SYSTEMS AND METHODS FOR CUSTOMER RELATIONSHIP MANAGEMENT

1 . A method comprising:

accessing a social media message posted on a social media system;

classifying, using one or more processors, an agent listed in an agent directory as an expert of content referred to in the social media message, based on a keyword identified in the social media message; and

displaying an identifier of the agent in an expert finder list of a use interface.

2 . The method of claim 1 , further comprising:

associating the keyword identified in the social media message with a product classification keyword in a database; and

detecting a match between the product classification keyword and an expertise keyword associated with an agent profile of the agent, the expertise keyword indicating an expertise of the agent.

3 . The method of claim 2 , further comprising displaying the expertise keyword indicating the expertise of the agent in the expert finder list.

4 . The method of claim 2 , wherein the expertise keyword is associated with the agent profile of the agent after detecting the expertise keyword in a profile page associated with the agent, work history information associated with the agent, a resume associated with the agent, or a document associated with the agent.

5 . The method of claim 1 , further comprising:

receiving input of a search term in a search window displayed in the user interface; and

filtering the expert finder list, based on the search term.

6 . The method of claim 1 , further comprising:

receiving a user selection of a first expert displayed in the expert finder list; and

automatically generating a draft message addressed to the first expert in a message composition window of the user interface.

7 . The method of claim 1 , further comprising:

receiving user feedback corresponding to an expert displayed in the expert finder list, the user feedback corresponding to positive user feedback or negative user feedback; and

adjusting an ordering of the expert finder list, based on the user feedback.

8 . A system comprising:

a communication module configured to access a social media message posted on a social media system: and

an expert finder module implemented by one or more processors and configured to:

classify an agent listed in an agent directory as an expert of content referred to in the social media message, based on a keyword identified in the social media message; and

display an identifier of the agent in an expert finder list of a user interface.

9 . The system of claim 8 , wherein the expert finder module is further configured to:

associate the keyword identified in the social media message with a product classification keyword in a database; and

detect a match between the product classification keyword and an expertise keyword associated with an agent profile of the agent, the expertise keyword indicating an expertise of the agent.

10 . 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;

classifying, using one or more processors, an agent listed in an agent directory as an expert of content referred to in the social media message, based on a keyword identified in the social media message; and

displaying an identifier of the agent in an expert finder list of a user interface,

11 . A method comprising:

displaying an interaction history window in a customer service user interface, the interaction history window being configured to display a social media message posted by a social media user on a social media system and a chronological history of communications associated with the social media message;

displaying, using one or more processors, a message composition window in the customer service user interface, the message composition window being configured to receive input of a response message:

transmitting the response message as at least one of a new internal communication addressed to a company agent and a new external communication addressed to the social media user; and

inserting at least one of the new internal communication and the new external communication into the chronological history displayed in the interaction history window.

12 . The method of claim 11 , wherein the chronological history displayed in the interaction history window includes previous internal communications between one or more company agents and previous external communications between the one or more company agents and the social media user.

13 . The method of claim 11 , further comprising:

receiving a reply message replying to at least one of the new internal communication and the new external communication; and

inserting the reply message into the chronological history displayed in the interaction history window.

14 . The method of claim 11 , further comprising:

receiving a selection of a social media user interface element displayed in the message composition window; and

transmitting the inputted response message to at least one of a private social media message account associated with the social media user and a social media page of the social media system.

15 . The method of claim 11 , further comprising:

receiving a selection of an internal feed user interface element displayed in the message composition window; and

transmitting the inputted response message to at least one of an internal company private message address associated with the company agent and an internal company profile page associated with the company agent.

16 . The method of claim 15 , further comprising:

detecting a keyword in the social media message associated with a product classification;

determining a company agent associated with the product classification; and

automatically addressing the inputted response message to the determined company agent.

17 . The method of claim 15 , further comprising:

detecting an input in an address field of the message composition window;

detecting a match between the input and one or more company agents listed in an internal company directory; and

automatically displaying the matched company agents as selectable addresses in the message composition window.

18 . The method of claim 11 , further comprising:

receiving a user selection of a filter user interface element displayed in the interaction history window; and

filtering the chronological history displayed in the interaction history window, the filtered chronological history including any one of previous internal communications between one or more company agents and previous external communications between the one or more company agents and the social media user.

19 . A system comprising:

an interaction history module configured to display an interaction history window, in a customer service user interface, the interaction history window being configured to display a social media message posted by a social media user on a social media system and a chronological history of communications associated with the social media message; and

a collaboration module implemented by one or more processors and configured to:

display a message composition window in the customer service user interface, the message composition window being configured to receive input of a response message;

transmit the response message as a new internal communication addressed to a company agent: and

insert the new internal communication into the chronological history displayed in the interaction history window.

20 . A non-transitory machine-readable storage medium having embodied thereon instructions executable by one or more machines to perform operations comprising;

displaying an interaction history window in a customer service user interface, the interaction history window being configured to display a social media message posted by a social media user on a social media system and a chronological history of communications associated with the social media message;

displaying a message composition window in the customer service user interface, the message composition window being configured to receive input of a response message;

transmitting the response message as at least one of a new internal communication addressed to a company agent and a new external communication addressed to the social media user; and

inserting at least one of the new internal communication and the new external communication into the chronological history displayed in the interaction history window.