Remote Insights Delusions of Culture: Making Remote Work as a Small Team Since working at HelpDocs the past few months, I’ve become a pro at explaining what remote work is and how it works. So much so, I’m thinking of adding it to my CV under “additional skills”.
Stories Time, Tickets and Video Games It’s 9:07pm on a Tuesday night. I’m sat on the sofa in my living room. My wife’s gone to bed to read. It’s now my
Remote work Hire Vans and Sports Cars: The Two-Way Street of Customer Service From the death of a loved one to losing your job, it’s fair to say Matt only wanted one of the “five most stressful life events” to happen this year. 🙈
Remote work How Service Saved our House Buying Dream Somewhere between sizing up kitchen worktops and the slow queue for mid-shop IKEA meatballs, it dawned on me: We’re buying a house. Wait, let me correct that. We’ve
Starting Up Emerging From our Hiring Failures Last time we tried to hire was a 💩show. So when Jake told me we were hiring again, I had two contradictory and gut-wrenching reactions: Excited relief, and overwhelming fear.
Remote Insights HelpDocs Has Ruined Marketing for Me, and Here's Why I'm Grateful! “If you ever need a marketing gig in the future you’re pretty fucked”, Jake remarked during a completely off-topic bout of lighthearted banter about work ethics. We often joke
Starting Up Customer-Centric Service isn't a Growth Hack It was a rainy Sunday. My wife and I had spent the morning lazing in bed reading as the rain bucketed down outside. After a few hours of pleading puppy
Starting Up Taking Responsibility for Other's Faults Yesterday, I experienced my first moment of pure dread since joining the HelpDocs team. The stupid thing is, in hindsight, it wasn’t even that big a deal. It was
SaaS Insights Why ROI Isn’t Ingrained in Our DNA Over the past few weeks, I’ve been struggling with measuring the ROI of my work. And it wasn’t until I brought it up with the rest of the
Product Insights Not the Hardest Admission to Make (a Clickbait-Free Story) I have to admit something. HelpDocs is not the only software your support teams will ever need. And we have no plans to be. As a marketer, it feels a
Stories Flying High with Thai There’s something about traveling that makes me uneasy. I guess it’s kind of ironic for a remote worker. Someone who could literally work from anywhere with a halfway
Stories Hiring Through Exhaustion I’m exhausted. Fatigued by a week-long deluge of “Dear Hiring Manager” and generic cover letters. In the latest entry to our epic hiring adventure, we decided to disregard our
Remote work The Truth Shall Earn You Trust Have you ever tried washing your hands in freezing cold water? It doesn’t work. They never _really_ feel clean. And after, you’re left with the slightly soapy painful chill of not-quite-clean ice-cube-fingers.
Remote work Is AI ruining the customer experience? I’ve been seething for days. It’s made writing this post incredibly difficult as I’ve had to sift through the countless curse words to settle on the most accurate to convey my current state of mind.
Starting Up Communicating through Emoji If I’ve learned one thing during the 8 months I’ve spent following HelpDocs, it’s that this company is truly unique. The people here are even more so.
Remote Insights A Rose by any Other Name A few weeks ago, I got the opportunity to chat with our customers and friends at Referral Rock, about all things referral marketing, customer success, and putting people first. It
Starting Up Size isn’t Always Indicative of Size We had a short debrief on Slack before Jake and Jarratt disappeared into the night, retreating back to their much-earned glasses of wine. I, on the other hand, got thinking
Starting Up Hustling Hard for Happiness 49% of all working days lost in 2016-2017 were due to work-related stress, depression or anxiety. Let’s take a moment to think about that for a second. Work is
Remote Insights Living Life as a Remote Worker's Better Half! As the wife of a HelpDocs remote worker, I've read many blog posts that talk about what it’s like to work remotely. A quick Google search returns pages and
Starting Up What I Learned from Failing at Co-working A couple of years ago, I took my first stab at co-working. I was a freelancer at the time, exploring new ways to build out a small network of contacts.
Starting Up Don't Preach to Teach If You Intend to Sell I was reading a blog post earlier from a moderately well known social media company. The post, whilst framed as educational, was almost entirely dedicated to pedaling their wares and
Starting Up Hiring for Culture Fit and Hurting Hearts 💔 Who knew hiring as a small, bootstrapped team was so tough. A few months ago, we began our search for a Customer Success Manager. It was an entry-level position. The
Starting Up The Crappy Art of Rejecting Writers Rejection is my biggest weakness. Whether it’s me saying no, or me on the receiving end, I’m just not good at it, at all. I can take criticism.
Starting Up When is a Startup no Longer a Startup? When does a startup become a company? Is it a case of profitability? Team size? Revenue? It’s been on the front of my mind recently. Part of my job
Starting Up Why We're Not Marketing Our Enterprise Knowledge Base Software When I first joined HelpDocs a few months ago, my experience with support docs, and enterprise knowledge base software was pretty limited. Don’t get me wrong, I’ve been