Customer Story

Challenges

The gaming community relied heavily on volunteer moderators to maintain healthy interactions, but lacked a centralized system to recognize contributions, track milestones, and support moderator wellbeing—leading to burnout, inconsistency, and high turnover.

• ‍Lack of visibility and recognition for monthly moderation efforts: High activity moderators received little acknowledgment for ticket resolution and policy enforcement. ‍
• Conflict resolution responsibilities caused emotional fatigue: Moderators handling toxicity, disputes, and sensitive incidents seldom received rewards for difficult work. ‍
• No milestone system for content moderation achievements: Large-scale UGC review, spam removal, and violation flagging went unnoticed. ‍
• Limited incentives for supporting high-traffic community events: Seasonal events, tournaments, and launches demanded extra moderator coverage without structured rewards. ‍
• No standardized system for onboarding or mentorship: Senior moderators training new volunteers lacked recognition. ‍
• Community-building contributions were undervalued: Moderators organizing events, fostering positivity, and building relationships were not rewarded consistently.

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Personas Involved

• ‍Community Moderators: Resolve tickets, monitor chats, enforce guidelines, support events, onboard newcomers, and maintain healthy communities—earning recognition and rewards via Empuls. ‍
• Community Management Teams: Oversee moderation quality, communication, mentorship pipelines, and community safety programs. ‍
• Operations & Safety Teams: Monitor incident handling, conflict resolution cases, and policy enforcement. ‍
• Event & Engagement Teams: Coordinate tournaments, seasonal events, and live broadcasts requiring moderator support. ‍
• HR/Moderator Relations Teams: Manage reward policies, milestone rules, wellness initiatives, and contributor appreciation. ‍
• Program Admin / Super Admin: Configure workflows, maintain integrations, control permissions, and ensure program consistency.

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The solution

Xoxoday Empuls enabled the platform to move from fragmented, manually tracked moderator workflows to a centralized, automated recognition system. The solution unified moderation activity metrics, conflict-resolution actions, UGC review milestones, event support contributions, and community-building efforts into a single, configurable framework — improving fairness, transparency, and sustained moderator engagement.

• ‍Monthly moderation recognition for sustained engagement: Xoxoday Empuls automated monthly recognition based on activity metrics, ticket resolution volume, guideline adherence, and engagement levels, preventing burnout and encouraging consistency. ‍
• Conflict resolution & crisis management rewards: Empuls delivered instant rewards for moderators managing toxic behavior cases, disputes, harassment reports, and crisis events, reinforcing positive moderation standards. ‍
• Content moderation milestone incentives: Moderators earned badges and rewards for UGC review milestones, violation flags, spam removal counts, and safety-related achievements, gamifying moderation workloads. ‍
• Community event support incentives: Empuls rewarded moderators supporting live tournaments, AMAs, patch-release events, and seasonal celebrations, ensuring stable coverage during high-traffic windows. ‍
• Onboarding & mentorship rewards: Senior moderators received incentives for training new moderators, creating playbooks, writing documentation, and mentoring future leads, fostering moderation pipeline growth. ‍
• Community-building recognition programs: Moderators were rewarded for hosting community events, fostering positivity, creating engagement content, and nurturing member relationships, enhancing player retention. ‍
• Seamless integration with community ecosystem tools: Xoxoday Empuls integrated with HRMS/HRIS, Discord, Slack, community ticketing systems, analytics dashboards, CMS, email platforms, and SSO, enabling automated recognition triggers tied to real moderation actions.
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This eliminated manual reporting and delivered a unified, transparent system for rewarding moderator contributions.

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Impact

• ‍52% increase in moderation consistency, supported by monthly recognition and milestone rewards.
• ‍2.7× improvement in response quality for conflict resolution and crisis management cases.
• ‍41% increase in content review completeness, fueled by achievement-based moderation incentives.
• ‍3× higher moderator participation during peak community events, improving player experience.
• ‍44% improvement in onboarding pipeline, driven by mentorship and documentation rewards.
• ‍PHP 14.2 million in automated moderator rewards processed annually, ensuring fairness and transparency.
• ‍33% reduction in moderator burnout, supported by structured recognition and wellbeing-focused engagement.

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Conclusion

By adopting Xoxoday Empuls, the gaming community platform transformed the way it empowered and recognized its moderator ecosystem. Automated reward workflows, mentorship incentives, and structured conflict-resolution recognition created a more resilient, motivated, and engaged moderator community.  

With seamless integrations across community tools and real-time recognition triggers, Empuls strengthened platform safety, improved player experience, and significantly reduced volunteer turnover across the Philippines and the broader SEA region.