Content Gaps

Content Gaps shows the topics your users ask about that your content doesn’t answer well, and lets you fix them right away with an instant answer or a link to an existing answer.

What is a content gap?

When a user searches and our model finds little similarity between the query and the results, it indicates a content gap: a gap in the knowledge your widget can draw on. The search may be too broad or outside your scope, or there may be no relevant content for it.

Our model suggests content gaps, but you decide whether they are real gaps that need to be solved.

It can take a few weeks after going live before content gaps appear, because the model needs enough user data to find patterns. It takes at least 25 questions over time to generate content gap clusters.

Find content gaps

The Content Gaps card on the Insights dashboard shows the top five gaps for the selected period. Click View all to open the full list.

Content gaps are grouped into topics (“clusters”). Each row shows the topic, how many times questions in it were asked, and the widget the questions were asked in. The more unsure the model is that the results match the users’ questions, the higher the topic is in the list.

Click a topic to see the questions users asked. Click a question to see the search results users got for it on the right.

By default, the list only shows questions asked at least 5 times. To change this, click Filters, enter a Min. question count and click Apply. Reset Filters goes back to 5.

Resolve a content gap

You can resolve a content gap by adding content to your website or another source the widget uses. If that takes too long, resolve it in Raffle right away:

• Create an instant answer with the lightning button.
• Link the questions to an existing answer with the chain button.

Adding several questions to an answer, including different phrasings, reduces the risk of similar content gaps appearing.

Create an instant answer

1. Open the Content Gaps list and click the lightning button (Create instant answer) on the content gap.

2. Choose the instant answer source the answer will be saved in. A source that isn’t linked to the widget is marked in red. Click Create new source to create a new one.

   

3. The users’ questions are already added on the General tab. Add more under Add a question, or click the pencil or trash icon to edit or remove one.

4. Enter a Title and write the answer on the right.

5. Enter a Fallback URL, for example your customer support page. It is required because an instant answer has no page of its own, and chat answers always show where their information comes from.

   

6. Optionally, on the Links tab:

   • Add a button that links to another page: enter the Button text and Button link, choose whether it opens in the Same Tab or a New Tab, and click Add button. You can add several buttons.
   • Turn on Support Button to show a button to your support channels on this answer, for questions that are better handled by your support team.

   

7. Click Create.

Link to an existing answer

Sometimes the answer already exists, for example on a scraped page, in a PDF or in another instant answer. Then link the content gap’s questions to it.

1. Open the Content Gaps list and click the chain button (Link to existing answer) on the content gap.
2. On the left, review the questions. Add more under Add a question, or click the pencil or trash icon to edit or remove one.
3. On the right, search your knowledge base by title, part of a title or URL.
4. Click an answer to select it, and click it again to deselect it. You can select several. Click the document icon to view an answer’s content.
5. Click Show all selections to check the answers you selected.
6. Click I’m done.

You can also add questions to an existing instant answer from Sources: open the instant answer source and edit the answer.

Delete an instant answer

If you’ve since added content to your website that replaces an instant answer, you can delete the instant answer. Go to Sources, open the instant answer source, click Edit next to the answer and click Delete. See Instant Answers.

Export content gaps

1. On the Insights dashboard, set the date range you want to export.
2. Click Export on the Content Gaps card.
3. Choose the Fields to include: ID, Widget ID, Widget Name, Cluster ID, Title and Count.
4. Click Export to download a CSV file.

If the file doesn’t open correctly in Microsoft Excel, use Excel’s import function instead of opening the file directly.