Support Smarter

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.

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.

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.

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.

Feeling like your Knowledge Base is always outdated?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.

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.

The pandemic has shifted the way people feel & act. Customer support has changed for both the people behind and in front of the ticket.

Calls are exhausting and Zoom fatigue is taking over our lives. Here's how we decided to say no to individual product demos and found a better solution for us.

Learn how to start reading analytics and go from understanding whether traffic is going up or down to answering real questions.

Learn how we updated hundreds of knowledge base articles by getting organized beforehand.

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

Board games and customer support documentation have more in common that you’d think. Here’s how I write better docs inspired by board game guides.

Looking to learn about how to become a technical writer? Here's my first-hand experience going from beginner to full-time technical writer.

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.

Over the past week how to deliver outstanding support has been on our minds—most likely because we’ve been working on our guide on how to deliver outstanding support 🤷‍♂️

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 decent wifi connection. Ironic because I find myself shackled to the safety and comfort of my 4-walled terrace in the

tl;dr: Don't. 🙅‍♂️ If I had to make a list of things I hate when contacting customer support, deceiving answers would be close to the top. Recently I had the unfortunate privilege of receiving one. I'd like to tap into that experience and see if there&

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 bought a house. I still can’t quite believe it. 3 months ago, my wife and I’d already written

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.

It takes 23 minutes to recover from an interruption. As I struggled with a sidestep into education, this stat proved to be way more true than I ever thought possible!