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Sunsetting Klout

Lithium Technologies PeteH
Lithium Technologies

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

 

Hi,

 

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.  

 

Pete Hess

CEO

17 Comments
Occasional Commentator evanwolf
Occasional Commentator

So, for a graceful exit from Klout:

  • Why such short notice to the consumer Klout users? Less than a month? GDPR?
  • You have many channels for communicating with your Klout users; you collected much more than twitter data. Why not use all of them, including direct messages on twitter, facebook messages, skype messages, etc. to let us know? Why isn't the Klout site itself notifying visitors?
  • Where is your data portability guidance for users? How can I download my history on Klout, the comments, reports, and analysis you made of me? Or export it to another service?
  • What is happening to the employees who have been working on Klout? Are they being let go or absorbed elsewhere at Lithium?
jacquesabk6
New Commentator

Clearly, the May 25 cut-off date gives a hint that this move has to do with GDPR compliance in the EU area. I’m guessing a combination of Klout sales downturn and a heavy user base in the EU, the business decision to cost out GDPR compliance and the risk of data availability made it unattractive to keep “the lights on” when it comes to this product’s functionality, especially if it would be further handicapped by legislation.

 

I think it’s a good business decision. If Lithium is looking at alternatives to roll-it into their main product in some other version of the iteration then everyone will win long-term.

Lithium Technologies AmeliaC
Lithium Technologies

@evanwolf :  Given our strategic focus Pete mentions above, we made the decision some time ago that Klout no longer made sense as a standalone service. The upcoming deadline for GDPR implementation simply expedited our plans to sunset the product. We’re currently working on additional communications to end-users of the consumer website, which will include a pop-up notification for all Klout.com visitors.

 

We will be deleting all of the individual user data of registered Klout users over the next few weeks as the site shuts down. And just to be clear, Klout has never aggregated and saved user data indefinitely. If you would like your information permanently deleted ahead of the shutdown date, just go to https://klout.com/#/settings/optout and follow the included directions. You can also access your 90-day score history, current topics, and other metrics by going to https://klout.com/#/measure and either saving the HTML or taking a screenshot.

 

And lastly, Klout and Lithium integrated teams and resources long ago, and we have fantastic data science resources as well as AI and machine learning investments in place to continue evolving our product suite.

 

Lithium Technologies JohnMc
Lithium Technologies

For more detail on how this will affect Lithium customers, please visit our FAQ - Sunsetting Klout.

Occasional Commentator evanwolf
Occasional Commentator

@AmeliaC, thanks for the answers.

Michela_C
New Commentator

I am very sorry to hear that. I am currently using the Klout APIs and since this morning I could not get any response from the Klout servers. Are they already inaccessible via the API calls? It is very short notice...

chabbyabe
New Commentator

i don't like this sad news Smiley Sad