Jarratt Isted

Spring Product Updates

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Just under a year ago, my cofounder and I set out on a missionā€”to create a knowledge base that worked and looked great out-the-box. It's coming up to HelpDocs' first anniversary and I'm extremely proud of how far we've come. While I'll happily admit made some mistakes, we've managed to create a product worth paying for and we're stoked to serve our awesome collection of customers from around the world. Customers who've created awesome eCommerce stores, fintech software, education products, business apps, and much, much more. I'm super excited to release the awesome stuff we've got in the pipeline...

Jarratt Isted

How to Write Knowledge Base Articles Customers Can Actually Understand

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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? šŸ˜“ Good news is you don't need to take a class in technical writing. In fact, the less you know about the subject the better. Looking for an easy-to-use knowledge base that looks great out the box? Give HelpDocs a try for 14 days, free. šŸŽ Ironically, many knowledge base articles are more complicated than the product itself. This leads to baffled customers and no reduction in support ticket volumeā€”...

Jarratt Isted

How We Developed Integrations to Kickstart our Early Stage Growth

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As soon as we beamed our product down to customers we were on a race. A race to grow from nothing to something. Starting at $0 is painful. We knew we'd have to work incredibly hard to get anything and figuring out how to grow is just part of the journey. When we first released HelpDocs back in June, we were as clueless as everyone else when they get started. Our first experimentā€”putting money into Adwords. I'm still surprised that we were able to get our first 2 paying customers within the month. Not a bad start, but a...

Jarratt Isted

Moving Past the Ticket Number: Having Conversations with Customers

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"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 593571. Poor customer support bothers me. It bothers me because it's not difficult to be amazing at it. We're all naturally talented at being human. It's the one thing we're all great at. So what's with the canned responses? And the lack of conversation? And the desire for everyone to close their tickets as...