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

Patent metadata

Field	Value
Publication number	US-9972015-B2
Application number	US-201414451632-A
Country	US
Kind code	B2
Filing date	Aug 5, 2014
Priority date	Sep 13, 2013
Publication date	May 15, 2018
Grant date	May 15, 2018

Abstract

Methods and systems are provided for integrating social media channels into a customer service management (CRM) portal. The method includes receiving data for a consumer post, parsing the data into a social post object and a social persona object, creating a case from the objects, and displaying the case in the CRM portal.

First claim

What is claimed is:

1. A method of integrating social media channels into a customer service portal of a Customer Relationship Management (CRM) system, comprising:
retrieving, via a retrieval system based on rules specified by a rules engine, data from a customer post on a social media channel, wherein the data are received in the form of a Java script object notation (JSON) string comprising data fields, wherein rules used by the rules engine are configurable by an organization using the CRM system to find customer posts that warrant creation of a customer service case, and wherein customer posts that warrant creation of the customer service case are a subset of all posts on the social media channel relating to the organization;
receiving the data from the 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 and a social persona object;
creating, via the CRM system, a customer service case from the at least two objects; and
causing the customer service case to be displayed at the customer service portal.

2. The method of claim 1 , wherein parsing the data fields of the JSON string into at least two objects comprises:
parsing, at the parser of the CRM system, the data fields of the JSON string into the social post object that corresponds to a posted message of the customer post and the social persona object that corresponds to an author of the customer post.

3. The method of claim 2 , wherein the customer service portal comprises a social publisher and a social case feed, and further wherein displaying the customer service case in the customer service portal comprises:
displaying information obtained from the social post object and the social persona object in the social case feed.

4. The method of claim 3 , further comprising:
automatically identifying from a plurality of social media channels the social media channel from which the customer post originated;
automatically pre-configuring, by the customer service portal, a response to the customer post in compliance with protocols associated with the social media channel that allow the response to be communicated via the social media channel;
displaying a prompt to compose a reply to the customer post be included with the response in compliance with protocols associated with the social media channel;
pre-populating the reply based on information obtained from the social post object and the social persona object; and
creating, by using the customer service portal, the response including the reply.

5. The method of claim 4 , wherein automatically pre-configuring, comprises:
automatically determining, by the customer service portal, a particular account of the social media channel that is associated with the author of the customer post from the social persona object; and
automatically pre-configuring, by the customer service portal, the response to the customer post to be directed toward the particular account associated with the author of the customer post.

6. The method of claim 5 , wherein:
receiving data from the consumer post comprises receiving the data from one of the following channels: Twitter and Facebook; and
transmitting the response using the same channel from which the data was received.

7. The method of claim 1 , wherein the CRM system is a multi-tenant CRM system that provides a CRM application to a plurality of organizations.

8. The method of claim 5 , wherein automatically pre-configuring further comprises:
constraining total character length of the first response to be in compliance with the protocols associated with the first social media channel.

9. The method of claim 7 , wherein each organization specifies rules used by the rules engine to find customer posts that warrant creation of a customer service case.

10. The method of claim 1 , wherein the retrieval system is a multi-site retrieval system.

11. A customer service system configured to communicate with at least one social media channel, the customer service system comprising:
a rules engine, wherein rules used by the rules engine are configurable by an organization using a Customer Relationship Management (CRM) system to find social posts that warrant creation of a customer service case, and wherein social posts that warrant creation of the customer service case are a subset of all social posts on the social media channel relating to the organization;
a retrieval system configured to retrieve, based on rules specified by the rules engine, data from a social post on at least one social media channel;
an interface to the CRM system, wherein the interface is configured to receive the data from the social post that was retrieved from the at least one social media channel by ingesting, via 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,
wherein the interface includes code configured to parse the data fields of the JSON string into at least two objects comprising a social post object and a social persona object;
a database communicatively coupled to the interface for storing the at least two objects; and
a display module of a customer service portal including:
a case feed configured to display the at least two objects retrieved from the database to an agent, and
a publisher module configured to allow the agent to respond to the social post via the at least one social media channel through the interface.

12. The system of claim 11 , wherein the at least one social media channel comprises at least one of Twitter and Facebook.

13. The system of claim 11 , wherein the retrieval system is a multi-site retrieval system.

14. The system of claim 11 , wherein the interface is configured to parse the data fields of the JSON string into at least:
the social post object that corresponds to a posted message of the customer post; and
the social persona object that corresponds to an author of the customer post.

15. The system of claim 14 , wherein the display module of the customer service portal is configured to display indicia of the social post object and the social persona object in the social case feed.

16. The system of claim 11 , further comprising:
a processing system configured to:
automatically identify from a plurality of social media channels the social media channel from which the customer post originated;
automatically pre-configure, by the customer service portal, a response to the customer post in compliance with protocols associated with the social media channel that allow the response to be communicated via the social media channel;
display a prompt to compose a reply to the customer post be included with the response in compliance with protocols associated with the social media channel; and
pre-populate the reply based on information obtained from the social post object and the social persona object.

17. The system of claim 16 , wherein the processing system is further configured to:
automatically determine a particular account of the social media channel that is associated with the author of the customer post from the social persona object; and
automatically pre-configure the response to the customer post to be directed toward the particular account associated with the author of the customer post.

18. Computer code embodied in a non-transitory computer readable medium for execution by a process

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

• H04L51/32

  Electricity · mapped topic

• H04W4/206

  Electricity · mapped topic

• G06Q50/01

  Physics · mapped topic

• G06Q30/016 Primary

  After-sales · CPC title