Abstract: A social customer care platform system is disclosed. The system is integrated with social media and social networks. The system allows 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. High volume customer interactions are managed and tracked and Internet social network posts relevant to a business's products or services are monitored along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions. The system includes role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

Abstract: Social customer service and support systems integrated with social media and social networks are disclosed. A social customer care platform allows 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 near real-time, tens of thousands of social interactions. It includes role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

Abstract: A method is disclosed of providing a providing a content discovery platform for optimizing social network engagements. The method is implemented in one or more servers programmed to execute the method. The method comprising retrieving social media data from registered users on one or more social networks, wherein the social media data includes one or more URLs associated with one or more articles, respectively, computing a social importance score for each URL of the one or more URLs, and ranking the one or more URLs by social importance score.