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.

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

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.

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.

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.

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.

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.

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.

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

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.

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

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

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

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.

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