HelpDocs Bookmarked (Page 10)

Bookmarked explores the art & craft of knowledge bases and customer support while delving into the lives of the people behind them.

Hear about the companies using HelpDocs to change the world. From medical software to educational robots—they all have a story to tell.

We delve into the world of knowledge bases and customer support to try to figure out how to create a better support experience for our customers.

Personal stories, remote work, and a lot of emoji. We open up about what we’re doing and how we’re feeling so you get to know us a little better.

Read about the latest updates to the HelpDocs platform right here. From features to fixes and everything in between, we'll give you a roundup.

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Actually, Distractions Aren't a Bigger Problem for Remote Work

As I write the bulk of this post, I'm sat at my desk, tucked in a nook in the dining room of the Grade II listed country cottage I rent with my partner. My 2-year-old cocker spaniel is sat in the window in the next room, observing the

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Not All Remote Jobs Are Equal

When I began working remotely full-time in 2015, years of occasional freelancing had skewed my expectations. I'd become convinced life would be greener if I were only freed from the shackles of the office. I was right. Kind of. I've long had issues with the traditional

Announcements

June Product Updates: Turbo Translations, Quick Clips, and Launching Lighthouse

June was a big month for the team at HelpDocs. We shipped a bunch of fixes, a few key updates, and some cool new features like automatic machine translations. We also hired, well, me! 👋 I'm Matt, and I've officially joined the team to help scale HelpDocs

Announcements

A New Way to Keep Your Docs Fresh

If you're anything like us, you like to ship, often. It's not always a big and shiny new feature. Sometimes it's simple bug fixes or subtle changes to the user experience that make everything a little smoother. But when you're releasing an

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Lessons From Carving Productively

A couple of years ago, I first wrote [https://medium.com/@MattMadeThings/what-being-crap-at-carving-taught-me-about-perfection-8dfaeb6a28fa] about venturing into the splintery world of woodcraft. I had no idea it would turn into an ongoing obsession. I had even less of an idea that some two years later my now fiancée, Cat, would be

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

Customer Stories

Centralised Knowledge and Support is Empowering a Decentralised Network

Data is big business. If you use cloud storage for data, you already know and understand the importance of it. It keeps your data stored and accessible in a safe and reliable way. As hacks upon hacks drop into our news feeds at what seems like an exponential rate, you&

Support Smarter

How to Build Features Users Need by Ignoring What They Ask For

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

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

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 do we serve that many articles in a reasonable amount of time? Should we build for

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 open for business. The thing you’re probably not thinking about is stock management, discounting, order management, and customer profiles.

Announcements

Say Hello to HelpDocs Articles Inside the Intercom Messenger

Setting up a knowledge base and keeping it updated is only useful if your customers find and read your docs. One way to make that happen is to place them in front of the customer in handy places. That's why I'm happy to introduce our latest

Announcements

Bring Your Knowledge Base Directly into Your Inbox: Updates to Our Front Plugin

We’ve long been fans of Front [https://frontapp.com/?utm_source=HelpDocs], the team behind the first collaborative multichannel inbox. So much so, we’ve been keen to improve our own customer support workflow within their app. One of the ways we’ve done that is by building a

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 maps point you in the right direction, and when they fail there’s always someone there to help out. Take

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 clients are a young couple eager to put down a deposit on a first home or a growing family looking

Support Smarter

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 heart. No matter if you’re a good fit for their product or not, you’re going in their funnel

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 about infrastructure upgrades. No yolk. HelpDocs has grown to serving millions of docs

Announcements

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 author getting started on their next novel, writing and organizing a knowledge base can be a daunting, confusing task. Thinking

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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 family, and you can skip the office politics [https://open.buffer.com/state-remote-work-2018/#benefits]. But despite software making it easier

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 to tell. It's that story GuidiGO [https://www.guidigo.com/en] want to enable local experts

Announcements

February Product Updates: Lighthouse Beta, SSL, and Speed Improvements

Happy second month of the year! February's been a super exciting month for the team. We had our first team retreat in a cold but lovely Madrid. Many burgers & fries were consumed, as well as terrible Spanish exchanged in shops. We had a ton of fun and

Support Smarter

Rebuilding a Knowledge Base for a High Growth Startup

When I started my job at Drift [https://drift.com], I was there for many different reasons: To learn everything I could about our product, to disperse that knowledge internally and externally, and to set the tone for the rest of the customer advocates to come after me. We were

Announcements

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 and effort, but it's always worth it in the end. Trouble is, your designers are probably

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 book meetings or take other actions when they land on their site. From its headquarters in Boston, the company is

Support Smarter

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 guide them to get there, right? My top tip when starting with a knowledge base is to write everything down.