ChatGPT · Nina Volkov
Fix missing answers in help docs
Searches show where people get stuck, but those questions are not yet connected to a help page we can improve.
What should improve
A list of missing answers that helps the team write better help pages and connect each answer to the right product area.
What people told us
21
customer comments
How sure we are
Medium
based on attached feedback
Next step
Prepare update
before we tell customers
What success looks like
Help people find a clear answer before they need to ask the team.
For: Customers learning how to use the product
Choices
What we are choosing between
Write the missing help pages
Current choiceTurn common unanswered searches into short, linked answers.
Trade-off: The team needs to check that the answer matches the product.
Send people to the team
Let people ask for help when search does not find an answer.
Trade-off: The team answers the same question more than once.
Steps so far
From feedback to change
Feedback received
Original customer message
Problem described
Need made clear
Choosing
Options are being compared
Tell people
Preview before we publish