Patent ID: 8943145
Filing Date: 2015-01-27
Classification: G06Q

Abstract:
1. A method to provide customer support, comprising: searching, by a processor of a customer support computer system, a social network server of a social network for a pre-determined customer support keyword in a plurality of social network messages, wherein the pre-determined customer support keyword is found while the plurality of social network messages are exchanged among customers via social network accounts maintained on the social network server for the customers, wherein the customer support computer system is separate from the social network server; obtaining information of a sender of a social network message of the plurality of the social network messages when the pre-determined customer support keyword is detected in the social network message, wherein the pre-determined customer support keyword identifies a need of the sender of the social network message for customer support; sending, using the processor automatically without human intervention, a first surrogate social network message from a surrogate social network account to the sender of the social network message, wherein the surrogate social network account is registered on the social network server to represent the customer support computer system as a user of the social network, wherein the first surrogate social network message comprises an offer to the sender of the social network message to obtain customer support via a customer support link embedded in the first surrogate social network message; and responsive to the sender of the social network message activating the customer support link upon receiving the first surrogate social network message and accepting the offer, presenting customer support information to the sender of the social network message.