We'll talk about how crowdsourcing helps the Yandex support team on social media.
Social media monitoring is no news: the first services that were catching online mentions appeared as much as a decade ago. But there is still a problem: how can we automate mention filtering to only read what's important and ignore whatever is irrelevant?
If a company is mentioned not that much, say, up to ten mentions a day, you can filter them yourself. This usually happens like this: you read a mention, analyze it, and make a decision.
If it's important, you show it to the Customer Care team, if not, you mark it as insignificant in the monitoring system. If there are several hundred mentions a day, you'll need a staff of assistants. But a company might be mentioned thousands of times a day, mostly in passing or to draw attention to a post.