the present invention relates to social customer service and support systems integrated with social media and social networks . more particularly , the invention provides a social customer care platform system to allow customer care functions , and in particular to allow 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 &# 39 ; 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 comprises 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 .