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Media & Advertising
Media & Advertising Customer Experience
Content moderation, subscriber care, and ad revenue support for media brands where every interaction shapes audience loyalty and platform trust. 30 years of CX expertise. Deployed in 30 days.
A Growth Program You Can Actually Measure
90%
client satisfaction with a 64.5 NPS across our portfolio.
40%
in sales conversions driven by AI across our programs.
30 years
of CX expertise across media, telecom, and technology brands.
Audiences have more choices than ever and fewer reasons to stay. A billing error, a slow response during a service outage, a harmful post left visible for too long. In media and advertising, the line between keeping a subscriber and losing one runs straight through your customer experience.
The complexity keeps compounding. Content moderation volumes scale with every new market and language. Ad sales operations demand speed and accuracy that generic support teams can't deliver. Trust and safety expectations grow faster than most internal teams can staff for.
Most outsourcing partners weren't built for this. They were built for predictable volumes and scripted responses. Media doesn't work that way. We built our media and advertising practice around the reality that your hardest day could be any day, and the team running your program needs to be ready for it before it happens.
Trusted by Leading Brands
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Services
How We Protect Your Platform and Grow Your Audience
From moderating user-generated content to driving ad revenue, we handle the CX operations that media brands can't afford to get wrong.
Content & Community Moderation
We moderate images, live streams, videos, comments, and profile content across your platform in multiple languages. Our teams handle the volume and complexity of user-generated content at scale so your audience stays engaged and your brand stays protected. Expanded moderation capabilities through the OP360 acquisition, including in-app support and e-commerce review moderation.
Subscriber Care & Retention
Billing inquiries, account changes, service interruptions, cancellation saves. We handle the interactions that determine whether a subscriber renews or leaves. Our retention programs combine trained agents with AI-driven churn prediction, so we intervene before the cancellation request, not after.
Ad Sales & Revenue Support
From prospecting and lead qualification to advertiser onboarding and account management, we build and scale ad sales programs that generate measurable revenue. Our GaaS teams launched a direct-to-advertiser program for a global social media platform, scaling from 25 to 180+ dedicated sellers.
Trust & Safety Operations
Platform integrity requires more than automated filters. We deploy trained trust and safety specialists who handle policy enforcement, fraud prevention, account security, and compliance escalations across channels. Currently delivering multilingual content moderation for a major gaming brand in English, Spanish, Portuguese, and Arabic.
Technical Help Desk & Platform Support
Streaming failures, app crashes, login issues, device compatibility problems. We provide Tier 1–3 technical support across every channel and trained on your platform's specific architecture. When an outage hits and contact volume spikes, we scale by 300–500% to keep resolution times stable.
Awards & Recognitions
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Every stage powered by AI — from first hire to higher performance.
Start with insights. Build toward outcomes. Scale what works.
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Here's What Working With Us Looks Like in Practice
Coverage
Your audience doesn't operate on business hours, and neither does your CX team. We deliver 24/7 multilingual support across 10 countries, with moderation and care teams that match the languages and time zones your platform serves. When you launch in a new market, the support infrastructure is already there.
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Scalability
Content launches, viral moments, platform outages. Volume spikes in media don't come with advance notice. We deploy trained, platform-ready teams in 30 days and scale by 300–500% when demand surges. Recruiting iQ matches candidates to your program's specific requirements so quality holds during the ramp.
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AI-Powered
Insights iQ analyzes interactions across your program to surface what's driving contact volume, where subscribers are dropping off, and which moderation categories are escalating. 80 billion+ tokens processed monthly by our LLMs. That intelligence reaches your team in real time, not in a quarterly deck.
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Stable
The ops leader who launches your program is the same person running it years later. Our operations leadership averages 10+ years of tenure. In an industry where vendor turnover means retraining and re-explaining your business, that continuity means your program gets better with time instead of resetting.
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What's the Biggest CX Challenge in Your Media Operation Right Now?
Tell us what you're dealing with. Our media and advertising team can show you how we've handled it before.
Case Studies & Trends
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FAQ
Frequently Asked Questions
