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 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.

Knowledge Bases

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?

Knowledge Bases

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.

Support Smarter

Keeping Calm with Customer Support on the Road

Baggage drop-off. Patting down. Running to the train. Travel is so stressful it's tough to keep on top of the ticket queue. Here are some tips from a seasoned traveler on how to travel and stop tickets from piling up.

Announcements

June 2022 Product Updates

We've introduced a bunch of highly requested features this month. A new writer role, two-factor authentication, local backups, and more.

Support Smarter

How to Strive for a More Accessible Knowledge Base

Knowledge Bases are jam-packed full of useful information—but can everyone digest it? Dive into how and why to make your Knowledge Base a more accessible destination for customers.

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.

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.

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?

Announcements

December 2021 Product Updates

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

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.

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.

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.

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 2021 Product Updates

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.