HelpDocs Bookmarked (Page 11)

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.

Announcements

Our New & Improved Slack Integration: Make Your Knowledge Base a Team Sport

Let’s face it, being in charge of your company’s knowledge base can often feel like a lonely job. While getting help documentation up to scratch is essential, it’s not always given much thought despite it being the first line of help for confused customers or lurking leads.

Announcements

New Year, New HelpDocs: January Product Updates

Last year we released a multitude of updates, from our lightening-fast instant search to smart 404 pages to assist lost customers and guide them in the right direction. This year, we're committed to shipping even more to give you the tools to help your customers and team succeed.

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Lessons Learned Rebuilding Our Marketing Site

Building a new marketing site from scratch is daunting. There I am with a blank screen and a gazillion possibilities. The job sounded simple: convey HelpDocs and its purpose to new visitors. But as many designers and developers know, it’s never that simple. I think everyone finds a certain

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Why We're Forcing Ourselves to Stop Rebuilding Our Product

As a technical founder it's my job to prioritize what to build, what to improve, and what to chuck away. A.k.a managing "the roadmap". When you're working inside the product day-to-day, just how do you decide what needs the most attention? We&

Support Smarter

The Future of Product Management in 2018

Apple, Coca Cola, and Nike are just a few examples of consumer brands who have managed to stay relevant over time, in no small part due to strong product management. High-tech product management, on the other hand, is considered by some to be a young and relatively immature profession. But

Announcements

A Sleighful of Goodies: December Product Updates

With the holiday season well into swing, we thought we'd wrap up 2017 with a right cracker. We've been busy little elves, shipping sleighing a sack full of integrations, optimising the app, and making a host of other improvements behind the workshop. ⛄️ A trio of new

Customer Stories

Lending a Helping Hand Inside the Classroom

We've all got cherished memories from our few first years at school. Learning the alphabet, making the difficult decision between having milk or juice as a snack, and creating far too much mess with PVA glue. But I'm sure you never thought about how much hard

Support Smarter

How Self-Service Knowledge Bases Empower Support Staff to Get More Done

“The customer is always right”. Yeah, and they’re super demanding too. According to Harvard Business Review [https://hbr.org/2010/07/stop-trying-to-delight-your-customers], 65% of customers want their problem resolved in the first try. And, over 60% of customers believe that knowledgeable employees is crucial to providing good customer service.

Customer Stories

Shredding off 25% Support Load to Self-Serve

Solvo [https://solvo.nl] helps over 5.5 million people in the Netherlands find, compare, and book medical specialists every month. By showing reliable medical information in a clear language, the company matches up patients with a specialist that will aid them on their way to better health. They take

Infinite, Instant & Brand New: October Product Updates

This past few months we've been working on some super exciting new HelpDocs features. We're keeping some of them under wraps for now, but I have a few awesome developments to share with you today. 🎉 Subcategory support Yep, we've added support for categories inside

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How Being Rejected By Multiple Startup Accelerators Actually Helped Us

If you're anything like we are as startup founders, you'll have considered joining an accelerator program. At least once. I mean, it seems like a great deal, right? You get some money, some mentorship, and the chance to pitch a group of investors looking for the

Support Smarter

Live Chat & Bots: Where Do They Fit In When Interacting With Customers?

Customer support has always been a bit of a necessary evil for companies. Nobody wants to spend money on support, but without support would you have any customers? I doubt it. With the rise of live chat, it's even harder for support reps to deliver good responses, in

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Why We’re Rejecting Freemium and Building a Sustainable Business Instead

Startup pricing’s a touchy subject. Nobody’s quite sure how to do it best [https://news.ycombinator.com/item?id=13840282]. And at the end of the day it’s very dependent on your exact situation. But the general consensus is to just double your prices. > Marc Andreessen

Support Smarter

6 Customer Support Experts Weigh In on How to Stop Your Help Center from Going Stale

If you're a startup, keeping up with product updates is exhausting. You're likely pushing new code each week, which means your product is changing every week. Keeping a knowledge base updated is pretty much a marathon with the finishing line moving away from you every step.

Support Smarter

Top-Notch Image Annotation Tools for Your Knowledge Base Articles

Check out these tools to make your knowledge base more visually appealing.

Support Smarter

Increase Customer Onboarding Engagement by Getting Out the Way

It seems like customer onboarding is a never ending rabbit hole of options. It's difficult to tell what's working and what's not. There are so many things to tweak, the job's never over. Add a small copy change to your signup form

Announcements

New Features for July 🐣

So, you might remember we recently switched to seasonal product updates (check out our Spring update [https://blog.helpdocs.io/spring-product-update-17]). We made a big deal about not doing monthly updates, yada yada yada. Well, now we're back to monthly product update posts. Or rather irregular posts, anyway.

Announcements

HelpDocs Has Acquired Helpman 🎉

I have some exciting news to share with you today. We've made our first acquisition: Helpman [https://gethelpman.io]! The story so far Helpman was a direct competitor to HelpDocs—another hosted knowledge base platform. We've been competing for just over a year now, but after

Announcements

Spring Product Updates

Just under a year ago [https://blog.helpdocs.io/why-your-startup-needs-an-awesome-knowledge-base/], my cofounder and I set out on a mission—to create a knowledge base that worked and looked great out-the-box. It's coming up to HelpDocs' first anniversary and I'm extremely proud of how far we&

Support Smarter

How to Write Knowledge Base Articles Customers Can Actually Understand

Writing a knowledge base article is a surprisingly difficult task. How can you keep the language simple and clear? How do you get across the information without making your customers fall asleep? 😴 Good news is you don't need to take a class in technical writing. In fact, the

Support Smarter

How Surprisingly Good Support Wins Us Customers

At HelpDocs we’re kinda great at customer support. If you’ve ever sent us a support request (or just a hello) you’ll have seen this yourself. Almost all our chats are replied to within 30 waking minutes. Usually way quicker. It’s safe to say our customers love

Support Smarter

Creating a Culture Where Everyone Does Support

At Front [https://frontapp.com/], we’re passionate about helping companies communicate better. Thousands of teams use Front’s shared inbox platform for customer support that feels friendly and personal, with the powerful features of a help desk working behind the scenes. With Front powering great support teams around the

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How We Developed Integrations to Kickstart our Early Stage Growth

As soon as we beamed our product down to customers we were on a race. A race to grow from nothing to something. Starting at $0 is painful. We knew we'd have to work incredibly hard to get anything and figuring out how to grow is just part

Support Smarter

Moving Past the Ticket Number: Having Conversations with Customers

"Hello Jarratt", a faceless agent from Acme Corp Customer Support replied in an email thread. "Thank you for providing that information and for working with us through the troubleshooting process". Once again, there I was dealing with a large company and their inadequate customer support. Ticket

Announcements

Introducing Multilingual Translation

I'm thrilled to announce that HelpDocs now has full support for multiple languages. 🎉 Now you can write your docs in as many languages as you can think of, and your visitors can choose the version they want. Until now, making a multilingual knowledge base has been painful at