Support Smarter Why We Don't Assume Pronouns in Customer Support Gendering customers is something many customer support teams do without thinking. Is it time we change our behavior?
Customer Stories Pioneering a Personalized Healthcare Experience: In Conversation with NRC Health Learn how a healthcare company enables better experiences for patients by making sure they have the right data at the right time.
Announcements May 2020 Product Updates Introducing our new Learn Tab, a helpful walkthrough of HelpDocs, and built-in cookie consent.
Remote Insights Trying to Be Productive in a Altered World It's tough to comprehend how different our world is now. Social distancing, lockdowns, face masks, and empty offices. Here's how it's affected my mindset.
Remote Insights Is Your Stay for Business or Pleasure? Hotel life sounds glamorous but the reality sets in when you live in them full-time running a business. Is it business or pleasure?
Announcements January 2020 Product Updates A new way to update without publishing, a fresh login look, and help avoiding duplication.
Support Smarter Getting Video to Work in our Knowledge Base Creating videos for a knowledge base is a unique challenge. Here's how I learnt to make them without professional experience.
Stories 125 Blog Header Images and Counting I’ve always been a creative at heart. Unfortunately, this doesn’t quite match up with my impatience. When I pick up my Apple pencil I’m usually fuming with
SaaS Insights Stumbling to CTO: My Journey Becoming a Developer I’m perched up against a cushion with my legs splayed out on a super soft grey sofa. On my desktop I have 5 terminal windows messily scattered around, two
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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,
