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In the sentence “Video has become one of the most...
Instruction: answer questions 13 to 19 based on the following text. The highlights throughout the text are cited in the questions
Creating Knowledge Base Videos
- As customers have greater access to decent broadband internet speeds, video becomes a
- more practical, appealing, and expected option to get support. Research says that 69% __
- customers prefer video over text when learning about a product or service. Social media, mobile
- phones, chat tools, email, and CRM tools are increasingly focused __ making video easily
- embeddable and viewable on their platforms. Using video in your knowledge base can supplement
- written answers __ engaging, visual mini-demonstrations that increase accessibility __ all skill
- levels and across language barriers. Customer experience leader Shep Hyken says: "Video has
- become one of the most cost-effective ways to promote, train, and support customers... it can
- both save you money and make you money”.
- However, creating video content is more time-consuming than publishing a text article —
- and it can be harder to maintain — so picking the right places to use video is important. Video is
- best used when:
- ∙ The content is easier to show than to describe. Video can explain steps more naturally and
- fluidly than text or screenshots can. Lengthy lists of steps or a complex task can be
- cumbersome for the customer to follow along with. __ example is describing how to tie __
- bowtie; __ manual motions are much easier to show than to describe.
- ∙ The content is frequently visited. Invest video production time into answering common
- questions where the effort will pay off many times over, and create space for your team to
- focus on the more challenging, less-common issues.
- ∙ You want to create an emotional reaction to your content. Conveying emotion is easier through
- video, and creating a positive emotional reaction to your business helps build customer loyalty
- and trust.
- ∙ The content changes infrequently. For cases where a part of your product doesn't change often,
- a video can provide significant benefit to your users by being referenced and reused regularly.
- ∙ You’re documenting frequent changes. Not all video content needs to be highly produced and
- long-term. Small, easily-replaced, or updated videos can be a powerful tool for illustrating
- product changes, particularly if you don’t need to update a voiceover at the same time.
(Available at: https://www.helpscout.com/blog/video-knowledge-base/ – text especially adapted for this test).
In the sentence “Video has become one of the most cost-effective ways to promote (…)”, the underline structure is in the present perfect tense. This means the action:
A
Was completed in a definite past.
B
Will happen in the future.
C
Will be completed soon.
D
Started at some point in the past and is still in progress.
E
Was completed in an indefinite past.