CUSTOMER-ORIENTED CUSTOMER RELATIONSHIP MANAGEMENT PROCESS AND SYSTEM

摘要

A method and system for customer service and support integrated with social networks includes an Internet available server application where consumers and providers can create their profiles, integrate their profiles with existing social network profiles, and collaborate with each other on resolving consumer issues using a workflow engine supported with a rule engine. Consumers may be organized into consumer groups and into federations of consumer groups. Consumer issues may be voted on thereby raising the significance of an issue and/or building a provider's reputation based in part on resolved issues, issue votes, and by reviews and comments. Consumers manage their profiles. Provider profiles are predominately affected by resolved/unresolved issues or positive/negative reviews. Notifications are handled automatically based on configured workflow and rule engine and utilize internal messaging system, emails, SMS and other available social network services (e.g. Facebook, Twitter, etc.).