The script itself didn’t follow our typical structure. Instead of contrasting a problem and solution at the beginning of the video, we used a chapter structure based on FAQs. This allowed the video to act as a reference for product FAQs going forward, which made sense from the perspective of training content.
Here’s an example:
“Okay, what are Term Deposits? And how can they help my customer?
NAB Term Deposits are a fixed interest, fixed term product.
They’re a simple way for your customer to lock away their money for a time that suits them, with the security of a guaranteed rate of return. There are no fees, and customers can invest anything from $5000 upwards; at terms from 30 days to 5 years.”
“But what if a customer needs to access their money early?
Well, things come up in life, and that’s ok. Your customer might need to access some or all of their Term Deposit before maturity.
They will need to give us 31 days’ notice, before the funds can be accessed early.
Even with this notice, they’ll also be required to pay a prepayment cost. This cost will be a reduction in the total amount of interest that we finally pay to the customer.”
The entire video uses the above structure. We learned that if you have text to seperate each chapter, the flow and continuity can start and re-start without any loss in engagement.