Case Study: Large Global Retail Leadership Company scales social media engagement and moderation with LiveWorld

Large Global Retail Leadership Company - Customer Case Study

Large Global Retail Leadership Company, one of the world’s largest retailers, needed to scale its social media presence across 4,000+ local store Facebook pages plus corporate and other social channels. The company wanted to handle hundreds of thousands of monthly user-generated comments, protect the brand, remove hostile or inappropriate content, improve customer service, and create a safer, more engaging experience for its family audience. It turned to LiveWorld and its Engagement Services for scaled moderation and engagement support.

LiveWorld implemented a combination of moderation software and expert human moderation to review, approve, reject, and escalate comments across Facebook and other social channels in English and Spanish. LiveWorld also created engagement content, including outreach to unbranded social conversations during the holiday season, helping drive shoppers to the retailer’s ecommerce site. The program handled hundreds of thousands of comments per month, rising to 800,000 during the holidays and more than 60,000 in a 24-hour Black Friday period, with all comments reviewed and acted on by humans using LiveWorld software.