Help center search gap finder: which articles to write from failed searches
Failed searches are questions you have not answered. Paste them in and see which articles would cover the most customers first.
- Write an article on reset password65 (63%)
- Write an article on cancel subscription18 (17%)
- Write an article on refund12 (12%)
- Write an article on invoice copy9 (9%)
Phrases with the same words in a different order are counted together. Start with the top three: each article answers a question customers already asked.
Questions
What is a search gap?
A search customers ran in your help center that found nothing. Each one is a question you have no article for.
Where do I find zero-result searches?
Most help center tools can export search terms with a count. Use the ones that returned no results.
Why group phrases with the same words?
Customers phrase the same question in different ways, such as reset password and password reset. Grouping shows the real demand.
How many articles should I write first?
The top three to five. A few well-written articles usually cover a large share of failed searches.
What if a search has results but customers still write in?
That points to a weak article. Rewrite it with the words customers use, and check that the title matches what they type.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/help-center-search-gap-finder">Help center search gap finder</a>Guides that go with this tool
- How to write a help center article that stops repeat ticketsHow to turn a repeat question into a help center article that customers find, finish and act on, so the ticket never gets written.
- Keep your help center current: a monthly maintenance routineA simple monthly routine for finding stale help center articles, fixing the ones customers actually read, and retiring the rest before they cause tickets.
- Support for a developer tool or open source productHow to support developers: separate bugs from usage questions, link to docs, involve the community and answer with working code and clear next steps.
- Prepare your help center for AI answersHow to get a help center ready for AI support: fix outdated articles, write one answer per page, cover gaps and test what the AI says before launch.
Running support on a small team?
Flatdesk is $49 per agent per month, with 100 AI resolutions per agent included. Try it free for 14 days, no card.
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