Jarratt Isted

Bolstering Self-Serve Support at Scale with HelpDocs

Jarratt Isted on

Drift is building a new way for businesses to buy from businesses. Through the power of intelligent bots and playbooks, over 50,000 businesses are able to direct visitors to book meetings or take other actions when they land on their site. From its headquarters in Boston, the company is rapidly expanding its team and recently opened a new office in San Francisco. The team have also announced their second HYPERGROWTH in both Boston and San Francisco—a conference for the Drift community to talk and listen all things sales and marketing. With all of that expansion, customer support usually...

Jarratt Isted

Making Walkthrough Videos for Help Documentation

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Leads and customers land on your knowledge base to find answers. They actively want to become successful with your product. And the reason you write them at all is to guide them to get there, right? My top tip when starting with a knowledge base is to write everything down. A customer has a generic problem? Write down the solution. A lead needs some extra info? Write that down too. Fast forward a few months and you’ve got a good set of docs people can refer to. No more repeating yourself. But it seems writing down is only half...

Jake Peters

Our New & Improved Slack Integration: Make Your Knowledge Base a Team Sport

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Let’s face it, being in charge of your company’s knowledge base can often feel like a lonely job. While getting help documentation up to scratch is essential, it’s not always given much thought despite it being the first line of help for confused customers or lurking leads. It’s an after thought for teams, but we think there’s a reason for that. You see, most docs are built in silo. You have to log in, write your docs, and make the effort to keep your team updated about what’s going on. It requires a lot...

Jarratt Isted

New Year, New HelpDocs: January Product Updates

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Last year we released a multitude of updates, from our lightening-fast instant search to smart 404 pages to assist lost customers and guide them in the right direction. This year, we're committed to shipping even more to give you the tools to help your customers and team succeed. This month I'm proud to say we've already managed to release three major improvements to the platform. Here's what's new and improved. A new app built from scratch Organizing, writing, and setting up your knowledge base needs to be a fluid experience for you and your team. We felt like our old...