Frequently Asked Questions

Below you’ll find answers to questions we are often asked. If you don’t find what you are looking for, please call +44 (0) 203 870 3338

Crisp and my existing tools

What’s the difference between Crisp and a social media agency?

Protecting your social media channels and the reputation of your brand from social media risk requires specific expertise, training and quality. Social media management agencies may offer hourly or sporadic moderation services as an extra service, but it is highly unlikely they will meet the quality standards we recommend. Crisp concentrates solely on protecting your brand, we never advise on campaigns, marketing spend or analytics.

Don’t Facebook, Instagram and YouTube filters provide enough protection?

If you’re only concerned with stopping obvious profanities then the basic filters on Facebook, Instagram and YouTube should suffice. However, when it comes to the wider variety of risks we protect against, filters alone should not be relied on as they can allow the real, underlying risk to go unnoticed.

Imagine a product complaint that contains a profanity; or a threat to an executive, fashion model or celebrity containing a banned word. With filters switched on, these may simply be removed without giving you the chance to resolve the product complaint or protect your executive, model or celebrity. Scammers and professional trolls who use hate speech know how to defeat just about every filter. And, filters don’t stop the most distressing and viral content. Images, videos and profile pictures posted to your pages can contain the most graphic and illegal content.

Doesn’t my social media management tool allow me to moderate content?

Most social media management tools collect comments and allow your team or agency to moderate them. We never recommend automated moderation for the same reason we don’t encourage just using Facebook, Instagram and YouTube filters – the real issue may be overlooked. If you have a team monitoring your social media channels 24/7 and analyzing every comment posted within minutes, then you should be fine. However, this team also needs to work weekends and holidays, not forgetting the festive season.

Crisp doesn’t just provide a social media management tool, we are a fully managed risk management service that makes sure you are protected 24/7. Our customers rely on us to manage the risks, leaving their social media, digital and PR teams to concentrate on positive marketing and customer engagement.

Why choose Crisp?

Does Crisp provide any guarantees?

We are so confident with the quality of our work that everything is verified by a service level guarantee. We are the only vendor in the industry to monitor the accuracy and speed of the risk detection service we deliver, in real-time. We were also the first social media risk analysis service provider to introduce quality and speed guarantees.

Which brands does Crisp work with?

We work with some of largest and most powerful brands in the world. Our clients include five of the top ten luxury brands in the world; the world’s largest pharmaceutical company; the world’s largest multinational mass media and entertainment business, and the world’s largest broadcaster. Due to the nature of the protection we deliver we never publicly divulge the names of the specific brands we work with, or the types of risks we protect them from, however our customers are happy to provide references.

Understanding risk

How does Crisp know what is offensive or a risk to my brand

To understand the exact risks your brand faces, we conduct a full social media risk profile of your organization. This happens during our detailed on-boarding procedure, which an assigned account manager will carry out with you. Where customers need specific sector-related advice, our social media risk experts trained in the relevant industry area will advise on the most effective implementation. Your risk profile is regularly reviewed to ensure we always meet your requirements. Live reporting allows you to review what’s happening, as and when you need to.

What types of risk does Crisp protect brands from?

Crisp protects your owned social media channels from inappropriate and harmful content with our 24/7 moderation service. Our risk monitoring service also analyzes the rest of the social web for mentions of your brand on review sites, forums and news channels.

We protect brands from over 120 different types of risk and the specific ones we protect your brand from will depend on the industry you work in and your social media risk profile. Typical risks faced by brands include offensive, illegal and abusive content, PR crises, activist attacks, cybersecurity threats, intellectual property violations, trending issues, and HR and employee concerns. We also safeguard brands from defamation, regulatory and compliancy issues.

How does it work?

What is the difference between Crisp’s social media moderation service and your social media risk monitoring services?

Crisp’s social media moderation service protects your owned social media channels, and any communities and forums within your control. An ‘owned’ channel is one where you are able to remove the content yourself. We monitor these channels 24/7, moderating content and escalating risk according to your needs.

Crisp’s social media risk monitoring service reviews and analyzes content on the wider social web, where people mention your brand, products or executives – for example forums, blogs, review sites, and third party social media pages or groups. We can also monitor the dark web and specific sites of interest where necessary.

Which social media channels does Crisp moderate?

We integrate directly with every major social platform where our customers have accounts or where they launch social campaigns – including Facebook, Instagram, YouTube, Twitter, Pinterest, LinkedIn, Lithium, Livefyre, Disqus, WordPress, VK and Google+.

