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Customer Support Lead
Quick Start for Customer Support Leads
Estimated time: 20 min
1
Audit your most common tickets
Pull the last 3 months of support tickets. Group them by topic. These clusters are your knowledge base structure.
2
List unanswered searches
Check your help center analytics for searches with no results. Each is a missing article.
3
Start with FAQ articles
Write direct answers to your top 20 most common questions. These will drive the most ticket deflection and are also the best AI chatbot training content.
4
Plan your help center structure
Standard customer help center sections: Getting Started, Account Setup, Product Features, Billing, Troubleshooting, Policies, Contact Support.
5
Assess AI chatbot readiness
Run the AI chatbot readiness checklist to see if your content is ready to power an AI support layer.