Method and system for implementing a collaborative customer service model

摘要

A method for processing customer service query requested by a customer is provided. The customer service query relates to at least one of one or more products and services. The method enables receiving the customer service query. The customer service query is received through an Integrated Voice Response system. The method further enables directing the customer to access a web-based software platform for submitting the query to at least one of an electronic knowledge repository and a social networking software platform. Furthermore, the method enables providing query response to the customer via at least one of the electronic knowledge repository and the social networking platform. The method further enables automatically routing the query to one or more contact center agents and providing query response via a contact center agent, if the query remains unaddressed via the electronic knowledge repository and the social networking software platform.