Question: In Chapter 5, we explore electronic service and we discuss five key tools employed by organizations in their adoption of web-based service. Please give one

In Chapter 5, we explore electronic service and we discuss five key tools employed by organizations in their adoption of web-based service.

Please give one advantage and one disadvantage for each of the following tools:

1) Self-serve common answers (FAQs)

2) Delayed answers (emails)

3) Live answers (live chat)

4) Blogs (online forums for discussion)

5) Self-serve personalized answers (automated prompts)

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