Which languages does Crisp moderate and monitor in?

We operate in over 50 different languages. We employ Social Media Risk Analysts across the globe to manage localization and cultural risks.

How does Crisp charge for their services?

Our contracts are structured around a scalable volume-based pricing model based on the risks and level of protection your brand needs. We protect you at all times – but we only ever charge you for the content we review. Our advanced technology and scalability allows us to deliver 24/7 protection for everyone at a sensible price.

What to expect from Crisp’s services

What does the setup process entail?

One of our social media risk experts will carry out a social media risk assessment with your team. We review which social media channels you use to engage customers; the languages you operate in; the risks you’re concerned with, and any other issues that are potentially harmful to your brand. We then make recommendations on the level of cover your brand requires, and the types of response we would advise for your industry.

How often will Crisp check my owned social media channels?

We provide 24/7 protection. We work closely with the social media platforms and aim to receive content in less than one minute – from it being posted to your page to it reaching our moderation systems. We analyze your social media channels around-the-clock, 365 days a year.

How quickly will offensive or illegal content be identified and removed?

We guarantee to identify risks within 15 minutes for all our customers, but in reality we act much quicker than that!

It takes us four minutes on average to identify and remove content from your owned social media channels that does not meet your brand guidelines. Our average time to escalate serious issues by phone is just 12 minutes.

When and how will Crisp let me know if there’s an issue?

Crisp’s social media risk experts escalate urgent issues to the designated individual in your team within 30 minutes of the risk being identified, often by phone but by text or email if required. Every escalation is verified to make sure it matches your requirements and we are not disturbing you unnecessarily. We remain on-hand 24/7 to take appropriate action on the next steps you wish us to take.

What happens during peak periods?

We manage thousands of social channels for hundreds of brands across the globe. Our service is designed to handle huge volumes of content as well as spikes during news events or social PR crises. The types of customers we have and the quantities we work with means that spikes happen to us daily, and we have an on-demand workforce to cope. We have managed some of the biggest social spikes to have occurred ever, including Facebook Live events receiving thousands of comments per minute – and we’ve always kept within our guarantees!

Do I also need to hire human Risk Analysts with Crisp?

No, Crisp is a completely managed service. We have a team of experts around the globe who escalate and manage issues on your behalf. We actively and independently monitor the quality of our service, and constantly compare ourselves against other industry vendors and agencies. We outperform every agency and vendor we have measured ourselves against. In fact, many of our clients moved to Crisp from other social media moderation agencies.

Understanding Crisp’s ‘Safety As A Service’

What is Crisp’s ‘Safety as a Service’?

Social platforms have traditionally relied on internally-built tools and teams of moderators (in-house or outsourced) to handle user-generated content, user reports and bad actors. This approach is generally expensive, inefficient and rarely solves the problem. Often tools are not updated to spot the latest risks, and traditional moderation teams simply do not scale.

Crisp's Safety as a Service combines all the elements required to deliver a safe social platform. We use the world’s most advanced technology to identify risks in images, videos, text and chat and to detect bad actors. This is combined with an on-demand risk intelligence team made up of Social Media Risk Analysts who intervene, moderate and address issues in minutes. Our team ensures the technology we use is constantly trained with the latest risk content.

What is the difference between Crisp’s managed service and a moderation tool?

A moderation tool either built internally or bought will help to identify issues, but it will need constant updates from your team or the vendor to make sure it continues to identify the latest risks or threats. And, a moderation tool alone will not actually address the issue. While a lot of risks can be automated, there are many that require expert human intervention.

Crisp’s Safety as a Service does not just deliver a moderation tool; we also make sure the tool is constantly trained to identify the risks in images, videos and text, and recognize bad actor behavior. We offer guaranteed levels of accuracy per risk type, and our global on-demand Social Media Risk Analysts work alongside your Trust and Safety and Customer Service teams to intervene in minutes.

With Crisp’s service, there is no need to train or configure a moderation tool to address the risks, or invest in an external moderation company to review alerts. We take care of everything, leaving you to concentrate on your core business. We also provide quality guarantees on the speed and detection of risks.

What can Crisp do?

Which languages does Crisp support?

We operate in over 50 different languages. We employ risk professionals across the globe to manage localization and cultural risks. We have dedicated teams for over 15 of our core languages.

Does Crisp deal with hate speech, abuse and trolls?

Absolutely, it’s one of the areas we are incredibly tuned into. We aim to keep everyone safe, and aspire to an internet free from trolls, abuse and hate speech.

