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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.

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

The Ultimate Guide to Creating Your First Knowledge Base Article
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.

Optimizing Your Knowledge Base Search
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.

Providing Concise & Impactful Answers Using Knowledge Base Best Practices
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.

The Art of Managing Freelance Technical Writers for Your Knowledge Base
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.

Creating Calm & Consistency With a Knowledge Base Style Guide
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.

June 2023 Product Updates
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.

A Few Life Lessons Mario Kart Items Taught Me
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.

How to Create a Seamless External and Internal Knowledge Base Experience
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.

The Curious Case of CSS Selectors and Our Knowledge Base
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?

Finding and Forcing My Passion For Interior Design: Part 1
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.

April 2023 Product Updates
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!

How To Build & Launch Your First Multilingual Knowledge Base
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.

How the Flu Made Me Give Up On My Nomadic Lifestyle
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.

How to Condense Lots of Information in Your Knowledge Base Articles
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.

GPT-3 for Technical Writers—Friend or Foe?
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?

A Guide to Creating Your First SaaS Knowledge Base
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.

December 2022 Product Updates
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!

Terrible Hospitality Habits to Ignore For Your Customer Support
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.

Keeping Calm with Customer Support on the Road
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.

June 2022 Product Updates
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.

How to Strive for a More Accessible Knowledge Base
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.

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?

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