📘 7. How to Identify Content Gaps Using Data
Chat trends, search logs, case reasons, agent conversations
Data reveals what users really need.
1. Use Search Logs
Identify:
- Zero-result searches
- High-search, low-click terms
- Searches that lead to cases
2. Analyze Support Channels
Look for:
- Repeated questions
- Confusing behaviors
- Missing information
3. Identify “Tribal Knowledge”
If agents rely on memory or Slack threads, content is missing.
4. Build a Content Gap Report
Include:
- Missing articles
- Outdated content
- Conflicting info
- Priority suggestions