Support Smarter What Hotels Have Taught Me About Customer Support When we started building HelpDocs, I had a lot of assumptions about customer support. I believed the loudest, angriest customers got all the rewards. I thought doing small favours for customers was a
Customer Stories Centralised Knowledge and Support is Empowering a Decentralised Network Data is big business. If you use cloud storage for data, you already know and understand the importance of it. It keeps your data stored and accessible in a safe and reliable way.
Product Insights How to Build Features Users Need by Ignoring What They Ask For The customer is always right, or so we're told. For decades this idea has underpinned customer satisfaction for businesses around the world. "Le client n'a jamais tort", chant the French. "
Support Smarter Strategies to Navigate Confused Customers Towards Your Knowledge Base Releasing a knowledge base to your customers is like a cruise ship on its maiden voyage. Building a ship takes a lot of effort and resources. But if nobody ever gets onboard, it’
Announcements May Product Updates: Help Customers Find & Digest Information Two years ago we weren't serving any articles. Today, we serve over 20 million of them every month across the globe. Quite the leap, eh? We've faced unique challenges. How do we serve
Customer Stories How ready2order Scaled Support for Store Owners Across the Globe Setting up a new store is a wild, messy, exciting time. Fitting it out, finishing up the last coat of paint, and arranging the big day when you’re finally open for business.
Announcements Say Hello to HelpDocs Articles Inside the Intercom Messenger Setting up a knowledge base and keeping it updated is only useful if your customers find and read your docs. One way to make that happen is to place them in front of
Announcements Bring Your Knowledge Base Directly into Your Inbox: Updates to Our Front Plugin We’ve long been fans of Front, the team behind the first collaborative multichannel inbox. So much so, we’ve been keen to improve our own customer support workflow within their app. One
Support Smarter Simple Steps to Make Sure First Time Users Have a Great Experience Landing in a new destination is always a little daunting. How should I get to my hotel? Do I need cash? How should I greet someone? Luckily signs and interactive maps point you
Customer Stories Helping Real Estate Agents Match Hearts with Homes For many buying a home is one of life’s most important and memorable steps. Real estate agents are there to help find the perfect pad for you. Whether the clients are a
SaaS Insights Why We Send Prospects to Competitors If We're Not a Good Fit As a customer it can often feel like the person on the other end of the line or more appropriate these days—messenger, doesn’t have your best interests at heart. No matter
Announcements Custom Template Changes, Infrastructure Improvements, and a Guide: March Product Updates With Easter having come and gone, it's been a crackin' year for us so far. But cracking isn't something we want with our service, so this month's updates are mostly about infrastructure upgrades.
Support Smarter Introducing Our First Guide: Building a Knowledge Base from Scratch It’s easy to leave setting up a knowledge base at the bottom of your to-do list. Or y’know, assign that one to another teammate. No biggie. 🤨 Like an author getting started
Starting Up Organizing Our First Company Retreat as a Bootstrapped Remote Startup For us the benefits of being a remote company are obvious. You can work when and where you’re most comfortable, you’re able to travel or spend time with family, and you
Customer Stories Educating Users and Inspiring Visitors Around the Globe Anyone who's travelled knows the excitement of arriving in a new destination, eager to explore and lay your senses on the sights and experiences. Each turn has its own story to tell. It's
February Product Updates: Lighthouse Beta, SSL, and Speed Improvements Happy second month of the year! February's been a super exciting month for the team. We had our first team retreat in a cold but lovely Madrid. Many burgers & fries were consumed,
Support Smarter Rebuilding a Knowledge Base for a High Growth Startup When I started my job at Drift, I was there for many different reasons: To learn everything I could about our product, to disperse that knowledge internally and externally, and to set the
Knowledge Bases Free Knowledge Base Icon Kit for Sketch & Illustrator One of the things we've learned over the last year or so is that our customers love customizing their knowledge base and making it look just right. It takes time and effort, but
Customer Stories Bolstering Self-Serve Support at Scale with HelpDocs Drift is building a new way for businesses to buy from businesses. Through the power of intelligent bots and playbooks, over 50,000 businesses are able to direct visitors to book meetings or
Knowledge Bases Making Walkthrough Videos for Help Documentation Leads and customers land on your knowledge base to find answers. They actively want to become successful with your product. And the reason you write them at all is to guide them to
Announcements Our New & Improved Slack Integration: Make Your Knowledge Base a Team Sport Let’s face it, being in charge of your company’s knowledge base can often feel like a lonely job. While getting help documentation up to scratch is essential, it’s not always
Announcements New Year, New HelpDocs: January Product Updates Last year we released a multitude of updates, from our lightening-fast instant search to smart 404 pages to assist lost customers and guide them in the right direction. This year, we're committed to
SaaS Insights Lessons Learned Rebuilding Our Marketing Site Building a new marketing site from scratch is daunting. There I am with a blank screen and a gazillion possibilities. The job sounded simple: convey HelpDocs and its purpose to new visitors. But
Product Insights Why We're Forcing Ourselves to Stop Rebuilding Our Product As a technical founder it's my job to prioritize what to build, what to improve, and what to chuck away. A.k.a managing "the roadmap". When you're working inside the
Product Insights The Future of Product Management in 2018 Apple, Coca Cola, and Nike are just a few examples of consumer brands who have managed to stay relevant over time, in no small part due to strong product management. High-tech product management,
