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.