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HelpDocs Bookmarked

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

Customer stories collection logo

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

Support Smarter collection logo

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.

Backpage collection logo

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.

Product Updates collection logo

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.

Why Better Sleep Hygiene Can Level Up Your Customer Support
Support Smarter

Why Better Sleep Hygiene Can Level Up Your Customer Support

We all know sleep is important and all—but why? In this post, I dive into why sleep is crucial not just for general health but specifically for people who work in customer support.

Being More Inclusive In Customer Support Replies
Support Smarter

Being More Inclusive In Customer Support Replies

We often don't think enough about the way to refer to people in customer support. This can have negative effects on customers without realizing it. Here are some simple tips on how to change this.

Learning to Shorten My Support Ticket Responses
Support Smarter

Learning to Shorten My Support Ticket Responses

Do longer replies mean better customer satisfaction? After reading my co-founder's support ticket replies I wondered—should I shorten time too?

December 2021 Product Updates
Announcements

December 2021 Product Updates

To round off 2021 we've shipped big improvements to translation features and better tools for power users.

The Psychology Behind Writing a Readable Knowledge Base Article
Support Smarter

The Psychology Behind Writing a Readable Knowledge Base Article

We delve behind the scenes and in our brains to see how we interpret words and turn them into something we read. We then take a look to see how we can create more readable Knowledge Base articles using this information.

How to Integrate Your Knowledge Base and eCommerce Storefront
Support Smarter

How to Integrate Your Knowledge Base and eCommerce Storefront

eCommerce is tough and the support can be overwhelming. Carry on being consumer-centric without having to sacrifice your support team by better integrating your Knowledge Base.

Do Not Disturb: The No-Call Manifesto
Support Smarter

Do Not Disturb: The No-Call Manifesto

Are non-stop calls helping anyone? We're all burnt out from the pandemic and sitting in Zoom calls back-to-back is making us miserable. We think there's a better way.

Learning to Be Proactive When Appropriate in Customer Onboarding
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.

How to Turn Your Knowledge Base Search Analytics into Action
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.

Learning to Live With Less Again: Part 2
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.

A Few Tips to Help Keep Your Knowledge Base Accurate
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.

The Accidental Evolution of the HelpDocs Brand
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.

Should There Be a Blame Game?
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?

April 2021 Product Updates
Announcements

April 2021 Product Updates

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

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

Learning to Live With Less Again: Part 1
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.

Stumbling Through Producing Our On-Demand Demo Video
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.

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

Why We Stopped Scheduling Product Demo Calls
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.

How to Start Understanding Your Knowledge Base Analytics
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.

January 2021 Product Updates
Announcements

January 2021 Product Updates

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

How We Updated 275 Knowledge Base Aricles in 3 Days
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How We Updated 275 Knowledge Base Aricles in 3 Days

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

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

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

Starting a Career as a Technical Writer
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.

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