Meltwater Academy

I. LOG-INS/GENERAL USAGE

Q: Can the logins be shared? 

A: It can be shared but of course, discouraged. Please share your access to actual users within FWD only. 😊

Q: Can two people use the same login at the same time? If yes, will one be kicked out of the platform when they login simultaneously with another?

A: It is not recommended for two users to log in to one account at the same time. It is likely one of the users will get kicked out.

Q: Is the platform capable of handling foreign languages aside from English? 

A: Yes, Klear can track foreign languages.

Q: Do the data we get language-agnostic? Some markets, for instance, use their own language extensively. When searching in Klear, can they get accurate results? E.g., theme of post, etc. 

A: Users can search for results based on local languages.

Q: How are the "skills" created? PH, for instance, have "nursing" which is so weird. Lol. 

A: We determine the topics or skills based on the audience's interest. This is done using machine learning and topic clustering. It helps us understand what your audience is interested in, enabling us to create content that appears to them. In the case of PH, we can see that the audience is interested in nursing. This audience could include caregivers, insurance agents, or healthcare professionals. 

Q: What can they do to increase their Klear influencer scores? 

A: The Klear Score is a comprehensive measure of influence, calculated using various variables and Klear's own AI algorithm. We consider factors such as an influencer's following, reach, engagement rate, and audience quality, among others. All of this data is analyzed by Klear's Algorithm to assign each influencer a Klear Score ranging from 1 to 100. Therefore, the most effective way to improve one's Klear Score is by gaining genuine followers (we have bot detection mechanisms to ensure only real profiles are counted) and fostering continuous engagement. 

Q: How often does this change? Or how easy can this be changed? 

A: I believe we update the Klear Score on a monthly basis. Since the Klear Score is assigned to each influencer in our database and is relative to other influencers, improving the score may require some effort from the team. It may take time and dedication to enhance the score, considering the competition among other influencers. 

II. USING YOUR DASHBOARDS

Q: Can we customize our own dashboards and add metrics that we look at in the market?

A: All dashboards on Klear are default by the platform. Users can however choose to hide/show existing metrics.

Q: Can we give view access of the dashboard to some members of the team or external agencies?

A: Dashboard access is account-based, if the user wants to set viewer permission for the account, all users using this account will only have viewer permission. (given multiple users/agency is sharing one account)

Q: Can Klear create sections where they are not just viewing a set of filtered data but also excludes certain data? Example: excluding influencers who have used competitor hashtags.

A: There is no filter to exclude influencers who have used competitor hashtags, but users can check what brands a KOL has worked with in the past period to verify or hashtags they have used in the past.

Q: Can I share a “read-only” file of the dashboard or campaign monitoring to third parties e.g., product team, distribution team?

A: You can either export the data to an editable PDF or an export CSV to share campaign results to third-parties.

III. SEARCHING FOR INFLUENCERS

Q: What kind of influencers are being tracked in Klear. Do we have a cut off on the influencers we show: E.g., the number of followers, inactivity.

A: Klear tracks KOL ranging from nano to mega KOLs, the follower numbers would vary. But these are all either gotten straight from the platforms, Meta, Google and Tiktok or enrolled into the platform so they are legitimate and credible.
There is no cut-off on the number of followers as long as they are from these two sources.

Q: Aside from the standard social accounts, are we also able to look at influencers from other platforms? E.g., blogs/bloggers, forums, FB groups, podcasts, etc.

A: If you have a list of platforms, please send so we can check possible uses. Klear only tracks public data sources so FB group, private accounts are not included, Klear tracks platforms including FB, IG, Twitter, Youtube, Tiktok, Pinterest, Blogs, RED, etc.

Q: Are we able to track Facebook Groups, Fan Accounts, which can contribute to the reach of the influencer marketing campaign?

A: Klear only tracks public data, it cannot track posts from Facebook groups and private fan accounts

Q: Can I see whether the influencer worked with other insurance brands? If yes, how?

