Jarratt Isted

How to Write Knowledge Base Articles Customers Can Actually Understand

Jarratt Isted on

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 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. 🎁 Ironically, many knowledge base articles are more complicated than the product itself. This leads to baffled customers and no reduction in support ticket volume—...

Jake Peters

HelpDocs Now Supports Internal Docs

Jake Peters on

We've been building HelpDocs for just over 6 months now. We get dozens of feature requests each day, and one of the most common by far is internal docs. In fact, some of our users have been using HelpDocs internally since the start. They've hacked it into their workflows, and made it work for them. I wasn't exactly eager to add internal docs to the platform. Mostly because I thought it would confuse things. And after all, isn't that what Confluence / Google Docs / is for? Turns out people were looking for another way. An easy, lightweight, way to share information...

Jake Peters

Create Better Knowledge Base Articles by Using the Magic of GIFs

Jake Peters on

Customer support has evolved in recent times. People want to serve themselves, rather than fill out a form to get in touch. When was the last time you phoned a company to get in touch with their customer support? I’m sure it was far too recently. While live chat is making a positive difference for startups like us, big brands still rely heavily on freephone schemes which require massive call centers and a ton of money. Their customer support is broken because the thoughts of long telephone calls with operators make millennials like me squirm. These days, people have...

Jake Peters

Why Technical Founders Need to Conquer Customer Support

Jake Peters on

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 feels. There’s always a ton of work to be done, and always too few people to do it. Now we’re 6 months in, we’ve grown as a company. Our revenue’s grown. Our customer base has grown. The amount of admin we have to do’s grown....