SYSTEMS AND METHODS FOR CUSTOMER RELATIONSHIP MANAGEMENT
According to various exemplary embodiments, a social media message posted by a user on a social media system is accessed, and a prioritization level is determined based on the social media message. The prioritization level may indicate a measurement of importance of the social media message. Further, the social media message may be inserted into a prioritized message queue, based on the determined prioritization level associated with the social media message.
1 . A method comprising:
accessing a social media message posted by a user on a social media system;
determining, a prioritization level based on the social media message, the prioritization level indicating a measurement of importance of the social media message; and
inserting the social media message into a prioritized message queue based on the determined prioritization level associated with the social media message.
2 . The method of claim 1 , wherein the prioritization level is determined based at least in part on a message source score indicating a particular location of the posting of the social media message on the social media system.
3 . The method of claim 2 , wherein the particular location is selected from a group of locations consisting of a user profile page associated with the user, a main profile page associated with an entity, a product-specific page associated with the entity, and a service-specific page associated with the entity.
4 . The method of claim 1 , wherein the prioritization level is determined based at least in part on a message sentiment score indicating a measurement of sentiment of the content of the social media message.
5 . The method of claim 1 , wherein the prioritization level is determined based at least in part on a message following score indicating at least one of a quantity of views, feedback indicators, reposts and follow-up messages posted by other users in response to the social media message.
6 . The method of claim 1 , wherein the prioritization level is determined based at least in part on a problem classification score indicating at least one of a particular problem described in the content of the social media message and issue described in the content of the social media message.
7 . The method of claim 1 , wherein the prioritization level is determined based at least in part on a product classification score indicating a measurement of a particular product described in the content of the social media message.
8 . The method of claim 1 , wherein the prioritization level is determined based at least in part on a customer level score indicating a measurement of an importance of the user.
9 . The method of claim 8 , wherein the customer level score is determined based on at least one of an internal customer record of the user managed by an entity and one or more publically-accessible webpages describing the user.
10 . The method of claim 1 , wherein the prioritization level is determined based at least in part on a customer influence score indicating a measurement of an influence of the user on the social networking system.
11 . The method of claim 10 , wherein the customer influence score is determined based on at least one of a number of user connections, a number of friends, and a number of followers of the user on the social networking system.
12 . The method of claim 1 , wherein the prioritization level is determined based at least in part on a customer service level agreement associated with the user and an entity.
13 . The method of claim 1 , wherein the prioritization level is determined based at least in part on at least one of a social amplification score indicating a number of similar social media messages posted by other users on the social networking system and the similar social media messages describing a product or problem corresponding to a product or problem described in the social media message.
14 . A system comprising:
a communication module configured to access a social media message posted by a user on a social media system; and
a queue prioritization module configured to:
determine a prioritization level based on the social media message, the prioritization level indicating a measurement of importance of the social media message; and
insert the social media message into a prioritized message queue based on the determined prioritization level associated with the social media message.
15 . A non-transitory machine-readable storage medium having embodied thereon instructions executable by one or more machines to perform operations comprising:
accessing a social media message posted by a user on a social media system;
determining a prioritization level based on the social media message, the prioritization level indicating a measurement of importance of the social media message; and
inserting the social media message into a prioritized message queue based on the determined prioritization level associated with the social media message.
16 . A method comprising;
accessing a social media message posted on a social media system;
obtaining social media identity information based on information included in the social media message, the social media identity information indicating an identity of a user that posted the social media message;
determining that the social media identity information matches a particular infernal customer record maintained by an entity; and inserting the social media identity information into the particular internal customer record maintained by the entity.
17 . The method of claim 16 , further comprising;
displaying a list identifying a plurality of candidate internal customer records determined to match the social media identity information and a corresponding plurality of match measurement indicators, each of the match measurement indicators indicating a match accuracy between the corresponding internal customer record and the social media identity information.
18 . The method of claim 16 , further comprising:
automatically associating a specific candidate internal customer record with the social media message, based on the match measurement indicator corresponding to the specific candidate internal customer record.
19 . A system comprising:
a communication module configured to access a social media message posted by a user on a social media system; and
a customer identification module configured to;
obtain social media identity information based on information included in the social media message, the social media identity information indicating an identity of a user that posted the social media message;
determine that the social media identity information matches a particular internal customer record maintained by an entity; and
insert the social media identity information into the particular internal customer record maintained by the entity.
20 . A non-transitory machine-readable storage medium having embodied thereon instructions executable by one or more machines to perform operations comprising:
accessing a social media message posted on a social media system;
obtaining social media identity information based on information included in the social media message, the social media identity information indicating an identity of a user that posted the social media message;
determining that the social media identity information matches a particular internal customer record maintained by an entity; and
inserting the social media identity information into the particular internal customer record maintained by the entity.