Even with all the resources in the world, companies like Google, Apple, and Facebook can’t meet the cost of user support alone. Instead, they rely on public support forums. Poorly implemented support forums can feel like ghost towns, where users shout questions into the void in hopes that someone is paying attention. But when enough people ask and answer questions, users are often in a better position to help one another than an official support team is. In open source, maintainers frequently push user support questions onto forums like Stack Overflow or group chats like Discord or Slack,
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