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
Starting Up Taking Responsibility for Other's Faults Yesterday, I experienced my first moment of pure dread since joining the HelpDocs team. The stupid thing is, in hindsight, it wasn’t even that big a deal. It was 4:02pm—I
SaaS Insights Why ROI Isn’t Ingrained in Our DNA Over the past few weeks, I’ve been struggling with measuring the ROI of my work. And it wasn’t until I brought it up with the rest of the team I realised
Starting Up Hustling Hard for Happiness 49% of all working days lost in 2016-2017 were due to work-related stress, depression or anxiety. Let’s take a moment to think about that for a second. Work is the single biggest
Remote Insights Living Life as a Remote Worker's Better Half! As the wife of a HelpDocs remote worker, I've read many blog posts that talk about what it’s like to work remotely. A quick Google search returns pages and pages of listicles
Starting Up What I Learned from Failing at Co-working A couple of years ago, I took my first stab at co-working. I was a freelancer at the time, exploring new ways to build out a small network of contacts. Taking the advice
Starting Up Don't Preach to Teach If You Intend to Sell I was reading a blog post earlier from a moderately well known social media company. The post, whilst framed as educational, was almost entirely dedicated to pedaling their wares and establishing the founder
Customer Stories Star Wars Robots and Educating the Future Innovators—In Discussion with Sphero's Sara Sampson Like most nerdy movie buffs and tech lovers, I’m a big fan of Sphero, the masterminds behind that BB-8 Star Wars robot. They are—in my humble and totally unqualified opinion—one
Starting Up Hiring for Culture Fit and Hurting Hearts 💔 Who knew hiring as a small, bootstrapped team was so tough. A few months ago, we began our search for a Customer Success Manager. It was an entry-level position. The short version is
Starting Up The Crappy Art of Rejecting Writers Rejection is my biggest weakness. Whether it’s me saying no, or me on the receiving end, I’m just not good at it, at all. I can take criticism. I'm a pro
Starting Up When is a Startup no Longer a Startup? When does a startup become a company? Is it a case of profitability? Team size? Revenue? It’s been on the front of my mind recently. Part of my job is to manage
Product Insights Not the Hardest Admission to Make (a Clickbait-Free Story) I have to admit something. HelpDocs is not the only software your support teams will ever need. And we have no plans to be. As a marketer, it feels a bit strange to
Product Insights HelpDocs 💖 Front Before I joined HelpDocs, I was a freelancer. I worked within a few teams, but was rarely on the inner circle or anywhere near support, so had very little use for a collaborative
SaaS Insights The Painful Experience of Breaking up with Customers Breaking up with customers sucks. It’s like any relationship. You’ve both poured everything you can into making it work, but despite all your best efforts something just doesn’t fit together
Announcements Late-Summer Product Updates Over the past few months, the engineering side of the HelpDocs team has shipped like there’s no tomorrow—although, if you were to ask them directly, they’d be modest and say
Starting Up Why We're Not Marketing Our Enterprise Knowledge Base Software When I first joined HelpDocs a few months ago, my experience with support docs, and enterprise knowledge base software was pretty limited. Don’t get me wrong, I’ve been in marketing in
