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The social media software business is a confusing mess. Companies don't know what each software package can do, and the messaging is almost universally vague (see my Messaging Quiz as evidence).

So, I created the 5 Categories of Social Media Software segmentation to help you sort out what you need - by use case.

http://www.convinceandconvert.com/social-media-software/clearing-clouds-of-confusion-the-5-categories-of-social-media-software/
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In the area of “I need to efficiently respond to questions posed to our company in social media, and find real-time opportunities to provide assistance. Ideally, I could assign conversation opportunities to various people in the company.” you also find special social support/help desk tools like http://www.desk.com and http://www.freshdesk.com.
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