Is immediate support a little over the top? I think so. In this post, I dive into how shops and SaaS companies might wanna tone down their proactive support and keep things a little more chill.

We take a look at how you can turn a list of Knowledge Base search keywords into actionable insights to help improve your self serve help.

Ready to publish your article but not quite sure if it's 100%? Here are some tips to make your article shine before you hit publish.

The pandemic has shifted the way people feel & act. Customer support has changed for both the people behind and in front of the ticket.

Calls are exhausting and Zoom fatigue is taking over our lives. Here's how we decided to say no to individual product demos and found a better solution for us.

Learn how to start reading analytics and go from understanding whether traffic is going up or down to answering real questions.

Learn how we updated hundreds of knowledge base articles by getting organized beforehand.

The differences between Wikis and a Knowledge Base are like a frog and toad. They're both similar but have very contrasting differences.

Board games and customer support documentation have more in common that you’d think. Here’s how I write better docs inspired by board game guides.

Looking to learn about how to become a technical writer? Here's my first-hand experience going from beginner to full-time technical writer.

Wondering whether to go for a Wiki or knowledge base? We think you should choose both.

Get the lowdown on how we tackle tickets and improve our knowledge base in the process.

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.

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

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

It takes 23 minutes to recover from an interruption. As I struggled with a sidestep into education, this stat proved to be way more true than I ever thought possible!

It’s 30 celsius outside. In fact, it might be more but I’m too comfortable working from the air-conned executive lounge to step out into the bustling boulevard of Panama City and find out. I’m sure it would look like it’s 30 degrees as I peer down

It turns out, I’m a crappy customer. Not to open with a blog post cliché, but honestly, this really is a tough one to admit. 'Cause nobody wants to accept they are, in fact, a bit of a douche canoe. You see, I am naturally quite a cynical person.