Self-Service Content Audit (QA)

Self-Service Content Audit (QA)

1. 01

   Inventory every published article and help topic in the portal

   Export the full content list from the platform, including drafts and archived items, so nothing is missed during the audit.

2. 02

   Tag each piece with its primary user intent and last-updated date

   Categorize content as troubleshooting, account management, or product education, and note the last review date to prioritize stale items.

3. 03

   Compare portal answers against the top 20 support tickets from the last quarter

   Pull ticket themes from the client's helpdesk and check whether the portal already addresses each one; flag gaps where customers still need agent contact.

4. 04

   Test the AI search or widget with five real customer questions

   Use phrasing that mirrors actual ticket language, not internal jargon, and record whether the correct article surfaces within the first three results.

5. 05

   Verify that analytics track self-service resolution and article deflection rates

   Confirm the portal logs searches, article views, and 'was this helpful' feedback so the client can measure whether the portal actually reduces tickets.

6. 06

   Identify articles with high views but low satisfaction scores

   Prioritize rewrites for content that gets traffic yet fails to resolve the user's issue, since those pages are the biggest drain on CSAT.

7. 07

   Document findings in a shared audit report with clear action owners

   List each gap, the recommended fix, and who is responsible, so the client and agency agree on the next content sprint.