Portal Content Refresh Cycle (Retention)

Portal Content Refresh Cycle (Retention)

1. 01

   Audit portal analytics for content gaps and search failures

   Pull the last 30 days of search queries with zero results and the top 10 articles by views. Flag any query that appears more than five times without a match as a candidate for a new article or an update to an existing one.

2. 02

   Interview two support agents per client about recurring ticket themes

   Ask each agent to name the three questions they answer most often that are not covered in the portal. Cross-reference their answers with the analytics data to prioritize content that will actually reduce ticket volume.

3. 03

   Draft updates for the top five underperforming articles

   Rewrite each article to directly answer the question in the first sentence, add a concrete example, and include a screenshot or short video if the topic is procedural. Keep the tone consistent with the client's brand voice.

4. 04

   Publish changes in a staging environment for client review

   Use the portal's preview mode to share a link with the client contact. Give them 48 hours to comment, then incorporate feedback before pushing live.

5. 05

   Deploy the updated articles and log the changes in the client's shared tracker

   Update the tracker with the date, article titles, and a one-line summary of what changed. This creates a clear audit trail for the monthly retainer report.

6. 06

   Monitor ticket deflection for two weeks after the update

   Compare the number of support tickets related to the updated topics against the two weeks before the update. If deflection does not improve by at least 10%, schedule a follow-up review to refine the content further.