System and Method for Complaint Submission and Management

• US 20120130918A1
• Filed: 11/17/2011
• Published: 05/24/2012
• Est. Priority Date: 11/18/2010
• Status: Abandoned Application

• Current Assignee: Gordon, Noam
• Original Assignee: Gordon, Noam
• Inventors: Gordon, Noam
• Application Number:
  US13/299,257
• Publication Number:
  US 20120130918A1
• Time in Patent Office: Days
• US Class Current: 705/347
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

The disclosure is a system and method for filing complaints to a service provider, using a smartphone or similar connected wireless mobile device to create a specifically formatted record and post it publically on at least one of several social network sites such as Twitter or Facebook, using the site'"'"'s API. The system may also make a follow up or other escalation of the complaint or send additional messages via non-public methods such as to a service provider CRM system as a way of managing and bringing about a resolution of the complaint.

Claims

1. A method for filing complaints to a service provider, wherein an application is launched on a Smartphone or similar connected wireless mobile device, and wherein the application assists the user in creating a record formatted in a specific way according to a template, and said complaint is filed by posting it on at least one of several social network sites.

2. As in claim 1, wherein it is posted publicly

3. As in claim 1 or 2, wherein at least one of the services is Twitter

4. As in claim 1 or 2, wherein at least one of the services is Facebook

5. As in claim 1, 2, 3 or 4, wherein a follow up is made to check whether a reply was received

6. As in claim 5, wherein an escalation is made, when no satisfactory response is received by a pre-defined deadline

7. As in claims 1-6, wherein additional, non-public messages are sent in parallel containing private user data.

8. As in claims 1-7, wherein such messages will be sent to a CRM system

9. As claims 1-8, a system for implementing said methods, wherein a SmartPhone device communicates with a server to obtain certain information, and then posts that in combination with user information to at least one social networking site, using that site'"'"'s API