Streamlining ToS Monitoring for a Leading SaaS Platform
Opportunity
Our client provides a SaaS platform for email and content marketing for small businesses. With millions of customers, internal account monitoring became a daunting task for our client. Because their customer’s marketing information is subject to the CAN-SPAM Act and other privacy and compliance regulations, adhering to these and our client’s Terms of Service (ToS) is necessary. Our client approached UnifyCX to help with the volume and validation of accounts monitored within their internal processes.
Solution
Our client developed an alerting system to flag and categorize accounts potentially violating their Terms of Service. Common reasons for flagging include improper branding, suspicious words in the email subject line, prohibited content, large list uploads or large single domain list uploads, multiple spam complaints in a short period of time, and content checks against ToS.
After implementing a robust training program for our agents, they reviewed flagged accounts to determine if a violation occurred. If there was a violation, agents notify the phone team to contact the customer. If there was no violation, agents provide feedback to our client to review and refine system flagging rules.
Results
Since launching the program, we have grown to process over 5,500 account reviews per week. Due to our delivery success, the client tripled the volume in the upcoming months.
