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公开(公告)号：US09141997B2
公开(公告)日：2015-09-22
申请号：US13865411
申请日：2013-04-18
发明人： Dewey Gaedcke , Phu Nguyen , James David Evans , Morten Moeller
CPC分类号： G06Q50/01 , G06Q30/01 , G06Q30/016 , G06Q30/0201 , G06Q30/0203 , G06Q30/0207 , G06Q30/0241
摘要： The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.
摘要翻译： 本发明涉及与社交媒体和社交网络相结合的社会客户服务和支持系统。 更具体地，本发明提供了一种社会客户关怀平台系统，以允许客户关怀功能，并且特别地允许客户服务代理人识别，优先排序，匹配和分类可能通过社交网络产生的客户支持请求，并且可以使用 社交网络。 它管理和跟踪大量的客户互动，并提供监控与企业产品或服务相关的互联网社交网络帖子，以及几乎实时捕获，监控，过滤，理解和响应的能力 成千上万的社交互动。 它包括针对社交客户服务和支持环境的角色特定用户界面和功能，自动优先级排序和匹配增加代理生产力，以及将社交媒体支持与现有业务流程对齐的自动化企业工作流程。
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公开(公告)号：US09483802B2
公开(公告)日：2016-11-01
申请号：US13865429
申请日：2013-04-18
发明人： Dewey Gaedcke , Phu Nguyen , James David Evans , Morten Moeller
CPC分类号： G06Q50/01 , G06Q30/01 , G06Q30/016 , G06Q30/0201 , G06Q30/0203 , G06Q30/0207 , G06Q30/0241
摘要： The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.
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公开(公告)号：US20130282417A1
公开(公告)日：2013-10-24
申请号：US13835250
申请日：2013-03-15
发明人： Dewey Gaedcke , Phu Nguyen , James David Evans , Morten Moeller
IPC分类号： G06Q30/00
CPC分类号： G06Q50/01 , G06Q30/01 , G06Q30/016 , G06Q30/0201 , G06Q30/0203 , G06Q30/0207 , G06Q30/0241 , H04L51/32
摘要： The present invention relates to customer relationship management systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality to match customer service environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.
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公开(公告)号：US20140278785A1
公开(公告)日：2014-09-18
申请号：US13865411
申请日：2013-04-18
发明人： Dewey Gaedcke , Phu Nguyen , James David Evans , Morten Moeller
CPC分类号： G06Q50/01 , G06Q30/01 , G06Q30/016 , G06Q30/0201 , G06Q30/0203 , G06Q30/0207 , G06Q30/0241
摘要： The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.
摘要翻译： 本发明涉及与社交媒体和社交网络相结合的社会客户服务和支持系统。 更具体地，本发明提供了一种社会客户关怀平台系统，以允许客户关怀功能，并且特别地允许客户服务代理人识别，优先排序，匹配和分类可能通过社交网络产生的客户支持请求，并且可以使用 社交网络。 它管理和跟踪大量的客户互动，并提供监控与企业产品或服务相关的互联网社交网络帖子，以及几乎实时捕获，监控，过滤，理解和响应的能力 成千上万的社交互动。 它包括针对社交客户服务和支持环境的角色特定用户界面和功能，自动优先级排序和匹配增加代理生产力，以及将社交媒体支持与现有业务流程相结合的自动化企业工作流程。
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公开(公告)号：US20130282603A1
公开(公告)日：2013-10-24
申请号：US13835502
申请日：2013-03-15
发明人： Dewey Gaedcke , Phu Nguyen , James David Evans , Morten Moeller
CPC分类号： G06Q50/01 , G06Q30/01 , G06Q30/016 , G06Q30/0201 , G06Q30/0203 , G06Q30/0207 , G06Q30/0241 , H04L51/32
摘要： The present invention relates to customer relationship management systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality to match customer service environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.
摘要翻译： 本发明涉及与社交媒体和社交网络相结合的客户关系管理系统。 更具体地，本发明提供了一种社会客户关怀平台系统，以允许客户关怀功能，并且特别地允许客户服务代理人识别，优先排序，匹配和分类可能通过社交网络产生的客户支持请求，并且可以使用 社交网络。 它管理和跟踪大量的客户互动，并提供监控与企业产品或服务相关的互联网社交网络帖子，以及实时捕获，监控，过滤，理解和响应的能力， 成千上万的社交互动。 它包括角色特定的用户界面和功能，以匹配客户服务环境，自动优先级排序和匹配以提高代理生产力，以及自动化企业工作流程，将社交媒体支持与现有业务流程相结合。
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公开(公告)号：US20130282594A1
公开(公告)日：2013-10-24
申请号：US13865429
申请日：2013-04-18
发明人： Dewey Gaedcke , Phu Nguyen , James David Evans , Morten Moeller
IPC分类号： G06Q30/00
CPC分类号： G06Q50/01 , G06Q30/01 , G06Q30/016 , G06Q30/0201 , G06Q30/0203 , G06Q30/0207 , G06Q30/0241
摘要： The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.
摘要翻译： 本发明涉及与社交媒体和社交网络相结合的社会客户服务和支持系统。 更具体地，本发明提供了一种社会客户关怀平台系统，以允许客户关怀功能，并且特别地允许客户服务代理人识别，优先排序，匹配和分类可能通过社交网络产生的客户支持请求，并且可以使用 社交网络。 它管理和跟踪大量的客户互动，并提供监控与企业产品或服务相关的互联网社交网络帖子，以及几乎实时捕获，监控，过滤，理解和响应的能力 成千上万的社交互动。 它包括针对社交客户服务和支持环境的角色特定用户界面和功能，自动优先级排序和匹配增加代理生产力，以及将社交媒体支持与现有业务流程对齐的自动化企业工作流程。
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