To our valued customers – I sent out the below email to you all earlier today, but in the event you missed it thought I should also post it on the Community. As it states below, please contact KloutQuestions@lithium.com if you have any questions on this news.
An update on Klout
I’m writing to let you know that Lithium has made the decision to sunset the Klout service, effective May 25, 2018.
Lithium is committed to providing you with the technology and services that will enable you to differentiate your customer experience. Our recent launch of Lithium Messaging is evidence of our focus on this mission. The Klout acquisition provided Lithium with valuable artificial intelligence (AI) and machinelearning capabilities but Klout as a standalone service is not aligned with our long-term strategy.
Our goal with these AI and machine learning investments is to improve our customer care capabilities across the board, whether that’s self-service, peer-to-peer, or direct-to-brand. In the near-term, for example, we will be looking to improve agent productivity within SMM and improve the overall user experience in Community through the application of AI, while we are also planning the launch of a new social impact scoring methodology based on Twitter.
Should you have any questions or concerns about this announcement, please feel free to reach out to KloutQuestions@lithium.com. We are honored to be your partner in delivering digital customer care experiences that delight your customers and we look forward to sharing news of ongoing innovations that support you in this journey.
Thank you for your business.
I would like an "unlike" button.
This is regrettable as Klout allowed influencers to be socially recognized for the areas they are experts in and provide a gravitas to comments made by experts in their fields.
Klout has provided an important service through its API, giving companies an aggregated measurement to help measure activity and influence across multiple social channels. While most end users may only be familiar with the website, and may question the value of the data provided (we tend not to trust black box processes), I've seen huge value in utilizing this data within other social analytics platforms. I can't believe Lithium would just turn off the tap entirely, and i'm interested to learn the next steps for this capability, either though an updated API or other Lithium products and services.
@buckleyplanet As Pete indicates above, we are doubling down on our strategic focus on being the leading provider of digital customer care solutions for brands, so things like the free consumer service and the API no longer made sense as standalone services. That said, Klout provided Lithium (and in turn, our customers) valuable AI and machine learning capabilities. These capabilities will persist within our solution suite, and we will continue investing in new ways to leverage them for digital customer care.
Hi @allensmith81 thanks for your comment. We will not be replacing the consumer-facing Klout website and associated tools, but as Pete indicated above, we will be launching a new social impact scoring system that will be part of our enterprise products. We will share more details on this front as they become available.
The question is will lithium lose clout by shutting down klout?
I think this was a good move by Lithium as Klout didn't hold the clout it used to in recent years. Quite a few of the comments on social media I have seen with peers in the industry have been happy with the move, including myself.
While a Klout score was always something to take into consideration, the interests and expertise topics information left me cold or outright scratching my head. Some of the oddness of these topics eroded the perception of Klout and its scoring system. I think this was due to the flawed assumption by Klout that if you mention or discuss a topic often enough you are likely an expert. For example, one time I was suddenly an expert in Justin Bieber because a couple of facebook posts I made when he got himself into some legal troubles were well liked and commented on.
I hope that whatever new social impact scoring Lithium releases next doesn't make the same mistake. My suggestion would be that what someone discusses often is valuable information but PLEASE, do not call them an expert in something unless they really are. Stick with interests and maybe something like hot topics to describe issues they discuss often or get good traction on.
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