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HelpDocs Bookmarked

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

Customer stories collection logo

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

Support Smarter collection logo

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.

Backpage collection logo

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.

Product Updates collection logo

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.

August 2020 Product Updates
Announcements

August 2020 Product Updates

Powerful new workflow tools mean better articles faster with help.new and the recent articles sidebar. Plus smart new components make your articles more readable.

Saying No to Custom Code: Our Journey Creating Support Scope
Support Smarter

Saying No to Custom Code: Our Journey Creating Support Scope

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.

2500 Kilometers of Support
Backpage

2500 Kilometers of Support

Lisbon to Munich in a couple days. What seemed like a simple road trip started to become a little worrying.

July 2020 Product Updates
Announcements

July 2020 Product Updates

Build a knowledge base template without pushing changes live for customers, a knowledge base inspiration gallery, and smarter export options.

Empowering Humans to Take Control of Their Health
Customer Stories

Empowering Humans to Take Control of Their Health

How a nutrition company is shaping an industry and helping change the way people look at metabolic health.

Why We Don't Assume Pronouns in Customer Support
Support Smarter

Why We Don't Assume Pronouns in Customer Support

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

Pioneering a Personalized Healthcare Experience: In Conversation with NRC Health
Customer Stories

Pioneering a Personalized Healthcare Experience: In Conversation with NRC Health

Learn how a healthcare company enables better experiences for patients by making sure they have the right data at the right time.

May 2020 Product Updates
Announcements

May 2020 Product Updates

Introducing our new Learn Tab, a helpful walkthrough of HelpDocs, and built-in cookie consent.

Trying to Be Productive in a Altered World
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Trying to Be Productive in a Altered World

It's tough to comprehend how different our world is now. Social distancing, lockdowns, face masks, and empty offices. Here's how it's affected my mindset.

Is Your Stay for Business or Pleasure?
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Is Your Stay for Business or Pleasure?

Hotel life sounds glamorous but the reality sets in when you live in them full-time running a business. Is it business or pleasure?

January 2020 Product Updates
Announcements

January 2020 Product Updates

A new way to update without publishing, a fresh login look, and help avoiding duplication.

Getting Video to Work in our Knowledge Base
Support Smarter

Getting Video to Work in our Knowledge Base

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

Stepping Off the Startup Treadmill
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Stepping Off the Startup Treadmill

Notifications can become overbearing especially for remote teams. Here's my experience learning to take a step back and focus my time more wisely.

What Does it Mean to Deliver Great Support?
Support Smarter

What Does it Mean to Deliver Great Support?

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 🤷‍♂️

Is Enough Ever Enough?
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Is Enough Ever Enough?

As a remote worker, one of the most difficult things is to allow yourself time away from work tasks. And as Matt found, when you do it’s easy to let self-doubt eek back into the picture. 😬

Reality and Expectations
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Reality and Expectations

Matt hit a PR at the gym today. He broke a mental barrier and hit his heaviest deadlift yet. And he decided to reflect on how it took patience and having realistic expectations.

November 2019 Product Updates
Announcements

November 2019 Product Updates

Default permissions, a new place for demos, and endless bug fixes shipped in November. Take a look 👀

The Game of Show and Tell
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The Game of Show and Tell

The past couple of weeks have been a weird and wild ride. Not least because we’ve finally started venturing into the wonderful world of knowledge base software demos.

On the Perils of Rushing
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On the Perils of Rushing

When Loni was eighteen her roommate convinced her to go to a random meditation session in New York City. 🧘🏼‍♀️ It sounded New Age and spiritual. Like something you’d expect from Los Angeles. Nonetheless she was skeptical.

October 2019 Product Updates
Announcements

October 2019 Product Updates

This month we focused on making things faster and more efficient. We shipped a change to the way we serve assets, a brand new marketing site, and a bunch of tweaks and fixes. 🦄✨ Take a look 👀

Reassessing Opinions
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Reassessing Opinions

Strong opinions, loosely held is a statement that sticks at the core of the HelpDocs culture. We’re all super opinionated. But it’s rare for us to so vehemently protest or refuse to yield on something when presented with a better option.

125 Blog Header Images and Counting
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125 Blog Header Images and Counting

Here's a story about the headers behind the blog posts on the HelpDocs blog.

Frustrated Tones and Reflections
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Frustrated Tones and Reflections

A few days ago, an applicant for one of the Customer Education roles commented about our blog. It’s not uncommon. Often people wanna be seen as having done their research. And I do really appreciate any feedback we get when it comes to our posts. But this time it

September 2019 Product Updates Post
Announcements

September 2019 Product Updates Post

A revamped settings menu, v4 Bars custom theme, improved tagging, and more.

Incrementally Changing
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Incrementally Changing

There’s a lot to be said for making huge, swathing changes. Just getting stuff done. Finished. It’s a little like quickly peeling a bandaid. In that doing it fast gets it out of the way. Ripping away a bandaid limits the longevity of the immediate pain. And it

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