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    Methods and systems for facilitating customer support using a social post case feed and publisher
    1.
    发明授权
    Methods and systems for facilitating customer support using a social post case feed and publisher 有权

    公开(公告)号：US10127560B2

    公开(公告)日：2018-11-13

    申请号：US15883881

    申请日：2018-01-30

    申请人： salesforce.com, inc.

    发明人： Eric Moore ,  Sutthipong Thavisomboon ,  Yuseung Kim ,  Bryan Hart ,  Jaroslaw Kozieronek

    IPC分类号： G06F15/16 ,  G06Q30/00 ,  G06Q50/00 ,  H04L12/58 ,  H04W4/21

    摘要： 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.

    METHODS AND SYSTEMS FOR FACILITATING CUSTOMER SUPPORT USING A SOCIAL CHANNEL AWARE PUBLISHER IN A SOCIAL POST CASE FEED
    3.
    发明申请
    METHODS AND SYSTEMS FOR FACILITATING CUSTOMER SUPPORT USING A SOCIAL CHANNEL AWARE PUBLISHER IN A SOCIAL POST CASE FEED 审中-公开
    使用社会通道知名发行人在社会后期案件中提供客户支持的方法和系统

    公开(公告)号：US20150081571A1

    公开(公告)日：2015-03-19

    申请号：US14485273

    申请日：2014-09-12

    申请人： salesforce.com, inc.

    发明人： Chet Chauhan ,  Eric Moore ,  Sutthipong Thavisomboon

    IPC分类号： G06Q30/00 ,  G06Q50/00

    CPC分类号： G06Q30/016 ,  G06Q50/01

    摘要： Methods and systems are provided for responding, from a customer service management (CRM) portal, to a customer service inquiry received from an inbound social media channel. The method includes receiving the customer inquiry from the inbound social media channel; creating a case based on the inquiry; presenting the case to an agent at the CRM portal; automatically pre-configuring, by the CRM portal, a response to the inquiry based on attributes of the inbound social media channel; and transmitting the response from the CRM portal via the inbound social media channel.

    摘要翻译： 提供了方法和系统，用于从客户服务管理（CRM）门户响应从入站社交媒体渠道收到的客户服务查询。 该方法包括从入站社交媒体频道接收客户查询; 根据查询创造案例; 向CRM门户的代理人呈交案件; 通过CRM门户自动预配置基于入站社交媒体渠道属性的查询响应; 并通过入站社交媒体渠道传送来自CRM门户的响应。

    Methods and systems for facilitating customer support using a social post case feed and publisher
    6.
    发明授权
    Methods and systems for facilitating customer support using a social post case feed and publisher 有权

    公开(公告)号：US10366397B2

    公开(公告)日：2019-07-30

    申请号：US16155736

    申请日：2018-10-09

    申请人： salesforce.com, inc.

    发明人： Eric Moore ,  Sutthipong Thavisomboon ,  Yuseung Kim ,  Bryan Hart ,  Jaroslaw Kozieronek

    IPC分类号： G06F15/16 ,  G06Q30/00 ,  G06Q50/00 ,  H04L12/58 ,  H04W4/21

    摘要： 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.