METHODS AND SYSTEMS FOR FACILITATING CUSTOMER SUPPORT USING A SOCIAL CHANNEL AWARE PUBLISHER IN A SOCIAL POST CASE FEED

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.

主权项

1. A method of responding, from a customer service management (CRM) portal, to a customer service inquiry received from an inbound social media channel, the method comprising:
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.