Community driven prioritization of customer issues
First Claim
Patent Images
1. A method comprising:
- forming a user interface configured to expose a community forum to a plurality of clients such that the clients interact with postings in the community forum via a network;
providing in the user interface a selectable portion associated with at least one user posting that is selectable by a user to;
express agreement with the user posting; and
associate with the user posting, andwherein selection of the portion causes updating of a counter configured to track a number of users associated with a posting and are used to determine which user posting is most important;
responsive to a selection by the user of the selectable portion, storing data associating the user with the corresponding user posting on the community forum, such that the association describes a relationship between the user and the corresponding user forum; and
determining the priority for generating a response to one or more user postings based upon one or more corresponding user associations, wherein the response is generated by an owner of the community forum, wherein the owner of the community forum automatically generates and sends a notification of the response to one or more users based on the determined priority.
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Accused Products
Abstract
Community driven prioritization of customer issues is described. In an implementation, a selectable portion of a user interface providing interaction with a community forum is selectable by a user to indicate agreement and associate with a posting in the community forum. The user may then automatically be provided results generated in response to the posting. In another implementation, associations matching a plurality of users and postings are utilized to assign priority to the postings and to prioritize responses to the postings.
26 Citations
15 Claims
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1. A method comprising:
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forming a user interface configured to expose a community forum to a plurality of clients such that the clients interact with postings in the community forum via a network; providing in the user interface a selectable portion associated with at least one user posting that is selectable by a user to; express agreement with the user posting; and associate with the user posting, and wherein selection of the portion causes updating of a counter configured to track a number of users associated with a posting and are used to determine which user posting is most important; responsive to a selection by the user of the selectable portion, storing data associating the user with the corresponding user posting on the community forum, such that the association describes a relationship between the user and the corresponding user forum; and determining the priority for generating a response to one or more user postings based upon one or more corresponding user associations, wherein the response is generated by an owner of the community forum, wherein the owner of the community forum automatically generates and sends a notification of the response to one or more users based on the determined priority. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method comprising:
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providing one or more selectable portions of a user interface configured for interaction of a plurality of clients with a community forum, wherein each selectable portion corresponds to a user posting in the community forum and is selectable by another user to; express agreement with the user posting; and associate with the user posting; storing a plurality of associations of users with the user posting in the community forum in response to user selections of the one or more selectable portions via the plurality of clients; determining the priority of one or more user postings based upon corresponding associations; and based upon the determined priority, forming an alert for communication to one or more recipients enlisted by a manager of the community forum to generate responses to the one or more user postings; and wherein selection of a portion causes updating of a counter configured to track a number of users associated with a corresponding posting, and the priority of the posting is determined based at least in part upon the counter. - View Dependent Claims (9, 10, 11, 12)
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13. A method comprising:
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outputting on a client a user interface configured for interaction of a user with a community forum directed to technical support of one or more products and services; displaying via the user interface at least one posting describing a technical problem with a product and a portion corresponding to the posting selectable to associate the user of the user interface with the posting; and in response to user selection of the portion, form a message for communication to a service via a network having data sufficient to; express that the user experiences the technical problem; and associate the user with the posting; determining a priority for generating an answer to the posting based on the data, such that when the determined priority escalates to reach a threshold level, a support staff receives an alert; generating the answer corresponding to the posting by support staff enlisted to provide answers to technical problems with the products and services raised in the community forum responsive to receiving the alert; and the user receiving notification from the service when the answer to the technical problem is generated; and wherein the service, in response to the communicated data, stores an association of the user to the posting and updates a counter configured to track a number of users associated with the posting. - View Dependent Claims (14, 15)
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Specification