Forbes: A High Klout Score Can Lead To Better Customer Service
A High Klout Score Can Lead To Better Customer Service
Alex Knapp, Forbes Staff
Genesys has announced today that has partnered with Klout to integrate Klout scores into its Social Engagement solutions. As a result, Genesys customers who use those services will be able to take Klout scores into account when dealing with customers. Genesys boasts of over 2,000 business clients in over 80 countries, including major airlines, banks, and telecommunications company, so this integration will likely touch a lot of consumers.
“For over 20 years, Genesys has been the engine of every major contact center and customer service organization, and has intelligently routed millions of voice, web, mobile and social interactions to customer service agents across the globe,” said Paul Segre, President and CEO of Genesys in a joint press release. ”By incorporating Klout within Genesys Social Engagement, we’re empowering social savvy enterprises to engage their customers in a new conversation based upon business value and social influence.”
Klout, for those of you who aren’t familar, analyzes a person’s influence across different social networks and then rates them on a scale of 1-100. For example, as of this writing, Forbes has a score of 82. Genesys’ Social Engagement solutions work by analyzing Twitter, Facebook and other social media areas to assist customers in working with the proper resources. According to Genesys, the Klout scores are integrated into the system by evaluating people with high scores and routing them to specialized customer service agents.
“Klout will be a powerful additional layer of the Genesys Social Engagement solution, giving businesses an immediately scalable signal from multiple social media channels that shows them where to turn their attention,” claims Matt Thomson, VP of Business Development for Klout in the press release.
Companies that measure social media amplification – and Klout in particular – have faced a range of criticism over the means through which they arrive at their scores. But like it or not, such measurements are increasingly being used to prioritize customer service resources. For example, customer service solution provider LiveOps has also started taking social media influence into account in prioritizing customers for service solutions. The reason for this priority is pretty basic – even in the 21st century, word-of-mouth is the best advertising. So no company wants a bad customer experience amplified by someone influential on Twitter or Facebook.
Customer service isn’t the only use for measuring social influence, either. Atlanta-based Kabbage, which provides capital advances to online sellers, also takes social influence into account when determining how great an advance a seller might be eligible for. Some companies have even begun considering Klout scores when deciding whether or not to hire a potential employee.
Segre is blunt about the importance of social influence when it comes to providing customer service. “A customer that represents $100 worth of business to a company, but has 8,000 active Twitter followers, should be valued and treated similar as a one million-dollar customer.”