System and method for categorization of social media conversation for response management

摘要

A computer implemented method for customer response management the method comprising the step of collecting information from social networking sites wherein the information is at least a post or comment for at least a brand or product; identifying customer among pluralities of authors of the information on the social networking sites; categorizing the information into at least a complaint, lead, service request, information request or feedback; analyzing the categorized information; prioritizing the analyzed information; and routing the prioritized information to at least a concerned personnel or a work flow of the Customer Relationship Management (CRM) system for response. The method further comprising identifying the influence of the customer wherein the influence is at least a global influence or local influence. The identification of customer is done by fetching information from at least the Customer Relationship Management (CRM) system or social profile aggregator service.