Online Community software developer Crisp Thinking has hopefully increased control for brands wanting to moderate content posted to their social media channels including Facebook Fan pages and YouTube.
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How the Crisp Platform works
Crisp specialise in content analysis which tries to understand the context of what is written as accurately as possible.
Once the content is analysed, a business process engine then decides on the correct action to take and acts accordingly, automatically removing content, blocking users or escalating customer questions to existing customer service and CRM systems – in real time.
The latest product update has expanded the number of Social Media platforms that can now use the software and with Facebook, YouTube, blogs, forums and more than 100 platforms covered this is a compelling tool for any large scale brand looking to enforce T&Cs across their interactive spaces.
Why automated moderation is not the answer
Just a reminder not to get over-excited and think this is the be all and end all for online brand protection. Software alone cannot provide complete moderation and is certainly no substitute for community management. Crisp themselves recommend the software is used in conjunction with Community Managers and Moderators – helping to speed up processes and increase positive community management. Software like this aids scalability, it doesn’t replace humans.
If an agency who is retained to build an interactive site, community or app says “don’t worry about moderation, we’ve used some software” I would question whether they’ve considered all the potential risks to the brand. Harsh but true.
About Crisp
Crisp Thinking is the global leader in automated moderation software for online communities. Their technology protects more than 380 million online users worldwide and is used by more than 75 global companies including Sony Online Entertainment, Turner Broadcasting’s Cartoon Network, Ubisoft, Electronic Arts and the LEGO Group.
Tempero on Google+
Hi Darika,
Thanks for the post, we totally agree by the way. Our solution is NOT a replacement for community managers. However as volume scales, you do need ways to keep on top of the volume and help automate the business process.
And if someone ever did say, we have some tech, that replaces your community managers, run don’t walk away :)
Regards Pete Maude
CTO Crisp Thinking
I know. You guys are really clear in your positioning which I think is brill (obviously).