July 2, 2014
Lithium customer service management tool, used by services such as Spotify and Post Office and Skype, plans to incorporate its, recently acquired, online influence scoring app; Klout into it’s monitoring system. Adding value and unique context to its social customer service.
Lithium CEO Rob Tarkoff recently uncovered plans as to how exactly Lithium wants to advance its service by introducing influence scores across user reviews, general comments and even products themselves. The new features introduced as Klout products and Klout pop-up communities will roll out alongside Klout’s usual offering of regular influence scores usually displayed alongside users and their interactions.
However, previous Klout scoring simply displayed a consistent score across the social-sphere in general. The new features now add valuable context to scores as they will vary depending on which product or service the user is reviewing and how individual products have been reviewed.
“You potentially could have a Klout score on the Sony community of one thing and a Klout score on another community that’s related to make up.” Lithium CMO Katy Kleim
Klout Products will incorporate Klout scores into the online-retail product or service reviewing process. Individual products will be assigned a Klout score based on user ratings, reviews and mentions across social media. People who submit product reviews will also have their individual Klout score displayed, alongside their review, so other users can judge how reliable their review is.
Customer service teams can now more visibly identify the impact of interactive opportunities and value of the engagement of individual users. Although the reliability and bias of Klout’s measurement system has previously been questioned sometimes favouring added Klout scoring to those sharing Klout’s suggested / native content over organic, potentially more relevant scores. Although Klout has survived as the industry choice for digital influence measurement over competitors such as Kred or Peerlindex. Does this spell a term of streamlining and smart development for the app? Adding real-time application through combining context and algorithm can only be a good thing.
The move will surely add value to social customer service management and aid snap decision making in responsive and proactive engagement, offering the opportunity to visually measure the potential of any interaction and ultimately improve the final customer satisfaction.