Remote work How Service Saved our House Buying Dream Somewhere between sizing up kitchen worktops and the slow queue for mid-shop IKEA meatballs, it dawned on me: We’re buying a house. Wait, let me correct that. We’ve bought a house.
Remote work Is AI ruining the customer experience? I’ve been seething for days. It’s made writing this post incredibly difficult as I’ve had to sift through the countless curse words to settle on the most accurate to convey my current state of mind.
Announcements March 2019 Product Updates It's been a big month for us at HelpDocs. We've started hiring again and already expanded the team (hey team! 👋). We've also shipped tons, as usual. And I hope you love it all as much as I do 🦄✨
Starting Up Communicating through Emoji If I’ve learned one thing during the 8 months I’ve spent following HelpDocs, it’s that this company is truly unique. The people here are even more so. If I was
Starting Up Emerging From our Hiring Failures Last time we tried to hire was a 💩show. So when Jake told me we were hiring again, I had two contradictory and gut-wrenching reactions: Excited relief, and overwhelming fear.
Remote Insights Managing the Imposter Within When you try to do everything, you risk achieving nothing. That's what I've learned from decades of struggling with imposter syndrome.
Remote Insights HelpDocs Has Ruined Marketing for Me, and Here's Why I'm Grateful! “If you ever need a marketing gig in the future you’re pretty fucked”, Jake remarked during a completely off-topic bout of lighthearted banter about work ethics. We often joke about things like
Remote Insights My Struggles with Time Management, Education and Support It takes 23 minutes to recover from an interruption. As I struggled with a sidestep into education, this stat proved to be way more true than I ever thought possible!
Announcements February 2019 Product Updates We're two months into the year already, and we're kicking off in style with some fantastic new updates to your HelpDocs knowledge base. Markdown Blocks We've been asked about writing Markdown in HelpDocs
Remote Insights When Customer Happiness is Never a Priority, Does it Ever Become One? For a while, I’ve been trying to reconcile the idea that many huge companies purposefully avoid placing any effort on their customer service. And worse still, that we, as consumers, kind of let them. We fail to hold them accountable or really call them out on it.
Product Insights The Truth is Comparisons are Awful Comparisons should be great for customers to find the right fit, but the truth is they don't work. Let me tell you why...
Product Insights Why we Avoid Discounts and Deals January is an inexplicably long month. 🕰 Perhaps it’s a kind of repercussion from taking a longer break over the “holiday period”, coupled with the long nights and cold, overcast days. Or maybe
Announcements Introducing the New and Improved HelpDocs Chrome Extension Decisions to overhaul any part of HelpDocs are never made lightly. They usually involve lots of discussions back and forth in Slack before we even attempt to introduce them to the roadmap. We
Product Insights Late 2018 Product Updates Between gigantic moderate portions of turkey, pints small glasses of bourbon, and sleeping until noon other festive frivolities, we've been working occasionally tirelessly over the winter break to bring you some much-updated updates
SaaS Insights The Importance of Cultural Alignment with Vendors Searching for new software can really suck. I’m not just talking about the comparison conundrum. Weighing up features while wading through the treacle-like sales copy that plagues so many products, to find
Remote Insights A Rose by any Other Name A few weeks ago, I got the opportunity to chat with our customers and friends at Referral Rock, about all things referral marketing, customer success, and putting people first. It was enlightening, and
Customer Stories Referrals, Culture, and Putting People First: In Conversation with Referral Rock The idea of word-of-mouth marketing is nothing new. It's at work everywhere, but you don't always notice it. It might include hitting up your tech buddy to get advice on the best new
Support Smarter What Can Go Wrong Doesn’t Always Go Wrong The journey back from the HelpDocs retreat in Panama was always going to be long. In fact, despite being around 4 hours shorter, it felt infinitely longer than the outgoing journey—a result
Support Smarter My Ever Changing Expectations of Service Levels It’s 30 celsius outside. In fact, it might be more but I’m too comfortable working from the air-conned executive lounge to step out into the bustling boulevard of Panama City and
Support Smarter The Truth Is You Might Not Need a Knowledge Base Over the past few weeks, I’d been preparing myself for my first ever webinar, in partnership with our friends at Gorgias. Sid from Gorgias came up with the idea of a webinar
Announcements Autumn 2018 Product Update The crisp Autumn air is definitely setting in now. Heading to the gym in the early morning, I’ve already had to crack out the de-icer to defrost the windscreen, so that can
Support Smarter Filtering my Negativity as a Crappy Customer It turns out, I’m a crappy customer. Not to open with a blog post cliché, but honestly, this really is a tough one to admit. 'Cause nobody wants to accept they are,
Starting Up Customer-Centric Service isn't a Growth Hack It was a rainy Sunday. My wife and I had spent the morning lazing in bed reading as the rain bucketed down outside. After a few hours of pleading puppy dog eyes, we
Announcements Introducing PDF Downloads A few months ago a customer asked us whether we had a solution for offline documentation. We didn’t. To be honest, it wasn’t something we’d thought much about before. Internally,
Starting Up Size isn’t Always Indicative of Size We had a short debrief on Slack before Jake and Jarratt disappeared into the night, retreating back to their much-earned glasses of wine. I, on the other hand, got thinking about how the
