When an accountant contacts his software vendor with a support question, it usually isn't resolvable with a simple cut-and-paste response. So instead of relying on a service representative for help when he encounters out-of-the ordinary tax situations, Marshall Sacks contacts the people he knows can help him—other Lacerte users. Especially in the heart of tax season, he knows there will be a wait if he calls a toll-free number. But if he posts a message to his Lacerte Users Group, "day or night, someone will be watching, and I get an answer," says Sacks, a sole practitioner. "You get people who have dealt with the same thing you're going through."
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