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

Learning to Be Proactive When Appropriate in Customer Onboarding

Is immediate support a little over the top? I think so. In this post, I dive into how shops and SaaS companies might wanna tone down their proactive support and keep things a little more chill.

Support Smarter

How to Turn Your Knowledge Base Search Analytics into Action

We take a look at how you can turn a list of Knowledge Base search keywords into actionable insights to help improve your self serve help.

Stories

Learning to Live With Less Again: Part 2

What happens when you leave your apartment and a COVID spike happens whilst you're staying in hotels? Find out in the next part of the series.

Support Smarter

A Few Tips to Help Keep Your Knowledge Base Accurate

Feeling like your Knowledge Base is always outdated? Struggling to keep up with new products in your store or new features? Here's a few tips to keep your self-serve above water.

Stories

The Accidental Evolution of the HelpDocs Brand

HelpDocs is now 5 years old and while we've always had a bookmark it's certainly changed over the years. Here's a little insight into how the HelpDocs brand has evolved.

Stories

Should There Be a Blame Game?

After a rude awakening at 4 in the morning by a barking fire alarm it got me thinking—what's the purpose of blame and is it useful?

Announcements

April Product Updates 2021

Massive speed improvements for Knowledge Bases & Lighthouse, better team sharing options for Clips, and much more.

Support Smarter

Knowledge Base Article Health Check: What to Examine Before You Hit Publish

Ready to publish your article but not quite sure if it's 100%? Here are some tips to make your article shine before you hit publish.

Stories

Learning to Live With Less Again: Part 1

What happens when you're a digital nomad and a pandemic strikes? Mostly panic. Here's a story about learning to live with more stuff and hating it.

Remote Insights

Stumbling Through Producing Our On-Demand Demo Video

Videos tend to be beautifully polished but you never see what happens behind the scenes. See how I eventually made our on-demand demo video after some major procrastination.

Support Smarter

Both Sides of the Ticket: Learning to Alter My Support Tone During a Pandemic

The pandemic has shifted the way people feel & act. Customer support has changed for both the people behind and in front of the ticket.

Support Smarter

Why We Stopped Scheduling Product Demo Calls

Calls are exhausting and Zoom fatigue is taking over our lives. Here's how we decided to say no to individual product demos and found a better solution for us.

Support Smarter

How to Start Understanding Your Knowledge Base Analytics

Learn how to start reading analytics and go from understanding whether traffic is going up or down to answering real questions.

Announcements

January 2021 Product Updates

A totally redesigned dashboard, new stats experience, and better clips mean your HelpDocs subscription just got a neat upgrade.

Support Smarter

How We Updated 275 Knowledge Base Aricles in 3 Days

Learn how we updated hundreds of knowledge base articles by getting organized beforehand.

Support Smarter

What's the Difference Between a Wiki and a Knowledge Base?

The differences between Wikis and a Knowledge Base are like a frog and toad. They're both similar but have very contrasting differences.

Support Smarter

Things I Learned about Writing Knowledge Base Articles from Reading Board Game Manuals

Board games and customer support documentation have more in common that you’d think. Here’s how I write better docs inspired by board game guides.

Support Smarter

Starting a Career as a Technical Writer

Looking to learn about how to become a technical writer? Here's my first-hand experience going from beginner to full-time technical writer.

Support Smarter

How to Run Repeatable Projects by Using a Wiki and Knowledge Base Together

Wondering whether to go for a Wiki or knowledge base? We think you should choose both.

Support Smarter

How We Integrate Knowledge Base Articles into Support Tickets

Get the lowdown on how we tackle tickets and improve our knowledge base in the process.

Announcements

October Product Updates 2020

Smarter, easier, quicker. This month's upgrades mean you can create better articles faster.

Product Insights

The Magic Behind Our Knowledge Base GIFs

Come dive into my weird GIF making process where I show you how I create animated images for our knowledge base.

Stories

Building My Work Happy Place

After being inspired by a podcast I write about my journey of self discovery and how I found happiness building my own work happy place.

Announcements

August 2020 Product Updates

Powerful new workflow tools mean better articles faster with help.new and the recent articles sidebar. Plus smart new components make your articles more readable.

Support Smarter

Saying No to Custom Code: Our Journey Creating Support Scope

Working on custom code was a rabbit hole we shouldn't have fallen into. Here's how we found light at the end of the tunnel by managing expectations.