Jake Peters

Infinite, Instant & Brand New: October Product Updates

Jake Peters on

This past few months we've been working on some super exciting new HelpDocs features. We're keeping some of them under wraps for now, but I have a few awesome developments to share with you today. 🎉 Subcategory support Yep, we've added support for categories inside other categories. This is our most common feature request by a really large margin. You asked, we listened. Like everything we do at HelpDocs, we've taken our time to launch and done it right. Most knowledge bases support some kinda subcategory, but usually it's a single level. We support infinite nesting. ∞ Why's this so useful? I'm...

Jarratt Isted

How Being Rejected By Multiple Startup Accelerators Actually Helped Us

Jarratt Isted on

If you're anything like we are as startup founders, you'll have considered joining an accelerator program. At least once. I mean, it seems like a great deal, right? You get some money, some mentorship, and the chance to pitch a group of investors looking for the next big thing™️. And you only have to give up a sliver of equity in return. First, though, you have to battle through the application process. Fill in some forms, record some videos (unprofessionally), do a couple interviews, maybe hop on a flight. Then you get accepted. Or not. We've been rejected at various...

Jarratt Isted

Live Chat & Bots: Where Do They Fit In When Interacting With Customers?

Jarratt Isted on

Customer support has always been a bit of a necessary evil for companies. Nobody wants to spend money on support, but without support would you have any customers? I doubt it. With the rise of live chat, it's even harder for support reps to deliver good responses, in good time. With email it's acceptable to reply within a day or so. With live chat, that's not ok. You'll need to reply within the hour to impress. With the rising interest in machine learning and artificial intelligence, live chat software companies are asking—how can we use this tech to drop...

Jake Peters

Why We’re Rejecting Freemium and Building a Sustainable Business Instead

Jake Peters on

Startup pricing’s a touchy subject. Nobody’s quite sure how to do it best. And at the end of the day it’s very dependent on your exact situation. But the general consensus is to just double your prices. Marc Andreessen answered questions from Atlas startups: https://t.co/K4PbNSo9vv My favorite bit of advice was regarding SaaS pricing. pic.twitter.com/Ae6e4GCYH7— Patrick McKenzie (@patio11) July 13, 2017 Recently we did (almost) just that, and released a couple new plans with slightly different features, and a little higher pricing. Our metrics all improved: higher ARPU, less support/...