Top 8 Questions You Should Be Asking Your Online Community (MROC) Provider
In the spirit of renewal season, we have pulled together a precis on the eight essential questions you should be asking of your current community vendor, or any new providers you approach, during the renewal RFP process to ensure you have the best solution in hand.
Below is the sample of the insights you’ll find in, “Top 8 Questions You Should Be Asking Your Online Community (MROC) Provider.”
How rigorous is your approach to member quality?
Online communities are only as good as the members themselves. You need to know that who you have in your community are real people, not bots or bad actors, exactly who they say they are, are engaged, and provide quality answers that “pass the sniff test” of legitimate responses, not AI-generated ones. What controls does your provider have at every step of the process, from screening to the community technology to human moderation? How experienced is your team in identifying bad actors, bots, duplicative responses, AI responses, poor responses, speeding, and more? Is their process one-time, upon initial recruit, or is it continuous and daily?
At Big Village, we prioritize member quality. We use rigorous technological controls at every phase of the community lifecycle, including using AI and human moderators to verify responses and continuously replace poor or fraudulent members.
How are you using AI?
AI has significant benefits for online communities, which generate 100,000s of unstructured responses. Does your platform have integrated AI tools that generate good summaries that code sentiment? Does it allow you to query the data in real time? Is there someone helping to make that AI work harder for you, taking those AI insights and ensuring they tell a strategic story that answers your objectives?
We white-label a top community platform so we can focus on member quality and service, and we use a portfolio approach to assemble a suite of AI tools to ensure high-quality responses, query unstructured data, code verbatims, and sentiment, and identify emerging insights at speed and scale.