There are many thousand applications for Twitter and in Social Media. Of the business applications that caught my eye Followbase is a good example of the type of business application that can be created to tap into Social Media.

The challenge for most organisations is that they will be talked about by prospects and customers in Social media. Some of that conversation might be about the company, in which case Social Media Monitoring can assist in listening and responding. 

But what happens when prospects and customers want to talk directly to a relevant person or department in the company, especially when the organisation in question is very large. 

 

Followbase has created a method of routing Tweets through to relevant 'desks' by use of # hashtags. If prospects and customers can be educated to use the @name and the applicable #hashtag for customer service, research, idea etc then the Followbase application routes them to the right right place for the right user to pick them up and respond.

Followbase put themselves across as a Customer Service of Customer Relationship Management (CRM) solution. This correctly positions them as a departmental application, rather than (just) a communications channel. 

For further information check out the Followbase site