Abstract: A customer service system and method are provided to enable different parties or organizations to communicate or share customer service information with one another. Different parties may be enrolled as members of a customer service network, and representatives from those parties can communicate with one another and share information knowledge. In particular, parties can forward or assign customer inquires to other parties (both in and out of the network) who may be more capable or competent to respond to a customer query. Parties in the network may also subscribe to customer service information published by other parties in the network.

Abstract: A computerized document management system for managing a document acted upon by at least one participant in creating, evaluating or revising the document is provided. The system includes a segmenter which divides the document into a plurality of segments based on the content of the document. The system also includes a comment receiver which receives comments from at least one participant, at least a portion of the comments pertaining to at least one of the plurality of segments of the document. The system further includes a comment associator which associates each comment of the portion of comments to the segment to which the each comment pertains.