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.

Knowledge Bases

How User Research Can Influence Your Help Documentation

Learn how user research can transform your Knowledge Base. Discover the perks, methods, and how to use insights to improve your documentation.

Support Smarter

How to Successfully Onboard Technical Writers for Your Knowledge Base

The road to successfully onboarding a technical writer can be challenging—especially if you're not one yourself. Here are some tips on why and how to make it happen.

Announcements

November 2023 Product Updates

We released a new Leaderboard feature this month, added more customization options, and provided greater export control.

Support Smarter

The Surprising Upsides of a Customer Support Spam Incident

HelpDocs' support email account was eerily quiet for a whole week. Until I found out that our customers' emails had been in the spam folder. Here's the lessons I learned.

Knowledge Bases

Choosing the Right Approach: Embedding, Linking, or Widgetizing Your Knowledge Base Content within Your App

You've created your Knowledge Base but the uptake is lagging behind. Find out three different ways to boost adoption and create help everyone uses.

Support Smarter

Why We're Switching from GIFs to Video Inside Our Knowledge Base Articles

You might notice a few more videos if you've looked at our Knowledge Base recently. Here's why we're switching from GIFs to video and the process involved.

Knowledge Bases

Going With the Flow: Leveraging Documentation to Speed Up Customer Support Ticket Replies

Discover how to reduce customer ticket reply time by leveraging your company Knowledge Base. Learn best practices for faster issue resolution times.

Knowledge Bases

The Ultimate Guide to Creating Your First Knowledge Base Article

Creating your first Knowledge Base article can feel like a giant hurdle. Have no fear—we're here to help you get started. Read on to learn how to go from zero to KB hero.

Knowledge Bases

Optimizing Your Knowledge Base Search

Discover tips for optimizing Knowledge Base searches. Learn how categorizing a Knowledge Base makes search easier and avoid common issues with proper optimization.

Knowledge Bases

Providing Concise & Impactful Answers Using Knowledge Base Best Practices

To create a successful Knowledge Base, it's important to have clear organization, accurate information, and team involvement. A search function and training for effective documentation can also help. This resource can benefit both employees and customers.

Knowledge Bases

The Art of Managing Freelance Technical Writers for Your Knowledge Base

Hiring in-house technical writers can be tough, so why not support freelancers? Here's how to loop in experts to ensure your Knowledge Base shines.

Knowledge Bases

Creating Calm & Consistency With a Knowledge Base Style Guide

Learn why carving out time to create a style guide for your Knowledge Base can help you maintain a consistent, on-brand, helpful set of guides for your users.

Announcements

June 2023 Product Updates

Text editor improvements and a new billing portal are just some improvements this June. Read the full post to see all the updates.

Backpage

A Few Life Lessons Mario Kart Items Taught Me

There's something relaxing about taking half an hour to sit down and play a bit of Mario Kart. It occurred to me that the items in the game have some hidden meanings.

Support Smarter

How to Create a Seamless External and Internal Knowledge Base Experience

Creating a great documentation experience for your customers and team is tricky. Here's our insight into how to make it as simple as possible.

Backpage

The Curious Case of CSS Selectors and Our Knowledge Base

One of our Knowledge Base articles suddenly surged near the top of a highly sought-after keyword. I wondered—was this a bad thing?

Backpage

Finding and Forcing My Passion For Interior Design: Part 1

When we turned up to our villa in the Portuguese countryside I realised I had some work to do—especially in the interior.

Announcements

April 2023 Product Updates

This April we've pushed a bunch of updates to HelpDocs including vast Machine Translation improvements, a new Heap integration, Google Analytics 4 support, and much more!

Support Smarter

How To Build & Launch Your First Multilingual Knowledge Base

Launching a Multilingual Knowledge Base can be daunting. In this guide, you'll find strategies to ensure customers around the world can help themselves.

Backpage

How the Flu Made Me Give Up On My Nomadic Lifestyle

Travel had been a major part of my life for years. After a horrible episode of flu, I realised what was important while I recovered.

Support Smarter

How to Condense Lots of Information in Your Knowledge Base Articles

Are your Knowledge Base articles giving a little too much? Condense them down with these top tips so your readers can digest them properly.

Support Smarter

GPT-3 for Technical Writers—Friend or Foe?

GPT-3 is a tool that's creating a lot of buzz. How can it be used for technical writers and is it a threat we should be worried about?

Support Smarter

A Guide to Creating Your First SaaS Knowledge Base

Creating your first Knowledge Base for your SaaS company? It can be tricky, but with these tips & tricks you'll be well on your way to creating stellar self-serve support.

Announcements

December 2022 Product Updates

Puns are in force this holiday season as we wrap up 2022 with our latest product updates. Cheers to that!

Support Smarter

Terrible Hospitality Habits to Ignore For Your Customer Support

Dirty glasses, missed housekeeping, and hospitality sentences are too common in hotels. Here's what you can avoid in your own customer support to keep customers happy.