harassed or uncomfortable.
life’s Internet. harassment • Romance Pew Research
Scams
challenges • Escort In France 50 to 70% of
400 million of these Promotion • Fake prostitution activities are
Accounts
50- taking place on social
have never used a • Image Quality 70% media platforms.
dating app. • Violence Various reports
• Catfishing
• Nudity 41% of dating app users
TechCrunch • Watermarks
41%
are afraid of scams.
and text in MeasuringU
images
The lack of safety on dating
The median individual loss due to
1
apps is the number one
dating app scams in 2019 was $2600, reason for app deletions.
about seven times higher than across Safety, Risk and Wellbeing
on Dating Apps APO report
all other fraud types. FTC
Content Moderation & Management Webhelp 3
Value proposition for content
management & moderation services
PITFALLS
Being Being Being
TECHNOLOGY USERS PEOPLE DEPENDANT SOLUTION FOLLOWERS
SOLUTIONS
We are We are We are
TECHNOLOGY CENTRIC PEOPLE FOCUSED SOLUTION DESIGNERS
Webhelp uses technology to ensure that the human Webhelp believes in “think human”. This vision is supported Webhelp is a robust and reliable partner with a focus
resources you need are in the right place. Through the in management & moderation services by developing on continuous process improvement. We have developed a
use of artificial intelligence and in-house technologies specific programs and real-time people analytics to localised approach dedicated to content management &
dedicated to content management & moderation services identify and resolve (at the root) any issues with our most moderation issues. We listen to our markets and apply local
we will partner with you to provide the bespoke level of important asset, our people. rule updates.
support you require.
Client’s application or Auto moderation We deliver wellness programs We have robustly and
web-site fuelled with our Rate (Sports/Cooking/Yoga ect.) Absenteeism conscientiously followed User
tailor-made AI to boost Mental health support guidelines & rules. We audit experience
automated moderation. AHT (On-site psychologist, Zen Attrition and improve existing materials
sessions, adapted schedule) and continuously adapt Customer
Boosted with our in-house Recall People analytics programs NPS and update to match all loyalty
web-browser to display with multiple key personal relevant local, legal and
specific Content Management Accuracy indicators to safeguard cultural expectations.
& Moderation features. mental health.
Content Moderation & Management Webhelp 4
Our end-to-end solutions rely on both
Protect your
technology and human intervention
Technology is disrupting Trust & Safety processes.
Technology accelerates activation, enhances customer
Community experience and decreases fraud… … but a trust & safety
process cannot be fully automated.
Best-in-class processes require expert operational
With Webhelp’s high teams focused on value-added analysis and customer
trust & safety standards interaction. We bring expertise and team up with you
to design the best experience for your users, and have
a continuous improvement approach to enhance your
existing workflows and processes.
Providing a safe and painless journey for users by balancing strong security and a seamless experience
On-boarding Profile set-up Like / pass Match Chat Meet-up
Logging in Setting up Swiping profiles, It’s a match ! Chatting with Meeting and
with Facebook profile and looking through someone communicating
account, phone finalizing details user photos after being with him/her in
number or email and user matched real life
address Editing user descriptions
information, Getting to know
adding photos each other more
and description
User Actions
Description check User report Detection of scam Post meeting
(prostitution suspicion, violent, management signals (based on user report
racist or inappropriate words, words used) management
underaged suspicion) (Check of
content reported User report (Check reports
Photos check by users) management from users of
(nudity, racist symbols, other (Check of content inappropriate
non-compliant items) reported by users behaviour from
during the chat) their match)
Our solutions
Content Moderation & Management Webhelp 5
Case Study Every day, our dating platform clients in
France receive and handle a large amount
Our solution:
of user generated content. Webhelp created a team of content moderators
dedicated to the dating industry in France with
Our task: This content is extremely varied and can
range from new users’ on-boarding to chat
a very high experience in detecting romance
scams all through the user journey.
between members involving texts, photos
Content moderation and even videos.
Our services
to guarantee users’ Our clients were facing the challenge of legal
safety on the main issues caused by a range of topics, such as • Romance scams detection
under-age members, online harassment • Under-age users ban
dating sites in France and accounts being used as a platform for • Photo & video moderation for
prostitution. nudity, identity theft etc..
• Prostitution & escort
They also had several ongoing problems in services moderation
the areas of reputation and user experience,
• Not safe for work content rejection
due to fake accounts and the use of
inappropriate images, including nudity. • Bypassing detection
Our team dedicated
to French dating apps
Based in Madagascar
& Tunisia
24/7 activity
Client’s back office
Circa 75 content
moderators
Content Moderation & Management Webhelp 6
Webhelp is committed to making business more human,
they embed this vision to enrich customer experience and
About design business solutions that create value for the world’s
most exciting companies.
Webhelp
Hundreds of brands across the world With over 60,000 game-changers
trust Webhelp because of their people, from more than 140 locations in 36
the culture they work in, and the ideas countries, Webhelp invests in people
and technology they put to work. and the environment they work in.
And, adding a human touch to They know that when people thrive, it
the right technology makes a real has a powerful impact on customers
difference for their clients. and on their partners’ business.
They partner with Fortune 500
companies across a range of services A European leader in their
including customer experience industry, with a revenue of
solutions, social media moderation €1,5B in 2019, they aim for a
and payment. global leadership position.
“At Webhelp we truly believe if you focus on the person in
front of you, suddenly everything comes alive”
Olivier Duha, co-founding President.
“We feel embracing technology is key, and it’s the people that
deploy these tools that make the difference.”
Frédéric Jousset, co-founding President.
Content Moderation & Management Webhelp 7
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