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FOCUS specializes in outsourced customer support solutions tailored to businesses of all sizes. We provide skilled agents to handle a wide range of services, including content moderation, social media management, phone support, and comprehensive omnichannel assistance.
Our flexible, distributed customer service model connects you with top talent while allowing you to easily scale your support team up or down based on demand. This ensures you have the right number of agents available exactly when you need them.
From forum moderation and social media engagement to reliable phone support, FOCUS delivers high-quality, cost-effective customer service designed to enhance your brand’s reputation and customer satisfaction.
Our agile support service lets you effortlessly scale your team of agents up or down to match seasonal fluctuations and unexpected spikes in demand. With experienced agents handling customer inquiries across multiple channels, you can focus on growing your business while we take care of delivering exceptional support.
When you host a group or forum on your website, maintaining control over the content is essential. It’s your responsibility to ensure that all posts are accurate and appropriate. At FOCUS, our skilled agents are trained to quickly learn your content moderation guidelines and efficiently review posts. They remove inappropriate language, including offensive comments or personal information, and correct any inaccurate details. Our team can also engage with users to clarify facts or provide helpful responses—all while maintaining your brand’s unique tone and style.
Online disagreements can sometimes lead to rude behavior, inappropriate language, spam, or repeat rule violations. When content editing alone isn’t enough, managing user accounts becomes essential. Following your guidelines, our agents take swift action against accounts that breach rules—ranging from sending warnings via direct messages to deactivating repeat offenders. With our 24/7 support, you can rest assured that inappropriate content and problematic accounts are handled promptly, keeping your community safe and respectful.
Just as customer service represents the face of your business to customers, moderators serve as your brand’s voice within online communities. They engage warmly and on-brand, while also addressing misinformation to maintain trust. User-generated content in your groups or forums reflects your brand’s reputation—and our trained agents represent it with care. Quickly learning your moderation guidelines, they know when and how to interact, whether by offering helpful tips about your products or services or ensuring a safe, welcoming environment for your community.
Forum moderation may seem simple—just editing posts or managing user accounts—but it requires strict adherence to guidelines and careful review of large volumes of content to maintain a safe environment. Without dedicated agents focused solely on your forum, inappropriate content can easily be overlooked. At FOCUS, our agents work exclusively for one client at a time, ensuring full dedication to moderating your forum’s content. We carefully select agents with relevant industry experience, supported by our distributed customer service model, so your community stays secure and well-managed.
Whether you’re reviewing an established forum or just launching a new online community, finding the right number of moderators is crucial. Too few agents can let your community become cluttered and unmanaged, while too many may lead to unnecessary costs. FOCUS offers flexible support that lets you easily scale your moderation team up or down based on your needs. Scale up to quickly clear backlogs, then scale down to maintain ongoing, efficient monitoring—giving you full control without overspending.
Your product or service might be simple and user-friendly, and your forum should be just as easy to navigate. Users want to ask questions, find answers, and engage—without worrying about managing threads or forum administration. FOCUS’s dedicated agents handle this for you. They can lock threads based on your guidelines, close or archive resolved discussions, and respond to comments on long-standing unresolved topics. With our support, your forum stays organized and runs smoothly—just like your business.
Whatever channel your customers prefer, you need the capacity to deliver. With our omnichannel capability, we can give you the freedom to handpick and design your channel strategy, deliver exceptional customer service, and save the pennies along the way.
