System and method for providing a social customer care system

Abstract

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.

1 . A computer system comprising:
 a processor;   a memory coupled to the processor;   a display device;   a communications network coupled to the processor;   wherein the memory stores a program, that provides a social community management system for customer care for social media posts arising on an online social community, when executed by the processor causes the processor to:
 through the communications network, input into memory the social media post from a first user arising on the online social community; 
 identify the social media post from the first user that is a customer care request post that requires a response; 
 utilize an enterprise workflow function that controls and coordinates the actions of social community management system, wherein the enterprise workflow:
 controls input to and output from external systems and data stores; 
 assigns the customer care request post to a customer support agent; 
 allows the customer support agent to research the customer care request post; 
 makes available to the customer support agent a knowledge base of information related to the customer care request post; 
 provides additional information related to the customer care request post to the customer care agent based on contents of a customer relationship management system; and 
 integrates the customer care request post with a social community by sending a response to the customer care request post through the communication network to the online social community where the social media post arose; 
 
   utilize a function that captures survey answers from at least two sources;
 i) at least one first answer that includes at least one hashtag from at least one social media interaction, and 
 ii) at least one second answer form follow-up social network responses as determined by utilizing a language clustering pattern function to infer language detected within a follow-up answer that falls within a satisfaction range found in the at least one first answer that include the at least one hashtag to compensate for the at least one second answer being unassociated with either the hashtag or the uniform resource locator; 
   aggregate the captured survey answers from multiple communication channels and normalizing the aggregated contents of the survey answers to determine a user's satisfaction rating to the customer care request resolution; and   score customer care agent performance based on the satisfaction rating.