(2012-11-30) 37signals Using Twitter For Support

Thirty7 Signals has been encouraging users to use Twitter for support questions: Many of the questions coming in via Twitter are simple ones asking if Basecamp can do this or that. But lots of tweets mentioning them do not need response. So they built an internal dashboard to manage/filter the flow. (Strange how this seems isolated from non-Twitter support workflow.)

They experimented with a Bayesian model to improve their ability to focus on tweets requiring response.

But concluded that the original simpler filtering system (with essentially no false positives), combined with their dashboard, was better than having to go back and look for false positives.