PlatformServices & PlatformsPublic case
Avito
Cut response time by 2.3x by streamlining moderation workflows and introducing a unified knowledge base.
2,3×
faster response time
+18%
response quality (QA)
Challenge
A large platform was struggling with high request volumes and slow response times during peak periods.
The situation before we started
- Slow response during peak loads
- Fragmented moderation processes
- No unified knowledge base
Goal
Speed up response times and maintain consistent quality at high volumes.
Channels
Social mediaApp storesReview platforms
Solution
What we did
Streamlined moderation workflows and routing
Introduced a unified knowledge base and response scripts
Configured SLA and quality control frameworks
Tools
Knowledge baseSLA dashboardsQA checklists
Result
What changed for the client
Response time improved 2.3x without compromising quality.
Related services
Social Media ModerationManaging the brand's public conversations: comments, direct messages, communities, provocations, and escalation.Tone of VoiceA unified brand communication standard: scripts, guidelines, knowledge base, prohibited phrases, and escalation protocols.Analytics & ReportsRating trends, negative review themes, sentiment, SLA, and actionable insights for product, service, and CX.
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