Questão de Língua Inglesa

Execução: Fundatec 706_BASE_NS_DM 7/3/202315:53:14 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 01 As customers have greater access to decent broadband internet speeds, video becomes a 02 more practical, appealing, and expected option to get support. Research says that 69% __ 03 customers prefer video over text when learning about a product or service. Social media, mobile 04 phones, chat tools, email, and CRM tools are increasingly focused __ making video easily 05 embeddable and viewable on their platforms. Using video in your knowledge base can supplement 06 written answers __ engaging, visual mini-demonstrations that increase accessibility __ all skill 07 levels and across language barriers. Customer experience leader Shep Hyken says: "Video has 08 become one of the most cost-effective ways to promote, train, and support customers... it can 09 both save you money and make you money”. 10 However, creating video content is more time-consuming than publishing a text article — 11 and it can be harder to maintain — so picking the right places to use video is important. Video is 12 best used when: 13 • The content is easier to show than to describe. Video can explain steps more naturally and 14 fluidly than text or screenshots can. Lengthy lists of steps or a complex task can be 15 cumbersome for the customer to follow along with. __ example is describing how to tie __ 16 bowtie; __ manual motions are much easier to show than to describe. 17 • The content is frequently visited. Invest video production time into answering common 18 questions where the effort will pay off many times over, and create space for your team to 19 focus on the more challenging, less-common issues. 20 • You want to create an emotional reaction to your content. Conveying emotion is easier through 21 video, and creating a positive emotional reaction to your business helps build customer loyalty 22 and trust. 23 • The content changes infrequently. For cases where a part of your product doesn't change often, 24 a video can provide significant benefit to your users by being referenced and reused regularly. 25 • You’re documenting frequent changes. Not all video content needs to be highly produced and 26 long-term. Small, easily-replaced, or updated videos can be a powerful tool for illustrating 27 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).