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Klout: A social media company that doesn’t get social media?

Update 1:22PM 7/6/11 – Megan Berry, Klout Marketing Manager, responds below in the comments.

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Maybe I have gotten spoiled with the connectivity Twitter provides, but I am finding myself increasing frustrated when trying to communicate with what is supposed to be one of the leading social media companies . . . Klout.

I am active user of Klout for my own accounts and my client’s accounts.  While Klout scores aren’t a perfect metric, I do believe they provide some value.

With my heavy use, I at times have questions.  Klout’s new +K feature, to give influence on a topic with just a click, has inspired a couple questions.

Over the past month I have asked these questions about +K as well as a few other question (four total).  I asked these questions via @ messages to the Klout account.  I have never got a response.

Today Klout had a Facebook post about +K, so I decided to ask my question there.

 

 

 

I was doing multiple Facebook comments (keeping up with friends, etc), so when I looked at their post again, I didn’t see my question.  I posted it again, but this time took a screen shot. To my surprise, they deleted the questions again.

My question didn’t see that off topic to me. Feel free to let me know otherwise. They wanted users to give +K.  I was asking what the benefit was.  From my own experience, if they didn’t want to answer the question directly, they could have said, “We are working on lots of great use for +K.  Keep an eye on our accounts for future uses.”  But no, they just deleted my question.


This is only the second time I have ever had a Facebook comment deleted (the other involved calling out a account that was plagiarizing), and the idea that it was from a social media company account was very surprising.

Maybe I have too high of standards for social media, but I didn’t think those standards would be shot down by a company that bases its business around social media.  

You win Klout.  No more questions from me.

Update: My tweets on this subject led to a discussion of local Lawrence, Kansas businesses who don’t respond to @ messages and even emails.  One of my less tech savvy Twitter friends “replied all” to one of my tweets complaining that a local restaurant never responded to her.  Klout responded with this:

 

It was a little strange that Klout never responded to any of my direction questions, but responded to an inadvertent tweet someone else sent.  I almost feel worse about my Klout customer service experience knowing that they do respond, just not to me.

I am going to take Klout up on their offer to email them.  I have done that in the past, but in the last two months, I haven’t gotten a response to the one email I sent.

4 thoughts on “Klout: A social media company that doesn’t get social media?

  1. Megan Berry

    Hi Joshua,

    I'm the Marketing Manager here at Klout and am generally the one responding to FB comments and tweets. We do our best to engage with everyone who tweets to us but with the volume we get sometimes a tweet gets missed — that's why on our Twitter profile we provide a place to go for support if you need your question to be answered. We definitely were not trying to snub you! We really appreciate you being an active member of the community who's asking questions and commenting.

    As for the Facebook comment, I am honestly confused as to how it got deleted. We would never delete comments unless they are blatantly inappropriate. Furthermore, I love your comment, it adds value to the conversation. The only thing I can think is that either you or I accidentally deleted it somehow. I definitely apologize if it was me!

    Also, I wanted to take a moment to answer your question:
    +K's are currently a great way to thank someone who's given you advice or influenced you in a given topic. I love giving them out to people who I respect, it's a way to give them kudos for their work. In terms of how Klout uses it — it currently doesn't affect the Klout Score itself but it does affect how you are rated in topics and what topics are shown on your public profile which people may be checking when they look you up. It is very likely to affect subject leaderboards when we build this out (it's on our roadmap) as well as Perks. Hope this helps!

    -Megan Berry
    Marketing Manager, Klout
    @meganberry

  2. Debbi

    Apparently, blogging about the issue was the way to get a response!

    I can certainly understand how a company might get overwhelmed with @ mentions or DM's on Twitter, or Facebook comments. However, in my opinion, if the company is going to have a presence on those sites, they should also be willing to respond on those sites. Providing another avenue for support is fine, but if that other avenue is ignored, also, it doesn't do any good.

    It's not hard to determine which tweets/comments need a response, and which ones are more indirect mentions that don't need a response. Take the above example- it's not hard to see that @beatp wasn't really directing her complaint at Klout, and since her issue had nothing to do with Klout, there's no need for them to respond. Especially with the response they gave- how exactly is Klout going to help with poor service at a local restaurant? It only takes a few seconds to scan someone's tweets for context.

    Direct questions to a company, on the other hand, deserve a response.

    As for deleting comments on Facebook, I think you know I am opposed to that, unless the comment is spam or otherwise inappropriate. And by inappropriate, I mean foul language or inflammatory language such as racist remarks- I don't mean language that simply disagrees with or questions the business.

    And on that note, I'm disappointed that the company you called out for plagiarism chose to delete those comments! 🙂

  3. Josh Davis

    Megan,

    Thank you for the response. I really appreciate getting an answer about +K. when you use Klout frequently like I do, you can't help but wonder about how any new feature is used.

    I admit that I haven't use the support section of your site. I got used to Klout responding to email and tweets, but this was over six months ago. I didn't think to look at your Twitter profile for an alternative method.

    As for the Facbebook comment. I even checked my profile and the comment was showing up there briefly, so I don't understand how it got deleted twice. I take you at your word that deleting posts isn't normal, but aside from the one other time I had a comment deleted, I don't think I have ever had a post go missing. I am glad to here that deleting isn't standard practice with Klout.

    This whole situation has got me thinking about customer service at all levels of scale. So I thank you for that as well as responding to my post.

    Josh

  4. Josh Davis

    Thank for the comment Debbi. A number of really good points.

    I agree that without the ability to blog I don't know if I would have a got an answer. It is interesting that I spend a considerable amount of time using Klout, but wasn't familiar with their support system.

    I agree with you that if these companies are going to be on these platforms, they need to have the staffing to respond to questions and customer support inquiries. In Klouts case, even if they directed people to the support system with a quick @ mention response, I think that would be acceptable.

    The idea of looking at a person's tweets for context makes a lot of sense. I use Hootsuite to look at someone's tweet history and even who is @ messaging them to understand the context of their message to me or a client. It takes a little more time, but I think this practice will eventually become standard for customer service and even just communication.

    You have a lot more experience with Facebook than I do, so I appreciate hearing your approach on moderation

    Thanks again for the comment,

    Josh

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