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