Case Study: Roll20 and ModSquad — The Adventure of Player Support
MODSQUAD HELPS GAMING COMPANY SCALE TO MEET 500% INCREASE IN SUPPORT REQUESTS Roll20 is a perfect solution for those who want to take part in roleplaying games (RPGs) with people in other areas. It’s a virtual tabletop for games like …
Mod of the Month — August 2020
Customer service is first and foremost about people. At ModSquad, we’re fortunate to have great people with a genuine desire to help others. Our August Mod of the Month has been providing superior customer support for the last three years, …
Tone: How to Nail It
Our personalities are unique, individualistic, and driven by layers of perspective. We speak a certain way, use specific words to convey what we’re thinking, and change our tone depending on the circumstance. And it translates to our presence in the …
Why Are Your Customers Seeking Assistance? Your Support Team Can Offer Key Insights
It’s no secret that your frontline customer support staff are a good source of information. The support team is likely responsible for a majority of the one-on-one communications that customers have with your organization. As such, support agents have great …
Project Manager of the Quarter — August 2020
Our featured Project Manager has been in the moderation business for most of her adult life. Back in the day, you might find her volunteering as a community moderator, where she’d apply protective measures and work to reduce tensions in …
How to Create Customer Touch Points in a Virtual Landscape
Let’s not avoid the obvious. Here we are, well into the second half of 2020, facing something we had not planned for: a world-altering pandemic. One amazing note about the human race is the ability to adapt; we learn from …
8 Ways Schools Can Engage Their Communities Through Social Media
From schools with a few hundred students to those hosting thousands, the entire educational industry has been impacted by the COVID-19 pandemic. School boards are weighing their options, with some announcing closures for the upcoming fall season while others plan …
The View from My Window, ModSquad-Style
In our 2019 World Photography Day article, Mod Daniela S. noted, “There’s magic everywhere; you just have to pay attention.” That sentiment seems more true than ever. Beauty isn’t just limited to Instagrammable vacation hotspots half a world away. It …
Read the Room: How to Engage Your Online Community with Intention
A robust social media strategy is made up of many tactics, not the least of which are moderation and engagement — chiming in on topics, interacting with followers, initiating conversations, and removing unwanted or inappropriate content. Social media is a …