River Sloane

The differences between Wikis and a Knowledge Base are like a frog and toad. They're both similar but have very contrasting differences.

Wondering whether to go for a Wiki or knowledge base? We think you should choose both.

Get the lowdown on how we tackle tickets and improve our knowledge base in the process.

Come dive into my weird GIF making process where I show you how I create animated images for our knowledge base.

Working on custom code was a rabbit hole we shouldn't have fallen into. Here's how we found light at the end of the tunnel by managing expectations.

Gendering customers is something many customer support teams do without thinking. Is it time we change our behavior?

Creating videos for a knowledge base is a unique challenge. Here's how I learnt to make them without professional experience.

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 recipe for disaster. And, like most, I grew up with the idea "the customer is always

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. "Der Kunde ist König", shout the Germans. But no matter the country

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’s been a drain with no reward. You've spent hours organizing, writing, and publishing articles.