Area served Global Website ModSquad.com Headquarters Sacramento | Members 10,000 Mods Founded 2007 Type Privately held company | |
 | ||
Industry Social Media Consulting Key people Amy Pritchard, CEO
Mike Pinkerton, COO Services Digital Engagement Strategy
Content Moderation
Social Media
Community Management
Customer Support
Social Listening
Crisis Management | ||
App talks modsquad operationalizes its entire business with intacct
ModSquad is a global social media management services based in the United States. The company currently has over 10,000 moderators on staff. ModSquad offers digital engagement services and teams across online, e-commerce, in-game, and social media channels.
Contents
History
The company was founded by attorney Amy Pritchard in 2007, to provide brands with a way to give the members of their online communities a more relevant, personalized experience. Looking at the step change that today's brands could make in managing their online communities as akin to the London Mods youth culture, with COO Mike Pinkerton she created a service based around remote community managers and moderators (Mods), to staff virtual sites. The firm originally specialized in providing avatar staffing, but soon expanded to supplying forum moderation and customer service across a wide range of brands. By 2010, the company had 500 experienced Mods working on more than 100 clients' sites.
Present
Presently the company has over 10,000 "Mods," or moderators, in its network, a 24/7 operations center in Sacramento, California established in 2010, and an office in Brooklyn, New York City, and an operations center in Derry, Northern Ireland. In November 2015, the company, formerly known as Metaverse Mod Squad, changed its name to ModSquad. Clients include Warner Bros. (including Gossip Girl and Harry Potter), Harper Collins, the Cartoon Network, Nickelodeon, the National Football League, Reel FX Entertainment (parent firm of Webosaurs), Electronic Arts, enVie Interactive, and the United States Department of State.
Operations
The company operates by providing services via over 10,000 "Mods," or moderators, in its network via a series of outsource-provision contracts. Operating under a predefined customer service brief, vetted and trained Mods manage a variety of online community activities, specializing in digital engagement from forum chat through to customer service, maintenance tickets, and quality assurance. Mods help to maintain and shape clients unique online communities by assisting with community events, assisting users with problems both technical and social, orienting new arrivals, and channeling community concerns and feedback to corporate clients.
Mods take both an active position in forums by acting as the corporate client to provide services, as well as passively looking through the end user experience to monitor social media and quality assurance testing. In active mode Mods: moderate content; chat with customers; manage communities; protect child safety (approved by Safe Kids USA); monitor game experience; provide customer support; check for bugs; and buzz in social media. Using a variety of Customer Relations Management systems, Mods work from anywhere in the world with secure internet access, to enable services to be provided in local natural language during peak traffic and activity hours.