This template helps you identify content gaps in your self-service experience by analyzing common support questions. Upload transcripts or logs, and get a quote-backed list of content ideas your customers are already asking for.
Why self-service starts with listening
If your users keep asking the same questions, your help docs aren’t helping.
This template helps you build the articles, videos, and flows that deflect tickets and delight users.
Definition: Self-service content ideas are derived from high-frequency customer questions, blockers, or confusion points — extracted directly from your support conversations.
How does this template work?
Step 1: Upload Common Support Questions
Use chat logs, FAQs, tickets, or inbound support transcripts
Accepts text, audio, or video
Best with 10–15 days of volume across major channels
Step 2: Extract Themes — Content & Communications
AI clusters repetitive questions by topic
Tags urgency, frequency, and confusion levels
Highlights where current help content is missing or unclear
Step 3: Output — Self-Service Content Idea List
Quote-backed article/video topic suggestions
Grouped by product area, intent, and urgency
Downloadable for docs, marketing, or CX content teams
What benefits does this template provide?
Benefit
Description
Impact
Content Gap Discovery
Know what your docs don’t yet explain well
Reduce ticket volume
Scalable Enablement
Turn 1:1 answers into 1:many resources
Empower users proactively
Quote-Backed Ideas
Create help content based on real questions
Improve adoption and activation
Continuous Insight
Update your help center based on current support trends
Stay ahead of demand
How do different teams use this template?
CX Content Teams: Build what customers need, not what you think Support Ops: Reduce ticket volume with smarter deflection Product Teams: Use high-friction points to guide tooltips and UI copy Docs & Knowledge Base Owners: Prioritize FAQ updates with data
Frequently Asked Questions
Do I need to tag the content areas manually?
No — the AI groups common questions by product or experience topic for you.
Can I use this to improve chatbot responses?
Yes. Many teams feed the outputs directly into chatbot training sets.
How do I know which ideas to do first?
The output ranks topics by urgency, frequency, and customer friction — so you start with the biggest wins.
What Teams Are Saying
“Insight7 helps us turn tickets into proactive education. It showed us what our help docs were missing — and gave us the customer language to fix it.”
— Juliet Howe, Consultant
Ready to build a help center your customers actually use?