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For companies that choose to use Overheard, the service will scour the public Twitter stream using Summize to find when that company’s name is mentioned. These tweets (Twitter messages) will then be piped into the Get Satisfaction support network. Here they can be used just as if the question were asked or the comment made on the site itself. Others can respond to these messages, and Overheard will alert the user on Twitter that their question is being answered on Get Satisfaction.
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