Methods and systems for facilitating customer support using a social post case feed and publisher

Patent metadata

Field	Value
Publication number	US-10127560-B2
Application number	US-201815883881-A
Country	US
Kind code	B2
Filing date	Jan 30, 2018
Priority date	Sep 13, 2013
Publication date	Nov 13, 2018
Grant date	Nov 13, 2018

Abstract

Methods and systems are provided for responding to customer posts on a plurality of social media channels from a customer service portal of a Customer Relationship Management (CRM) system of an organization. A retrieval system can retrieve, based on one or more rules specified by a rules engine, data from a first customer post on a first social media channel. The first customer post is identified using one or more rules that finds customer posts that warrant a customer service response from the organization. Based on the data from the first customer post, a parser of the CRM system creates a first case that can be displayed at the customer service portal, which automatically pre-populates a first response to the first customer post in compliance with protocols associated with the first social media channel that allow the first response to be communicated via the first social media channel.

First claim

What is claimed is:

1. A method of responding, from a customer service portal of a Customer Relationship Management (CRM) system of an organization, to customer posts on a plurality of social media channels, the method comprising:
retrieving, via a retrieval system based on one or more rules specified by a rules engine, data from a first customer post on a first social media channel, wherein the data is in the form of a Java script object notation (JSON) string comprising data fields, wherein the first customer post is identified by the retrieval system using one or more rules that finds customer posts that warrant a customer service response from the organization;
receiving, the data from the first customer post by ingesting the JSON string via an application programming interface (API) of the CRM system;
parsing, at a parser of the CRM system, the data fields of the JSON string into at least two objects comprising: a social post object that corresponds to a posted message of the first customer post and a social persona object that corresponds to an author of the first customer post;
creating, via the CRM system, a first case based on the at least two objects;
causing the first case to be displayed at the customer service portal; and
automatically pre-populating, by the customer service portal, a first response to the first customer post in compliance with protocols associated with the first social media channel that allow the first response to be communicated via the first social media channel.

2. The method of claim 1 , further comprising:
retrieving, via the retrieval system, data from a second customer post on a second social media channel, wherein the second customer post is identified by the retrieval system using one or more rules that finds customer posts that warrant a customer service response from the organization, wherein the second social media channel is different from the first social media channel;
receiving, at the interface of the CRM system, the data from the second customer post;
creating, via the CRM system, a second case based on the data from the second customer post;
causing the second case to be displayed at the customer service portal; and
automatically pre-populating, by the customer service portal, a second response to the second customer post in compliance with protocols associated with the second social media channel that allows the second response to be communicated via the second social media channel.

3. The method of claim 1 , wherein retrieving, via the retrieval system, data from the first customer post on the first social media channel comprises:
retrieving, via a multi-site retrieval system based on the one or more rules specified by the rules engine, the data from the first customer post on the first social media channel,
wherein the one or more rules used by the rules engine are configurable by the organization using the CRM system to find customer posts that warrant creation of customer service responses from the organization, and wherein the customer posts that warrant creation of the customer service responses are a subset of all posts on the first social media channel relating to the organization.

4. The method of claim 1 , wherein the customer service portal further comprises: a social publisher and a social case feed, and wherein causing the first case to be displayed at the customer service portal comprises:
displaying, via the social publisher, information obtained from the social post object and the social persona object in the social case feed at the customer service portal.

5. The method of claim 4 , further comprising:
displaying, via the social publisher, a prompt to compose a reply to the first customer post to be included with the first response in compliance with the protocols associated with the first social media channel.

6. The method of claim 4 , further comprising:
pre-populating, via the social publisher, the reply based on information obtained from the social post object.

7. The method of claim 4 , further comprising:
pre-populating, via the social publisher, the reply based on information obtained from the social persona object.

8. The method of claim 1 , wherein automatically pre-pre-populating, comprises:
automatically determining, by the customer service portal, a particular account of the first social media channel that is associated with the author of the first post from the social persona object; and
automatically pre-populating, by the customer service portal, the first response to the first customer post to be directed toward the particular account associated with the author of the first post.

9. The method of claim 2 , further comprising:
retrieving, via the retrieval system, data from a third customer post on a third social media channel, wherein the third customer post is identified by the retrieval system using one or more rules that finds customer posts that warrant a customer service response from the organization, wherein the third social media channel is different from the first social media channel and the second social media channel;
receiving, at the interface of the CRM system, the data from the third customer post;
creating, via the parser of the CRM system, a third case based on the data from the third customer post;
causing the third case to be displayed at the customer service portal; and
automatically pre-populating, by the customer service portal, a third response to the third customer post in compliance with protocols associated with the third social media channel that allow the third response to be communicated via the third social media channel, wherein the protocols associated with the third social media channel are different from the protocols associated with the first social media channel and the protocols associated with the second social media channel.

10. A system for responding to customer posts on a plurality of social media channels, the system comprising:
a retrieval system configured to: retrieve data from a first customer post on a first social media channel, wherein the first customer post is identified by the retrieval system using one or more rules that finds customer posts that warrant a customer service response from the organization;
a Customer Relationship Management (CRM) system of an organization, comprising:
an application programming interface (API) that is configured to receive, from the retrieval system, the data from the first customer post in the form of a Java script object notation (JSON) string comprising data fields;
a parser configured to parse the data fields of the JSON string into: a social post object that corresponds to a posted message of the first customer post and a social persona object that corresponds to an author of the first customer post; and
a customer service portal, comprising:
a display configured to display the social post object and the social persona object; and
a processing system configured to execute code that, when executed by the processing system, is configured to: automatically pre-populate a first response to the first customer post in compliance with protocols associated with the first social media channel to allow the first response to be communicated via the first social media channel.

11. The system for claim 10 , wherein the retrieval system is further configured to:
retrieve data from a second customer post on a second social media channel that is different from the first social media channel, wherein the second customer post is identified by the retrieval system using one or more rules that finds customer posts that warrant another customer service response from the organization; and
wherein the

Assignees

• Salesforce Com Inc

Inventors

• Moore Eric
• Thavisomboon Sutthipong
• Kim Yuseung
• Hart Bryan
• Kozieronek Jaroslaw

Classifications

• G06Q10/40

  Business processes related to social networking or social networking services · CPC title

• G06Q30/016 Primary

  After-sales · CPC title

• H04W4/21

  for social networking applications · CPC title

• G06Q50/01

  Physics · mapped topic

• H04L51/32

  Electricity · mapped topic