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83. Private companies see three main benefits from engaging with and supporting online fora that discuss their products. First, such fora help consumers: web-based fora have become an excellent source for users of a service to provide useful tips, advice and support to other users. Second, such fora save companies money: users who find help online are less likely to call expensive phone lines. Third, fora improve innovation: online areas in which users can provide feedback, complain or identify problems allow companies to identify and fix problems in their products more quickly.

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