Identifying and Resolving Customer Questions with Missing Information

Identifying and Resolving Customer Questions with Missing Information

Introduction

The Missing Information page is a powerful tool that highlights questions your Sales Assistant couldn't answer due to gaps in your website or knowledge base. By addressing these unanswered questions, you can improve your AI's accuracy, enhance customer satisfaction, and boost sales conversions. What is the Missing Information Page?

The Missing Information page collects real customer questions that your Sales Assistant couldn't answer because the necessary information wasn't available in your connected knowledge sources. These gaps represent valuable opportunities to enhance your content and improve the AI's ability to assist your customers.

How to Access the Missing Information Page

Log in to your Rep Console

1. Navigate to the Insights section in the left sidebar
2. Click on "Missing information"
3. Key Features:

Tab Navigation: Open (default): Displays all unanswered customer questions Resolved: Shows previously answered questions that now have solutions

Question List Information

Each entry in the Missing Information page includes

Question: The customer query or intent Comes From: The webpage or section where the question originated (e.g., product page, cart, collection page) Topic: The category of the question (e.g., Product-related, Shipping, Returns) Times Asked: How frequently this question appears Created At: When the question was first recorded

Answer: Button to provide a response for future similar queries

How to Resolve Missing Information

Adding Answers

Browse the list of open questions

1. Click the "Answer" button next to a question you want to address
2. In the dialog box that appears, provide a complete, helpful answer
3. (Optional) Associate the answer with specific product pages if relevant
4. (Optional) Choose post-answer actions like offering further assistance or recommending
5. products

Click "Publish" to save your answer

1. Understanding Question Groups:

Questions are automatically grouped by similar intent. When you expand a question, you'll see: Multiple variations of the same question The exact pages where customers asked these questions Topic categorization to help prioritize by subject area

Best Practices for Answering Questions

Be Comprehensive: Provide detailed answers that fully address the customer's query

1. Use Clear Language: Write in a simple, straightforward manner that all customers can
2. understand

Include Specifics: When applicable, include product details, measurements, materials, or

1. other relevant specifications

Keep it Current: Regularly review your Missing Information page to address new questions

1. Filtering and Searching:

Use the search bar and filters to quickly find specific question types or topics. This helps you: Focus on high-priority product areas Address questions about specific collections Tackle questions by category (shipping, product details, etc.)

Benefits of Using the Missing Information Page

Identify gaps in your website content Improve your Sales Assistant's ability to help customers Reduce customer frustration by addressing common questions Increase conversions by providing information customers need to make purchase decisions Save time by creating answers once that can be used repeatedly

Troubleshooting

If you don't see any questions in your Missing Information page, your Sales Assistant might already be answering most questions successfully If you see many similar questions, consider updating your website content to make this information more prominent Need More Help? Contact Rep AI support if you have questions about using the Missing Information feature or

need assistance with optimizing your responses.