1. A method of responding, from a customer service portal of a Customer Relationship Management (CRM) system of an organization, to customer posts on a plurality of social media channels, the method comprising: retrieving, via a retrieval system based on one or more rules specified by a rules engine, data from a first customer post on a first social media channel, wherein the data is in the form of a Java script object notation (JSON) string comprising data fields, wherein the first customer post is identified by the retrieval system using one or more rules that finds customer posts that warrant a customer service response from the organization; receiving, the data from the first customer post by ingesting the JSON string via an application programming interface (API) of the CRM system; parsing, at a parser of the CRM system, the data fields of the JSON string into at least two objects comprising: a social post object that corresponds to a posted message of the first customer post and a social persona object that corresponds to an author of the first customer post; creating, via the CRM system, a first case based on the at least two objects; causing the first case to be displayed at the customer service portal; and automatically pre-populating, by the customer service portal, a first response to the first customer post in compliance with protocols associated with the first social media channel that allow the first response to be communicated via the first social media channel.