| # 📘 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| - Outdated content |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 |