A: Yes, you can check if the influencer worked with other brands (ie insurance brands) in the KOL’s profile under “portfolio”.

Q: Why am I not able to see the influencer’s Instagram stories?

A: Due to Instagram's Policy, all third party vendors are unable to pull in any influencers' Instagram story unless they have connected their creator account to Klear and authorise the client to have access to their Instagram stories.

Q: Why are there missing Audience Demographic data?

A: Klear is only able to provide demographics data only when our data partner (ie, Meta, Twitter) give us that data as IG API restriction prevents third party vendor to collect data without the influencer connecting their accounts. It is recommended for the KOL to authenticate their account on Klear to get their first party demographics data

Q: What is true reach?

A: Our TrueReach technology is based on a machine-learning algorithm that predicts the number times the influencer’s post has been exposed. It attempts to strip out inactive accounts, fake accounts, and bots from the influencer’s follower count. True Reach identifies patterns that correspond with real users vs automated bots or sporadic use.

IV. CREATING AND MANAGING CAMPAIGNS

Q: How many campaigns can we create in Klear?

A: There is no limitation to the number of created campaigns but setting up a manageable amount of campaigns is recommended.

Q: How many influencers can we add?

A: Currently, you have 50 managed KOL quota, if you need more please reach out to the GO team.

Q: Some influencers, especially the big ones, delete their posts after the contract duration. Will the data and monitoring disappear, too, when they delete? What’s the process for these scenarios? Same goes with influencer posts on owned accounts.

A: If a post was deleted, it will be shown as "this post is deleted" without further data, same goes for KOL posts on owned accounts. Please make sure to inform Brand and Marketing and Klear Team of any contract duration and end date so we can save the data.

Q: Can it track publisher accounts like: https://instagram.com/folkative?igshid=MzRlODBiNWFlZA== 

A: As long as it is a public account and it is in social media, it can be tracked.

Q: Are we able to track IG Stories, which disappear after 24 hours?

A: Yes, for KOLs who have authenticated to Klear, we can track IG Stories. So it is important to have them enroll to Klear.

Q: Are we able to track link clicks and specialized links?

A: Yes, Klear is able to do url tracking that is KOL specific, link clicks are then reflected on the “measure” tab.

Q: Do I need to ask Influencer to reconnect their Instagram Creator Account everytime I work with them for a campaign?

A: Depends. For influencers who have a Klear Account and have previously authenticated their Instagram Creator Account, they do not need to reconnect again as long as the authentication has not passed the 90 days expiration or they did not change their password in between. Additionally, these influencers must have opted to allow Klear clients to collect their IG data under their account settings where they have either allowed selected Klear clients or all Klear clients to collect their IG data.

V. MONITORING YOUR CAMPAIGNS

Q: Is the platform capable of filtering or showing negative engagements?

A: If you are referring to negative comments under posts, Klear is not able to determine the sentiment of the exact comment. We can use a social listening tool for this.

Q: Are we also able or is it possible to see metrics like PR mentions, earned media mentions, and other metrics outside of social in the campaign monitoring report. What are these metrics?

A: Klear is an influencer marketing tool, PR/earned media mentions falls in the scope of media monitoring, hence not covered on Klear.

VI. ENGAGING/CONTACTING INFLUENCERS

Q: Are we able to contact influencers who are not yet enrolled with Klear?

A: Yes, by using the connect function user can reach out to new KOLs by email

Q: I am concerned about the additional steps that the Influencer has to take in order to join the campaign which deters them from collaborating with us.

A: Klear is aimed to make it easier for brands to work with influencers, the steps that the influencers have to take is to ensure that the client is able to gather the information they need to measure their campaign efforts in the most effective and accurate manner. To ensure that the process for the client to work with the client is completely transparent and foolproof, we have created a "Klear - Influencer View" document with video walkthroughs of what the influencer need to do to join a campaign officially.