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

Patent metadata

Field	Value
Publication number	US-10366397-B2
Application number	US-201816155736-A
Country	US
Kind code	B2
Filing date	Oct 9, 2018
Priority date	Sep 13, 2013
Publication date	Jul 30, 2019
Grant date	Jul 30, 2019

Abstract

Methods and systems are provided for responding to social posts (SPs) on social media channels from a customer service (CS) application of a CRM system. Streams of data from the social media channels are processed to detect relevant SPs, and data from a first SP is identified/retrieved based on automatic rules that find relevant SPs that warrant creation of a CS case and a CS response. A first CS case is created based on the data from the first SP to create a record that includes social content information about the first SP and automatically link the first SP to the CRM system. The social content information includes a message from the first SP and an author of the first SP. The CS application causes the first CS case to be displayed, generates a first response to the first SP, and publishes a first social reply including the first response.

First claim

What is claimed is:

1. A method of responding, from a customer service application of a Customer Relationship Management (CRM) system of an organization, to social posts on a plurality of social media channels, the method comprising:
processing streams of data from the plurality of social media channels to detect relevant social posts that are likely to correspond to customer service cases;
retrieving, via a retrieval system based on one or more rules specified by a rules engine, data from a first social post on a first social media channel, wherein the first social post is identified by the retrieval system using one or more rules that finds relevant social posts that relate to a topic specified by the rules and warrant creation of a customer service case and a customer service response from the organization;
receiving, at an interface of the CRM system, the data from the first social post;
creating, via a parser of the CRM system, a first customer service case based on the data from the first social post to create a record that includes social content information about the first social post and automatically links the first social post to the CRM system, wherein the social content information includes a posted message from the first social post and an author of the first social post;
causing the first customer service case to be displayed via the customer service application;
generating, from within the customer service application, a first response to the first social post; and
publishing, from within the customer service application, a first social reply including the first response to respond to the first social post via the first social media channel.

2. The method of claim 1 , wherein generating comprises:
automatically pre-populating, via the customer service application, the first response to the first social 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.

3. The method of claim 2 , further comprising:
retrieving, via the retrieval system, data from a second social post on a second social media channel, wherein the second social post is identified by the retrieval system using one or more automatic rules that finds social posts that warrant another 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 social post;
creating, via the CRM system, a second customer service case based on the data from the second social post;
causing the second customer service case to be displayed via the customer service application; and
automatically pre-populating, by the customer service application, a second response to the second social 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.

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

5. The method of claim 1 , wherein receiving, at the interface of the CRM system, the data from the first social post, comprises:
receiving, at an application programming interface (API) of the CRM system, the data in the form of a Java script object notation (JSON) string comprising data fields.

6. The method of claim 5 , wherein the creating the customer service case comprises:
parsing, at the parser of the CRM system, the data fields of the JSON string into the social content information comprising: a social post object that corresponds to the posted message of the first social post, and a social persona object that corresponds to the author of the first social post.

7. The method of claim 6 , wherein the customer service application further comprises: a social publisher and a social customer service case feed, and wherein causing the first customer service case to be displayed via the customer service application comprises:
displaying, via the social publisher, information obtained from the social post object and the social persona object in the social customer service case feed at the customer service application.

8. The method of claim 7 , further comprising:
displaying, via the social publisher, a prompt to compose a reply to the first social post to be included with the first response in compliance with the protocols associated with the first social media channel.

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

10. The method of claim 6 , wherein automatically pre-pre populating, comprises:
automatically determining, by the customer service application, 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 application, the first response to the first social post to be directed toward the particular account associated with the author of the first post.

11. The method of claim 3 , further comprising:
retrieving, via the retrieval system, data from a third social post on a third social media channel, wherein the third social post is identified by the retrieval system using one or more automatic rules that finds relevant social posts that warrant another 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 social post;
creating, via the parser of the CRM system, a third customer service case based on the data from the third social post;
causing the third customer service case to be displayed via the customer service application; and
automatically pre-populating, by the customer service application, a third response to the third social 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.

12. A system for responding to social posts on a plurality of social media channels, the system comprising:
a retrieval system configured to: process streams of data from the plurality of social media channels to detect relevant social posts that are likely to correspond to customer service cases; and retrieve data from a first social post on a first social media channel based on one or more automatic rules specified by a rules engine of the retrieval system, wherein the first social post is identified by the retrieval system using one or more automatic

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

• H04W4/21

  for social networking applications · CPC title

• G06Q30/016 Primary

  After-sales · CPC title

• G06Q50/01

  Physics · mapped topic

• H04L51/32

  Electricity · mapped topic