HelpDocs Bookmarked

Bookmarked explores the art & craft of knowledge bases and customer support while delving into the lives of the people behind them.

Hear about the companies using HelpDocs to change the world. From medical software to educational robots—they all have a story to tell.

We delve into the world of knowledge bases and customer support to try to figure out how to create a better support experience for our customers.

Personal stories, remote work, and a lot of emoji. We open up about what we’re doing and how we’re feeling so you get to know us a little better.

Read about the latest updates to the HelpDocs platform right here. From features to fixes and everything in between, we'll give you a roundup.

Support Smarter

The AI Teammate Revolution: What P&G's Groundbreaking Study Means for Documentation Teams

Worried about AI taking your job? Discover how new research shows AI is a 'cybernetic teammate' for knowledge base teams, boosting performance, sharing expertise, and making work more fun.

Knowledge Bases

Getting Generic Drafts? Here’s How to Write AI Prompts for Knowledge Base Articles

Learn AI prompt engineering for documentation that actually works! Get copy-paste templates to create better help article drafts faster.

Knowledge Bases

AI Knowledge Base: Your Complete Guide to Smarter Support in 2025

Learn how an AI knowledge base can revolutionize your customer support. This guide covers benefits, implementation steps, top tools, and best practices for 2025.

Support Smarter

How to Create a SaaS Knowledge Base: The 2025 Guide

Complete guide to creating SaaS knowledge bases in 2025. Includes ROI calculator, feature audit worksheet, and examples. Reduce support tickets by 30-50%.

Knowledge Bases

Catching Rays & Crushing Queries: Your Knowledge Base's Summer Playbook

Soaking up the sun this summer? ☀️ Your tech users are too, and their search habits are shifting! Discover how to leverage your knowledge base for seasonal support and prepare for autumn releases with insights from our latest report.

Knowledge Bases

The Case for Calmer Queues: How Ticket Deflection Elevates Customer Experience

Ticket deflection isn't a dirty word! Learn how smart self-service & AI support empower customers for better, faster service. It's a win-win!

Knowledge Bases

Documentation as a Product: Treating Help Content Like a Core Feature

Transform your help documentation from an afterthought to a product feature. Learn design, metrics & strategy for documentation that wows users and cuts support tickets.

Knowledge Bases

How RAG is Changing Knowledge Base Search

Discover how RAG technology transforms knowledge base search from "here are some articles" to "here's your exact answer." Learn why this AI approach creates better self-service experiences without rebuilding your content.

Knowledge Bases

Behind the Feature: Designing Ask AI

Peek 'Behind the Feature'! HelpDocs Co-Founder, River, shares the design journey, key decisions, and challenges that brought our smarter Ask AI for knowledge bases to life.

Support Smarter

Predictive Support: How AI Will Transform Customer Help in the Next Decade

What if support found you before the problem? Dive into predictive customer support, AI's role, and how a great knowledge base makes the future of service anticipatory.

Knowledge Bases

How AI Can Kickstart Your Help Articles

Stuck staring at a blank page? Learn how AI can kickstart your help article first drafts, saving time while keeping you in control.

Announcements

Spring 2025 Product Updates: AI Enhancements, Article Import, and More

Connect your AI tools to a source page, import single articles into HelpDocs, control cloud provider access and more!

Support Smarter

Why Do Customers Prefer Finding Answers Independently?

Unlock the psychology behind customer self-service preferences. Explore user autonomy, cognitive load, AI's evolving role, and how knowledge bases empower independent problem-solving.

Knowledge Bases

The Trust Protocol: Building User Confidence Through Transparent Documentation

Transparent documentation not only shares the strengths of your product or service but also the realistic limitations, ensuring you're gaining customer trust.

Knowledge Bases

Standalone vs. Bundled Knowledge Base Platforms: Which Is Right for You?

Struggling to choose between a standalone knowledge base like HelpDocs or a bundled solution? We break down the pros and cons of each approach.

Knowledge Bases

How to Connect Your Knowledge Base and Internal Wiki: A Simple Guide for SaaS Teams

Learn how to connect your SaaS knowledge base and internal wiki to eliminate information silos, reduce support workload, and create a seamless experience for both customers and team members.

Knowledge Bases

Spring Cleaning: The Ultimate Guide to Running a Knowledge Base Audit

Getting your Knowledge Base sparkling can be a lot of work, especially without direction. This guide will help you implement a robust auditing system.

Support Smarter

Why We Took Our Time Introducing AI Into HelpDocs

AI is everywhere, but not all AI is helpful. Here’s why we took a measured approach before adding AI into HelpDocs.

Knowledge Bases

The Seasonal Shifts in Knowledge Base Traffic

Knowledge base traffic isn’t constant—it follows seasonal trends. Learn how and why engagement fluctuates throughout the year, and discover strategies to optimize self-service content based on these insights.

Support Smarter

Helping Users Succeed: My Journey to Creating a Quick Start Guide

Struggling with user activation? I finally created a Quick Start help article, and it transformed our onboarding! Learn how I built it, what I included, and how you can create one to help your users succeed faster.

Knowledge Bases

AI Knowledge Bases Explained: What They Are & Which One is Right for You

AI-powered Knowledge Bases are revolutionizing customer support and documentation. Learn how AI is transforming Knowledge Bases, explore top tools, and find the perfect solution for your business.

Knowledge Bases

How to Make Your Knowledge Base AI-Optimized

Using an AI-powered customer support tool that isn't suggesting the right articles? Learn how to optimize your Knowledge Base for both AI and customers.

Announcements

Autumn 2024 Product Updates: HelpDocs AI, Audit Enhancements, and More

We're thrilled to introduce HelpDocs AI to speed up your workflow, audit enhancements that let you filter even more, and other exciting updates.

Support Smarter

Breaking the Script: Why Customer Support Needs to Ditch Insincere Language

How often do you hear the phrase "we apologize" before getting fed up? Empathy is vital in customer service. Let's improve our support and be more genuine when replying.

Knowledge Bases

Enhancing Connections Between Your Support Tickets and Knowledge Base

Aviation is built on connections—and your support tickets should be too. Loop in your task management and Knowledge Base software to create a truly connect support experience.