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With the advent of Web 2.0 technologies and social media, companies are actively looking for ways to know and understand what users think and say about their products and services. Indeed, it has become the practice that users go online using social media like Facebook to raise concerns, make comments, and share recommendations. All these actions can be tracked in real-time and then mined using advanced techniques like data analytics and sentiment analysis. This paper discusses such trackingdoi:10.2298/csis190822002k fatcat:2koelp7xgvgp5kq7fu236upmwm