Content Cues are a list of suggested topics designed to improve your help center content, primarily by identifying gaps and areas needing enhancement based on customer interactions.
Understanding Content Cues
Based on the provided information, Content Cues offers a valuable insight into what customers are actually asking about. It functions by analyzing data from customer support interactions, specifically looking at commonly-used keywords and phrases in tickets submitted by your customers. This analysis reveals the topics that customers are frequently raising, but might not be finding answers to easily in your existing self-service resources.
Think of Content Cues as a feedback mechanism directly from your customers, translated into actionable suggestions for your help center.
What Content Cues Suggests
The primary output of Content Cues is a list of suggested topics. According to the reference, this list helps you understand:
- Topics that might be missing from your help center: If customers are repeatedly asking about something that isn't covered at all, it's a clear content gap.
- Topics that need more articles: Perhaps a topic is covered, but not in enough depth or from multiple angles to address the variety of customer questions.
- Articles that are more easily discoverable: Sometimes the content exists, but customers can't find it when searching or browsing the help center. Content Cues can highlight these areas.
By focusing on these suggestions, you can proactively create or refine content that directly addresses common customer issues before they even submit a support ticket.
How Content Cues Improve Self-Service
Utilizing Content Cues allows organizations to:
- Reduce support volume: By providing answers to common questions in the help center, customers can self-serve, decreasing the number of incoming tickets.
- Improve customer satisfaction: Customers find answers faster and with less effort.
- Enhance help center effectiveness: The content becomes more relevant and useful based on actual user needs.
- Identify emerging issues: Frequently used keywords can sometimes signal new problems or popular topics that need documentation.
In essence, Content Cues bridge the gap between customer inquiries and your available self-service content, making your support resources more aligned with user needs.
