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How to Create a SaaS Knowledge Base: The 2025 Guide

Complete guide to creating SaaS knowledge bases in 2025. Includes ROI calculator, feature audit worksheet, and examples. Reduce support tickets by 30-50%.

Knowledge Bases

The Case for Calmer Queues: How Ticket Deflection Elevates Customer Experience

Ticket deflection isn't a dirty word! Learn how smart self-service & AI support empower customers for better, faster service. It's a win-win!

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Predictive Support: How AI Will Transform Customer Help in the Next Decade

What if support found you before the problem? Dive into predictive customer support, AI's role, and how a great knowledge base makes the future of service anticipatory.

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Why Do Customers Prefer Finding Answers Independently?

Unlock the psychology behind customer self-service preferences. Explore user autonomy, cognitive load, AI's evolving role, and how knowledge bases empower independent problem-solving.

Knowledge Bases

How to Connect Your Knowledge Base and Internal Wiki: A Simple Guide for SaaS Teams

Learn how to connect your SaaS knowledge base and internal wiki to eliminate information silos, reduce support workload, and create a seamless experience for both customers and team members.

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Why We Took Our Time Introducing AI Into HelpDocs

AI is everywhere, but not all AI is helpful. Here’s why we took a measured approach before adding AI into HelpDocs.

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Helping Users Succeed: My Journey to Creating a Quick Start Guide

Struggling with user activation? I finally created a Quick Start help article, and it transformed our onboarding! Learn how I built it, what I included, and how you can create one to help your users succeed faster.

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Breaking the Script: Why Customer Support Needs to Ditch Insincere Language

How often do you hear the phrase "we apologize" before getting fed up? Empathy is vital in customer service. Let's improve our support and be more genuine when replying.

Knowledge Bases

Enhancing Connections Between Your Support Tickets and Knowledge Base

Aviation is built on connections—and your support tickets should be too. Loop in your task management and Knowledge Base software to create a truly connect support experience.

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A Guide to Omnichannel Support for Self-Serve Success

Stay ahead with a robust omnichannel support platform. Discover practical steps to integrate your Knowledge Base and ensure seamless customer interactions to maintain stellar support.

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Calming the Noise of Support Tools

Chasing after the next big support tool is exhausting. I think it's time we stepped back to assess what we need rather than what we want.

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Our Guide to Unlocking Key Insights Inside Your Knowledge Base with Analytics Filters

Analytics are great, but how do you uncover insights inside your Knowledge Base? With the help of filtering, you can find the answers to the questions you're looking for! All it takes is a bit of practice.

Knowledge Bases

Our Top Tips for Creating Reusable Clips for Your Knowledge Base

Discover how to keep your content Clips updated and engaging! Explore tips and examples that enhance team collaboration and streamline workflows. Your resources deserve it!

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Embracing Fluid Self-Service in Customer Support

Nowadays, reaching out for troubleshooting can feel like a lonely endeavour. In this blog post, we discuss how to intertwine self-serve support with one-on-one human support.

Knowledge Bases

The Product Manager's Guide to Utilizing Your Knowledge Base

Boost your product management skill set by utilizing your Knowledge Base and understand how your users, engineering team, and support team utilize your company's knowledge base.

Knowledge Bases

The Concept of Minimalism for Your Knowledge Management Strategy

Minimalism is usually associated with travel or design. Why not Knowledge Bases? Here's how to implement minimalism and increase UX, Knowledge Management, and foster a better culture.

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Crafting Your First E-Commerce FAQ Page

Not quite ready for a full-blown Knowledge Base for your online store? Here's our top tips for getting going with an FAQ page.

Knowledge Bases

How to Meet Your Customer Service SLAs With a Knowledge Base

Customer support service-level agreements can benefit everyone, but it can be tricky to keep to the targets. Here's how to use your Knowledge Base to meet your metrics.

Knowledge Bases

How We Identified Our Knowledge Base Gaps

Finding gaps in your Knowledge Base can be time-consuming. Here's how we identified ours and improved our support flow.

Knowledge Bases

Should You Use a Knowledge Base for Your Product Updates?

Using a Knowledge Base for product updates isn't clear-cut. Learn whether you should consider it or use alternative products.

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Empower Your Customers: Options for Building a Self-Service Stack That Delights Your Users

Learn about different types of self-service support, including proactive methods like video series and reactive methods like Knowledge Bases to build your self-serve stack.

Unwrapped 23

Learning to Take Time Off Support Emails During the Holiday Period

During the pandemic my mental health took a hit. Here's why and how it led me to taking more time off, especially during the festive period.

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How to Successfully Onboard Technical Writers for Your Knowledge Base

The road to successfully onboarding a technical writer can be challenging—especially if you're not one yourself. Here are some tips on why and how to make it happen.

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The Surprising Upsides of a Customer Support Spam Incident

HelpDocs' support email account was eerily quiet for a whole week. Until I found out that our customers' emails had been in the spam folder. Here's the lessons I learned.

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Why We're Switching from GIFs to Video Inside Our Knowledge Base Articles

You might notice a few more videos if you've looked at our Knowledge Base recently. Here's why we're switching from GIFs to video and the process involved.