Methods and Systems for Managing Support Cases Based on Support Issues Received by way of Social Media Outlets

A method comprising:

• receiving, by a social media management subsystem by way of one or more social media outlets, data representative of a plurality of support issues provided by users of the one or more social media outlets, the plurality of support issues comprising a first support issue and a second support issue;
• establishing, by the social media management subsystem, a plurality of support cases based on the plurality of support issues, the plurality of support cases comprising a first support case based on the first support issue and a second support case based on the second support issue;
• displaying, by the social media management subsystem, a portal configured to facilitate management of the plurality of support cases;
• receiving, by the social media management subsystem by way of the portal, a first request to assign the first support case to a first backend support subsystem and a second request to assign the second support case to a second backend support subsystem;
• transmitting, by the social media management subsystem in response to the first request and the second request, data representative of the first support case to the first backend support subsystem and data representative of the second support case to the second backend support subsystem;
• and
• monitoring, by the social media management subsystem, one or more actions performed by the first backend support subsystem to address the first support issue and one or more actions performed by the second backend support subsystem to address the second support issue.

A system comprising:

• a communication facility configured to receive, by way of a social media outlet, data representative of a support issue provided by a user of the social media outlet;
• and
• a social media management facility selectively and communicatively coupled to the communication facility and configured to
• establish a support case based on the support issue,
• display a portal to facilitate management of a plurality of support cases including the support case,
• receive, by way of the portal, a request to assign the support case to one or more backend support subsystems,
• transmit, in response to the request, data representative of the support case to the one or more backend support subsystems, and
• monitor one or more actions performed by the one or more backend support subsystems to address the support issue.