Trust and Safety Services:
Content Moderation, Fraud Prevention & Platform Protection
One piece of harmful content, one fraudulent transaction, one unverified seller, and user trust erodes fast. We handle the review, the fraud checks, and the policy enforcement that keep your platform safe, so a moderation gap never becomes a headline.
What are trust and safety services?
Trust and safety services cover three distinct functions:
- content moderation (reviewing what users post)
- fraud prevention (stopping bad actors from exploiting the platform)
- compliance (making sure both hold up against platform policy and law)
How is it different from standard customer support? The person on the other end of a support ticket wants help. The person behind a fake account, a scam listing, or harmful content is actively working against your platform. That dynamic requires different training, different escalation paths, and different psychological support for the team.
Simply Contact runs trust and safety services on a human+AI model. AI handles pattern detection at a scale no human team could sustain, while trained moderators make the judgment calls AI legally and ethically shouldn't make alone.
Trusted by global leaders
Trust and safety services we provide
Trust and safety outsourcing works best when it's not a single service added to your support desk. Our trust and safety services span four connected functions: content review, fraud prevention, compliance, and platform-wide safety enforcement, run by one team with shared context on your platform's risk profile.
Content moderation services
Content moderation services cover text, images, video, and any other user-generated content your platform allows. AI pre-screening flags the high-confidence violations and routes ambiguous cases to trained human reviewers, who make the final call on anything requiring context or judgment.
Fraud detection and prevention
Fraud prevention outsourcing covers fake account detection, bot activity, suspicious transaction monitoring, and chargeback abuse. Our teams are trained to recognize account-takeover signals, coordinated inauthentic behavior, and payment anomalies like high-volume refunds or mismatched billing details.
Review and compliance
Beyond individual content decisions, this function makes sure your platform's enforcement holds up against its own guidelines, applicable law, and appeals from users who dispute a decision. That includes handling of any personal data reviewed in the moderation process, backed by our ISO 27001 certification.
Platform safety
Platform safety extends trust and safety services beyond individual pieces of content into the accounts and sellers using your platform: identity verification, policy enforcement, and repeat-offender detection. This envolves catching patterns across accounts that a single content-by-content review would never surface.
Protect your brand and customers with confidence
Reach out to explore how our trust and safety services can help.
Why outsource trust and safety?
The math on trust and safety rarely favors building it yourself. Three reasons come up most often when platforms make the switch:
Scale
TikTok's own transparency report shows it removed 112 million pieces of policy-violating content in six months, 93.8% caught automatically. That kind of tooling and headcount is far cheaper to access through a partner than to build from scratch.
Expertise
A moderator trained across dozens of platforms spots emerging scam patterns faster than a generalist agent doing content review as a side task, plus 24/7 coverage and AI tooling you'd otherwise buy separately.
Moderator wellbeing
Reviewing harmful content at volume takes a real toll, and a partner without a genuine wellbeing programme burns through moderators fast, which shows up as inconsistent decisions when consistency is crucial.
Our approach to content moderation outsourcing
Content moderation outsourcing works in four stages, and skipping any one of them is usually where quality breaks down.
AI pre-screening
AI pre-screening handles the volume first: obvious violations get flagged and actioned automatically, and clearly compliant content passes through without ever reaching a human queue. This is what makes outsourced content moderation viable at scale, most of the volume never needs a person.
Human review
Human review picks up everything AI can’t confidently resolve alone: content that depends on context, cultural nuance, or platform-specific judgment calls. Our moderators are trained on your specific guidelines, not a generic policy set, because “borderline” means something different on a dating app than on a B2B marketplace.
Escalation and appeals
Escalation routes anything high-stakes, legal risk, imminent harm, ambiguous edge cases, to senior reviewers or your own team, with a documented decision trail. Users who dispute a decision get a real second review, not an automated form rejection, which is what keeps enforcement defensible if it’s ever challenged publicly.
Moderator wellbeing built into every engagement
Most BPOs treat content moderation as a generic seat to fill. We don't, because the work itself isn't generic.
Simply Contact
Reviewing harmful content at volume carries a real psychological cost, and a team that isn't supported for it burns out fast, taking your moderation quality down with it.
Mental health support
Manageable workloads, ergonomic workspaces, and structured access to counselling for moderators exposed to the most difficult content categories.
Tailored training
Training based on your guidelines, your edge cases, your industry's common abuse patterns, rather than a generic content-policy course applied across every client.
AI tooling
AI handles the repetitive volume so moderators spend their time on the cases that actually need human judgment, not burning out on the easy calls a model could have caught.
Industries using trust and safety outsourcing
Social media & UGC platforms
Volume is the defining challenge: millions of posts, images, and videos daily, where even a small percentage of violations is a large absolute number.
Online marketplaces
Fake listings, counterfeit goods, and seller fraud directly threaten buyer trust and platform revenue. Identity verification and repeat-offender detection matter as much here as content review itself.
Gaming
In-game chat, user-generated content, and account fraud, stolen credentials, cheating rings, real-money-trading scams, require moderators who understand gaming-specific abuse patterns, not generic text moderation.
Dating apps
The stakes are personal safety, not just brand reputation: fake profiles, catfishing, and harassment require fast content review and identity verification working together.
Fintech
Every trust and safety decision here overlaps with regulatory compliance. Fraud detection, KYC verification, and transaction monitoring need to hold up to audit, not just internal policy.
Security & compliance
PCI DSS
Simply Contact is PCI DSS certified, maintaining the highest level of security for all card transactions and protecting clients' sensitive data.
ISO 27001
An internationally recognised standard for managing information security, ensuring robust processes to safeguard sensitive information.
ISO 27701
The international standard for privacy information management (PIMS), with requirements mirroring GDPR compliance and protecting personal data.
HIPAA
HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and health tech industries.
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Frequently asked questions
Content moderation is about reviewing and managing user content to make sure it follows your platform’s rules. Trust and safety cover more—it includes fraud prevention, account security, compliance, and overall platform protection to keep users safe and your brand secure.
Any online business where users interact, share content, or make transactions. T&S teams help stop scams, fake accounts, harmful content, and more to keep your platform secure and reliable.
We do. AI helps us catch fraud, flag harmful content, and handle repetitive tasks so moderators can focus on more significant, complex issues. It’s about combining smart tools with expert decision-making.
Workloads are capped and monitored, moderators rotate off the most distressing content categories on a schedule, and mental health support is built into the role rather than offered only after signs of strain appear. Supervisors are available on-demand for any case a moderator finds difficult to sit with alone.
Our trust and safety teams operate across 30+ languages, covering the major markets most platforms need from day one along with less common languages that would be impractical to staff for individually. Coverage scales with your platform’s user base rather than requiring you to predict every market upfront.
Most engagements can scale within days for volume increases within an existing content category, and within a couple of weeks when a new language, region, or entirely new abuse pattern is involved and requires fresh training.
Ready to see results like these?
Tell us about your support challenges and we'll put together a tailored proposal within 48 hours.
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