How does Crisp deal with harassment?

Our approach to dealing with harassment focuses on profiling and identifying the bad actors (the individuals causing the problem), rather than just filtering the language. Crisp’s user and reputation profiling systems work in real-time to intervene with harassment by identifying the bad actors and deciding who sees the content.

How does Crisp’s reputation profiling system work?

Crisp has been at the forefront of reputation profiling for over ten years, and has numerous patents granted in the identification of bad actors. A bad actor is an individual or user who demonstrates toxic behavior toward others, such as sexual exploitation, trolling, extremism and online grooming.

We have successfully profiled and tracked these individuals with high degrees of accuracy in over 15 different languages. Every action a user takes, whether good or bad, is used as a signal for our profiling systems. Each user has multiple reputation scores, which are utilized in real-time decision making concerning the content they post.

How effective is Crisp at detecting sexual predators and online grooming?

We work with leading universities and law enforcement agencies to measure our detection capability. For the last ten years we have maintained 100% accuracy in the identification of online grooming for our customers, with less than 1% false positive rate. In 2008, our detection rates for known grooming cases was 100%, with an overall accuracy of 98.4%. Today, we continue to achieve a 100% detection rate, while our overall accuracy rate is now closer to 99.9%.

What types of risky images does Crisp moderate?

Crisp identifies a variety of offensive and graphic images that pose a risk to your social platform, as well as concerns such as poor image quality and advertising suitability. Our typical risk categories include pornography, gore, guns, sexual exploitation, abuse and extremism. We also detect images containing inappropriate language. We moderate images that impact negatively on a brand or product, and identify intellectual property violations, copyright and regulatory issues.

Will Crisp identify specific risks in images, videos and text?

We deal with specific risks across all types of content including images, videos, text, chat, as well as threats posed by bad actors. Once we have established the types of risks you need to identify and manage, our Social Media Risk Analysts will create a set of data to train our systems. If we are not able to achieve the level of accuracy straight away using automated techniques, we will utilize our on-demand Risk Analysts to moderate content in near real-time 24/7, so your app or social platform is always safe. Crisp has implemented many types of risk categories including ad compliance, dating profiles and image relevance.

What to expect from Crisp’s services

How long will it take to integrate with my social platform?

Initially, it takes just a few hours for your social platform to be integrated with our REST APIs – our programming interface. We have developer tools and interactive documentation to help commence the process. We use ‘webhooks’ (a means of sending data) to provide a response on each piece of content.

Is Crisp’s service secure?

Crisp is the only risk analysis and safety provider to have achieved SOC2 compliance for our platform and processes. This professional standard requires recipients to maintain a strict security procedure. We are independently audited every six months, and all our employees (including our Risk Analysts) undergo extensive vetting and police checks.

Will I be able to define my own level of risk analysis to protect my social platform?

Absolutely, our service is tailored to your needs and your risk profile, and our platforms have been built to scale. We completely understand that every social platform has different issues and risk tolerances. Our customers have defined hundreds of custom risk categories for text, images and videos, as well as bad actor profiling and reputation management. Our clients range from those with very high tolerances where only the most extreme content is addressed, to the world’s biggest kids’ brands requiring the most stringent protection.

How scalable is Crisp’s service?

We deal with billions of pieces of user-generated content and take action in real-time every month. Our platform is capable of processing thousands of moderation requests per second. We are already trusted by the world’s largest social platform to protect them.

Our moderators and yours

Will I be able to use my own moderators?

Yes, we often integrate alongside a customer’s existing moderation and community management teams. On new projects we recommend utilizing our global on-demand Social Media Risk Analysts, but we understand that existing social platforms may have their own moderation teams.

Do I need to hire a moderation team?

Crisp is a completely managed service so there is no need to hire your own moderators. Our experts around the globe can escalate and manage issues on your behalf where necessary. Crisp has hundreds of on-demand Social Media Risk Analysts around the globe who have been vetted and are constantly quality and speed assessed.

Does Crisp ever crowdsource human moderation?

When human moderation is required we never crowdsource or enlist individuals on an ad hoc basis. Crisp has a global on-demand Social Media Risk Analyst workforce. Every member of our team is subject to police vetting checks, and receives specific and ongoing training in risk identification, intervention and management.

We do not recommend crowdsourcing for moderation purposes. Should a risk be identified, you need to know that the person doing the identification and intervention is completely trustworthy. Our Social Media Risk Analysts sign strict non-disclosure agreements – if they see risky content they deal with it confidentially.