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 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, at an interface of the CRM system, the data from the first customer post; creating, via a parser of the CRM system, a first case based on the data from the first customer post; 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.