We all know sleep is important and all—but why? In this post, I dive into why sleep is crucial not just for general health but specifically for people who work in customer support.

We often don't think enough about the way to refer to people in customer support. This can have negative effects on customers without realizing it. Here are some simple tips on how to change this.

Do longer replies mean better customer satisfaction? After reading my co-founder's support ticket replies I wondered—should I shorten time too?

We delve behind the scenes and in our brains to see how we interpret words and turn them into something we read. We then take a look to see how we can create more readable Knowledge Base articles using this information.

eCommerce is tough and the support can be overwhelming. Carry on being consumer-centric without having to sacrifice your support team by better integrating your Knowledge Base.

Are non-stop calls helping anyone? We're all burnt out from the pandemic and sitting in Zoom calls back-to-back is making us miserable. We think there's a better way.

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.

Feeling like your Knowledge Base is always outdated? Struggling to keep up with new products in your store or new features? Here's a few tips to keep your self-serve above water.

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.

Come dive into my weird GIF making process where I show you how I create animated images for our knowledge base.

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.

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 🤷‍♂️

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