Forums are internet message boards, where authenticated members can discuss a topic by posting messages and responses in a common thread typically moderated by professional moderators. In business, forums are typically used in customer service applications allowing customers to search for solutions to problems or bugs, or request answers.

Key Findings:

  • Large Companies with forums for the public, customers, or employees have 31% higher customer satisfaction than those who don’t
  • 2x more large companies have a forum for customers and/or partners than others
  • 38% of large companies reported having forums already in place for employees, compared to 15% of others

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