1) According to the text, how do customers usually find answers in the automated web help? a) Agents guide them step by step. b) Customers search the database and help themselves. c) The moderator solves all their problems. d) They wait for a phone call from support. 2) What is one benefit of KevaTel’s automated online support? a) It allows customers to solve common questions by themselves. b) It requires agents to respond to every message. c) It only works when moderators are online. d) It replaces live chat completely. 3) Why are customer forums useful according to the text? a) Users can share posts and help each other. b) Agents answer every single post. c) Customers must register themselves for every question. d) It’s a space only moderators can use. 4) What can the automated system do without human support? a) Update itself after software changes. b) Send customers to live chat. c) Ask moderators for help. d) Contact users directly. 5) What does the text suggest about modern customer support? a) Customers depend completely on agents. b) Customers can solve many problems themselves using online tools. c) Customers never learn how to fix issues. d) Agents do everything.

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