Content Gaps
Our Content Gaps feature not only helps you identify these opportunities but also makes it simple to address them by allowing you to resolve and create new relevant content that meets the needs of your audience.
What is a content gap?
A content gap is created when a user makes a search on your site, and our model finds that there is a low content similarity between the search and the provided results. This could be because the search is too broad, or because there simply isn’t any relevant content available related to the search.
Inside your insights dashboard, you’ll find a list of potential content gaps. While our model suggests these gaps, you ultimately decide whether they represent a real gap in your content that needs to be solved.
It may take up to a few weeks for content gaps to appear, once you go live. That’s because our model needs time to gather enough user data to identify patterns and create clusters.
Content Gaps List
Gap Clusters
Content gaps are grouped together in clusters of the same topics, determined according to model sureness. This means that the more unsure the model is about whether the results match a user’s query, the higher a cluster is placed on the list. It takes at least 200 questions over time to generate knowledge gap clusters.
Resolve with Instant Answer
Create an Instant Answer to resolve a gap with no available information on the platform.
Steps
- Click the expand icon to expand the list
- Click the lighting bolt icon at the opposite end of the selected content gap
- Select an existing Instant Answer or create a new one
- REQUIRED: add an answer to the right side of the panel
- OPTIONAL: add more questions to the left side of the panel
- Add as many search words or phrases as possible, relevant to the scraped content
- Add the title of the article as a question, for further boosting
- OPTIONAL: click BUTTON LINK to redirect users to a related article, either within or outside of the host website
- OPTIONAL: Toggle Support Channel Button to display the support button
- Click SAVE
Manage existing Instant Answers in Indexes > Instant Answer
Resolve Gaps with Instant Answers
Resolve with Existing Answer
Link a gap to existing answers from scraped pages, instant answers, etc.
Steps
- Click the expand icon to expand the list
- Click the chain icon at the opposite end of the selected content gap
- Verify the listed questions and add or delete as necessary (deleted Content Gaps are removed from the list unless it has been searched for again)
- REQUIRED: On the right panel, search for an existing answer within the linked indexes
- Search for an answer using the whole or part of a title or URL
- REQUIRED: Click to select an answer, select as many as necessary
- A checkmark appears at the bottom right corner of a selected answer
- Click the answer again to remove selection
- OPTIONAL: Click the eye icon to view the contents of an answer
- OPTIONAL: Click SHOW ALL SELECTION to only display selected answers
- Click SAVE
Resolve Gaps with Existing Answers