Tips, tutorials, and product updates from the team building better knowledge bases.
Introducing the HelpGuides blog — where we share product updates, documentation best practices, and tips for building better self-serve support.
Our support inbox was averaging 140+ tickets a week — a third of them the same five questions. Here's the system that finally fixed it.
A 12-person SaaS support team had 200+ articles and almost none of them matched what customers were actually asking. Three weeks later, tickets on their top five issues dropped by half. Here's the framework.
Your support queue is lying to you. Every ticket means your help content failed before the customer hit Submit. Here's the system that dropped ticket volume 40% on covered topics.
Zendesk wins for large structured organizations. Intercom wins for product-led SaaS. But if you're a lean team tired of unpredictable per-seat pricing, neither might be the right answer.
A practical guide to building task-focused software documentation that reduces support tickets, guides users through every step, and stays accurate as your product evolves.
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