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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.

July 2019 Product Updates Post
Announcements

July 2019 Product Updates Post

Lighthouse is now smarter. Now even better on mobile and keeps your history with a back button. Plus an update to the way Stale works 🍃

Value in Planning and Positivity
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Value in Planning and Positivity

Creating courses ain’t easy. I guess nobody said they would be. But I didn't think they'd be this tough! It’s fair to say over the past few months weeks of asset creation, cobbling together cue carded talking points and generally trying to make something

Balancing Heritage and Future
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Balancing Heritage and Future

I’ve spoken many times about our lack of attention toward all things marketing. But you’re writing a blog post I hear you shout. Sure! You’re right, it’s kinda marketing. I guess. Not in the traditional sense of being related or beholden to growth stats and arbitrary

Accountability and Teamwork
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Accountability and Teamwork

Have you ever fallen so far out of the habit of doing something it becomes almost impossible to get back into the swing of things? That’s what happened to me over the past 6 weeks. 🙈 Hiring took the place of everything. And by everything I mean everything! In hindsight,

Yes, You Can be Offended
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Yes, You Can be Offended

Since returning to the reality of my day-to-day after spending a week with the team in Bangkok I find myself reflecting on our culture. On what it means to be part of HelpDocs. I’ve spent the week engrossed in it. Living nothing but the culture day-to-day with people I’

Why is Everyone a Wantrepreneur?
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Why is Everyone a Wantrepreneur?

I would make a crap CEO. 🤷‍♂️ I’m not even kidding. I look at people I’ve worked for in the many jobs I’ve had and I just can’t see myself being that kinda person. I’ve no doubt I could build something. Eventually. I mean shit, give

Stone Notebooks, Forest Fires and Building a Climate Positive Future: In Conversation With A Good Company
Customer Stories

Stone Notebooks, Forest Fires and Building a Climate Positive Future: In Conversation With A Good Company

A good origin story always has an element of tragedy or disaster that leads to an epic realisation. For Anders Ankarlid and A Good Company, that moment came in the burning summer of 2018.

June 2019 Product Updates
Announcements

June 2019 Product Updates

Keep your articles engaging with blocks, an easier way to insert smart content. Plus, keep track of search clicks so you know what people are searching for and which articles they find themselves on. ✨

Flying High with Thai
Support Smarter

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

May 2019 Product Updates
Announcements

May 2019 Product Updates

Snappier loading with our database migration, multilingual versioning, and restore your trashed articles. 🗑❤️

Time, Tickets and Video Games
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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 time for the TV. 💪 I fire up the Xbox. Shove my copy of Fallout 76—don’t @ me—into the

Hiring Through Exhaustion
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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 previous experiences with online job boards. Organic applications had stalled and we found ourselves in the position of wanting to

Pushing the Button and Rolling With the Punches
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Pushing the Button and Rolling With the Punches

I’m sat at my desk, an old dining table crammed into the corner of what will become my office. It’s still light outside. I can hear the birds chirping away. Going about their business. Free to fly around like it’s any other Wednesday. I guess it is.

Busking through Bureaucracy
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Busking through Bureaucracy

The rock'n'roll life Seb had imagined it to be. He was a drummer struggling to make ends meet. His bank account was often full of zeroes. Unfortunately there were no other numbers on the left. 😬

April 2019 Product Updates
Announcements

April 2019 Product Updates

The past month has been pretty intense. But in a good way 😬. Sebastian joined the Customer Education team. I went on a 10-day jolly vacation to renovate my new house 🏚. And as usual, the team shipped truckloads of features, fixes, and tweaks to make your lives a little easier 🚛. Lighthouse

Plum Dumplings and Communists
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Plum Dumplings and Communists

Next stop, middle of nowhere. That's how I felt every time I got on the bus to my grandma's village. It's one of those teeny villages where everybody knows everyone. And everything about everyone.

The Truth Shall Earn You Trust
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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.

Hire Vans and Sports Cars: The Two-Way Street of Customer Service
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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. 🙈

Waiting in Rome
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Waiting in Rome

*VROOOOOOOOOOOOOM* Death on wheels came close to claiming me for the third time that day. 🚘💀 I didn't feel like exploring Rome anymore. I wanted to be in bed, away from careless drivers and rancid crowds. My stomach, however, was quick to remind me I was on an important mission—operation Feed Me.

A Short Guide to Deceiving Your Customers
Support Smarter

A Short Guide to Deceiving Your Customers

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&

How Service Saved Our House Buying Dream
Support Smarter

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

Is AI ruining the customer experience?
Support Smarter

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.

March 2019 Product Updates
Announcements

March 2019 Product Updates

It's been a big month for us at HelpDocs. We've started hiring again and already expanded the team (hey team! 👋). We've also shipped tons, as usual. And I hope you love it all as much as I do 🦄✨

Communicating through Emoji
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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. If I was to go into detail about everything that makes them unique, I’d have a book. Probably multiple

Emerging From our Hiring Failures
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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.

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