“The customer is always right”. Yeah, and they’re super demanding too. According to Harvard Business Review [https://hbr.org/2010/07/stop-trying-to-delight-your-customers], 65% of customers want their problem resolved in the first try. And, over 60% of customers believe that knowledgeable employees is crucial to providing good customer service.

Customer support has always been a bit of a necessary evil for companies. Nobody wants to spend money on support, but without support would you have any customers? I doubt it. With the rise of live chat, it's even harder for support reps to deliver good responses, in

If you're a startup, keeping up with product updates is exhausting. You're likely pushing new code each week, which means your product is changing every week. Keeping a knowledge base updated is pretty much a marathon with the finishing line moving away from you every step.

Check out these tools to make your knowledge base more visually appealing.

It seems like customer onboarding is a never ending rabbit hole of options. It's difficult to tell what's working and what's not. There are so many things to tweak, the job's never over. Add a small copy change to your signup form

Writing a knowledge base article is a surprisingly difficult task. How can you keep the language simple and clear? How do you get across the information without making your customers fall asleep? 😴 Good news is you don't need to take a class in technical writing. In fact, the

At HelpDocs we’re kinda great at customer support. If you’ve ever sent us a support request (or just a hello) you’ll have seen this yourself. Almost all our chats are replied to within 30 waking minutes. Usually way quicker. It’s safe to say our customers love

At Front [https://frontapp.com/], we’re passionate about helping companies communicate better. Thousands of teams use Front’s shared inbox platform for customer support that feels friendly and personal, with the powerful features of a help desk working behind the scenes. With Front powering great support teams around the

"Hello Jarratt", a faceless agent from Acme Corp Customer Support replied in an email thread. "Thank you for providing that information and for working with us through the troubleshooting process". Once again, there I was dealing with a large company and their inadequate customer support. Ticket

We've been putting off building an onboarding sequence for a little while now, mainly because we were worried it would be a gigantic time-sink. There are loads of ways to optimize onboarding email sequences and it can easily get out of hand. 🙁 What should we include to engage

Taking a step back from your computer can give you valuable insights into how to run your startup. Despite running a SaaS business that’s completely online, we think it’s important to change things up once in a while. When someone we both know told us they were setting

Here's how to increase education with the power of GIFs.

We all know it's not easy to be a product manager — juggling between your customers' requests, keeping your team's morale high and creating an amazing product along the way. But the hardest of all? Figuring out which features should you build next. Should you listen

As my cofounder and I were just about to board a flight back to London from Toronto, we were told to wait aside at the desk after our boarding passes were scanned. Something had gone wrong with our check-in process and we were left to stand there awkwardly while our

Let’s turn back the clock to 1941. In Nebraska, US, there’s a boy who’s eleven years old. His father owns a stockbrokerage, which he frequently visits to chalk on prices on the office blackboard. Whilst very young to be making any sort of investment, this young boy

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 sucks a lot of the time, and when it doesn’t you still have to grind away.

Photo credit: coachlibrary.tv [http://www.coachlibrary.tv/wp-content/uploads/2010/12/Jim_Rohn_Coach_Library.jpg] What can make a good product manager great? Sometimes the answer is as common as ever: interpersonal skills, efficient frameworks, and a clear product vision. Other times a competitive advantage of a product

When we launched HelpDocs earlier this year there were just the two of us. We ran everything. Product, sales, marketing, support, legal. You name it, we ran it. That’s pretty much the norm for self-funded startups like ours. If you’ve run one, you’ll know exactly how it

I’ve met a ton of startup founders this year, and I’ve learned a few things about how they tick. One interesting trait that they’ve all had in common is obsession. All founders are obsessed with something. The worst are obsessed with material things. Money. Fame. Stuff. To

In the past, I’ve found myself signing up for a product trials based on the software’s website. I love buying software. 🙊 In most cases, the website explains the benefits, and when you get onboard you totally understand why you need the product. It’s clear. The product is

If you run a startup, I’m guessing you have a public knowledge base. Maybe you call it a support site, or self-service helpdesk, but some way of letting your customers help themselves. But do you remember why you have it? And do you care? If you don’t, you’