Patent ID: 8924487
Filing Date: 2014-12-30
Classification: G06Q

Abstract:
1. A method comprising: searching, by a social media management subsystem associated with an organization, a social media outlet, with which the organization has a social media account, for a social media communication provided by a user of the social media outlet and representing a support issue associated with the organization, the social media outlet being provided by an entity other than the organization; receiving, by the social media management subsystem and in response to the searching of the social media outlet, data representative of the support issue associated with the organization; establishing, by the social media management subsystem in response to receiving the data representative of the support issue associated with the organization by way of the social media outlet, a support case based on the support issue; generating and displaying, by the social media management subsystem, a portal associated with the organization and configured to facilitate management of a plurality of support cases associated with the organization and including the support case; receiving, by the social media management subsystem by way of the portal, a request to assign the support case to one or more backend support subsystems associated with the organization; transmitting, by the social media management subsystem in response to the request, data representative of the support case to the one or more backend support subsystems; and receiving, by the social media management subsystem and from the one or more backend support systems, data representative of a promotional offer associated with the support issue; and transmitting, by the social media management subsystem, the data representative of the promotional offer to the user by way of the social media outlet.