What this measures

A page that exists is not the same as an answer customers can use.

This check covers the habits behind reliable answers: ownership, coverage, structure, freshness, findability, sources, what happens when there is no answer, handoff to a person, feedback, and help inside your product.

0 of 10 answered

01 · Where answers liveWhere do your support answers live today?

Across inboxes, chats, and people’s headsIn docs, but nobody clearly owns themIn one place, with an owner

02 · Common questionsHow closely do your help pages match what customers actually ask?

We write what seems usefulWe use some tickets and search termsWe regularly turn support questions into articles

03 · Clear pagesDoes each help page answer one question without needing extra context?

Most pages are long or cover mixed topicsSome pages are focused and easy to scanPages give direct answers, steps, and clear headings

04 · Keeping currentHow do you keep answers up to date when the product changes?

We update after customers complainSomeone reviews important pages now and thenPages have owners, review dates, and a trigger for updates

05 · Findable by searchCan Google and AI tools find and read your help pages?

Content is hidden, split up, or needs JavaScript to appearPages can be crawled but are not well linked togetherPages are crawlable, linked, indexed, and easy for tools to read

06 · SourcesCan a customer see where an answer came from?

Sources are not trackedLinks exist, but they are inconsistentEach answer points to a specific article

07 · When there is no answerWhat happens when your content does not cover the question?

The AI answers anywayCustomers get a generic replyIt says it does not know and points to the next step

08 · Reaching a personCan an unanswered question reach a person with the details attached?

Customers start again in another channelA contact route existsThe conversation and customer details go with it

09 · Learning from questionsDo you know which questions go unanswered or get unhelpful answers?

We do not measure thisWe read conversations by handWe track gaps, outcomes, and the fixes we make

10 · Help inside your productCan customers get answers where they get stuck?

They must leave the product or open a ticketWe link to a separate help centreSearch or an assistant is available inside the product

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Can your customers find answers without emailing you?

A page that exists is not the same as an answer customers can use.

Found gaps? Start with a help centre built from your own content.