Abstract: A computer server system provides an online community for customers of a business entity. A first level feedback module provides visual feedback to each user in a user interface for the online community, which quantifies each user's interaction with the community. A notification module sends an electronic message to a user when the user's interaction is below a predefined threshold rate. A second level feedback module calculates second level metrics that quantify other users' evaluations of postings to the online community by a first user. Visual feedback of the second level metrics is provided. A third level feedback module awards a designated achievement badge to users whose interaction metrics exceed predefined threshold values, and displays the achievement badge in the user interface. The system promotes a high level of user participation in the online community and thereby contributes to a low cost of technical support provided by the business entity.

Abstract: A disclosed method identifies a subject matter expert in an online community for a business entity. The method is performed at a server having one or more processors and memory. The method identifies a plurality of subject matter areas for postings on a website for an online community, and each posting is assigned to one or more of the subject matter areas. For a first subject matter area a set of users is identified, each of whom has authored a plurality of postings assigned to the first subject matter area. A first user of the set of users is identified as a subject matter expert for the first subject matter area based on a determination that the first user's postings assigned to the first subject matter area have consistently been highly relevant to the first subject matter area over a predefined period of time.

Abstract: A device with one or more processors and memory displays, in a data display panel, a first representation of data from a data set. The data is selected in accordance divisions in a first data-set dimension and divisions in a second data-set dimension, and is organized to emphasize the divisions in the first data-set dimension. The device receives an input corresponding to switching the dimension selector from a first state to a second state. In response to receiving the input, the device displays, in the data display panel, a second representation of a second subset of data from the data set, where the second subset of data is selected from the data set in accordance with the divisions in the first data-set dimension and the divisions in the second data-set dimension, and is organized to emphasize the divisions in the second data-set dimension.

Abstract: The present invention relates to customer relationship management systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality to match customer service environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

Abstract: The present invention relates to customer relationship management systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality to match customer service environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

Abstract: Aggregate scoring is used to help classify digital content such as content uploaded to multi-user websites (e.g., social networking websites). In one embodiment, specific categories are used that relate to a social implication of content. For example, text, images, audio or other data formats can provide communication perceived to fall into categories such as violent, abusive, rights management, pornographic or other types of communication. The categories are used to provide a raw score to items in various groupings of a site's content. Where items are related to other items such as by organizational, social, legal, data-driven, design methods, or by other principles or definitions, the related items' raw scores are aggregated to achieve a score for a particular grouping of items that reflects, at least in part, scores from two or more of the related items.