Starting Up Customer-Centric Service isn't a Growth Hack It was a rainy Sunday. My wife and I had spent the morning lazing in bed reading as the rain bucketed down outside. After a few hours of pleading puppy dog eyes, we
Starting Up Size isn’t Always Indicative of Size We had a short debrief on Slack before Jake and Jarratt disappeared into the night, retreating back to their much-earned glasses of wine. I, on the other hand, got thinking about how the
Starting Up Taking Responsibility for Other's Faults Yesterday, I experienced my first moment of pure dread since joining the HelpDocs team. The stupid thing is, in hindsight, it wasn’t even that big a deal. It was 4:02pm—I
SaaS Insights Why ROI Isn’t Ingrained in Our DNA Over the past few weeks, I’ve been struggling with measuring the ROI of my work. And it wasn’t until I brought it up with the rest of the team I realised
Starting Up Hustling Hard for Happiness 49% of all working days lost in 2016-2017 were due to work-related stress, depression or anxiety. Let’s take a moment to think about that for a second. Work is the single biggest
Starting Up What I Learned from Failing at Co-working A couple of years ago, I took my first stab at co-working. I was a freelancer at the time, exploring new ways to build out a small network of contacts. Taking the advice
Starting Up Don't Preach to Teach If You Intend to Sell I was reading a blog post earlier from a moderately well known social media company. The post, whilst framed as educational, was almost entirely dedicated to pedaling their wares and establishing the founder
Starting Up Hiring for Culture Fit and Hurting Hearts 💔 Who knew hiring as a small, bootstrapped team was so tough. A few months ago, we began our search for a Customer Success Manager. It was an entry-level position. The short version is
Starting Up The Crappy Art of Rejecting Writers Rejection is my biggest weakness. Whether it’s me saying no, or me on the receiving end, I’m just not good at it, at all. I can take criticism. I'm a pro
Starting Up When is a Startup no Longer a Startup? When does a startup become a company? Is it a case of profitability? Team size? Revenue? It’s been on the front of my mind recently. Part of my job is to manage
Product Insights Not the Hardest Admission to Make (a Clickbait-Free Story) I have to admit something. HelpDocs is not the only software your support teams will ever need. And we have no plans to be. As a marketer, it feels a bit strange to
Starting Up Why We're Not Marketing Our Enterprise Knowledge Base Software When I first joined HelpDocs a few months ago, my experience with support docs, and enterprise knowledge base software was pretty limited. Don’t get me wrong, I’ve been in marketing in
Starting Up Breaking the Bad Habit of Breaking Habits Around 18 months ago, I caught a glimpse of myself in the mirror, and it made me feel sick. A couple of years before, I'd quit a 14-year smoking habit, and had replaced
Starting Up Living up to Your Own Definition of Success When I took the leap to go freelance, one of my first roles was helping flesh out the blog of a branding agency. The company I was working with, Motto, is a visionary
Remote Insights Delusions of Culture: Making Remote Work as a Small Team Since working at HelpDocs the past few months, I’ve become a pro at explaining what remote work is and how it works. So much so, I’m thinking of adding it to my CV under “additional skills”.
Starting Up Lessons From Carving Productively A couple of years ago, I first wrote 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
Starting Up 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
Starting Up 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
Starting Up How We Gained 2 Hours a Day by Experimenting With a New Startup Work Schedule Getting in the zone with work has always been tough for us. Like many other startup founders, getting the most out of each day is crucial. It’s not about the number of
Product Insights Valuable Lessons Learned After Sending 1,000+ Cold Emails We’ve always been skeptical of cold email. It seems spammy, unreliable, and depressing at times. And let’s be honest—nobody loves doing startup outbound sales. The difficult truth is that it
Starting Up How Sacrificing Your View Can Boost Your Productivity For a long while, I thought being a productive founder involved having a stunning view. One that inspired me to get stuff done. It makes sense, right? It's totally sensible to think that