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

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&

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

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!

For a while, I’ve been trying to reconcile the idea that many huge companies purposefully avoid placing any effort on their customer service. And worse still, that we, as consumers, kind of let them. We fail to hold them accountable or really call them out on it.

Comparisons should be great for customers to find the right fit, but the truth is they don't work. Let me tell you why...

January is an inexplicably long month. 🕰 Perhaps it’s a kind of repercussion from taking a longer break over the “holiday period”, coupled with the long nights and cold, overcast days. Or maybe it’s just some psychobabble illusion that we’ve all bought into. Who knows! 🤷🏻‍♂️ For me, January&

A few weeks ago, I got the opportunity to chat with our customers and friends at Referral Rock [https://referralrock.com/], about all things referral marketing, customer success, and putting people first [https://blog.helpdocs.io/referrals-culture-and-putting-people-first/]. It was enlightening, and while I’m a

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

Over the past few weeks, I’d been preparing myself for my first ever webinar, in partnership with our friends at Gorgias. Sid from Gorgias came up with the idea of a webinar around scaling support during the holidays without hiring, and I agreed to deliver a part about creating

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