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Guides, insights, and best practices for building and scaling your knowledge base.

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Spring Cleaning: The Ultimate Guide to Running a Knowledge Base Audit

Getting your Knowledge Base sparkling can be a lot of work, especially without direction. This guide will help you implement a robust auditing system.

Latest

Getting Generic Drafts? Here’s How to Write AI Prompts for Knowledge Base Articles

Getting Generic Drafts? Here’s How to Write AI Prompts for Knowledge Base Articles

Learn AI prompt engineering for documentation that actually works! Get copy-paste templates to create better help article drafts faster.

https://blog.helpdocs.io/ai-knowledge-base-prompts/
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Catching Rays & Crushing Queries: Your Knowledge Base's Summer Playbook

Catching Rays & Crushing Queries: Your Knowledge Base's Summer Playbook

Soaking up the sun this summer? ☀️ Your tech users are too, and their search habits are shifting! Discover how to leverage your knowledge base for seasonal support and prepare for autumn releases with insights from our latest report.

https://blog.helpdocs.io/knowledge-bases-summer-playbook/
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Documentation as a Product: Treating Help Content Like a Core Feature

Documentation as a Product: Treating Help Content Like a Core Feature

Transform your help documentation from an afterthought to a product feature. Learn design, metrics & strategy for documentation that wows users and cuts support tickets.

https://blog.helpdocs.io/documentation-as-a-product/
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How RAG is Changing Knowledge Base Search

How RAG is Changing Knowledge Base Search

Discover how RAG technology transforms knowledge base search from "here are some articles" to "here's your exact answer." Learn why this AI approach creates better self-service experiences without rebuilding your content.

https://blog.helpdocs.io/rag-knowledge-base/
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Behind the Feature: Designing Ask AI

Behind the Feature: Designing Ask AI

Peek 'Behind the Feature'! HelpDocs Co-Founder, River, shares the design journey, key decisions, and challenges that brought our smarter Ask AI for knowledge bases to life.

https://blog.helpdocs.io/behind-the-feature-designing-ask-ai/
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Predictive Support: How AI Will Transform Customer Help in the Next Decade

Predictive Support: How AI Will Transform Customer Help in the Next Decade

What if support found you before the problem? Dive into predictive customer support, AI's role, and how a great knowledge base makes the future of service anticipatory.

https://blog.helpdocs.io/predictive-support/
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Getting started

New to Knowledge Bases? Take a look at our curated guides below to get from zero to help hero.

Our Top Tips for Creating Reusable Clips for Your Knowledge Base

Our Top Tips for Creating Reusable Clips for Your Knowledge Base

Discover how to keep your content Clips updated and engaging! Explore tips and examples that enhance team collaboration and streamline workflows. Your resources deserve it!

https://blog.helpdocs.io/top-tips-for-clips/
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Should You Include Best Practices in Your Knowledge Base?

Should You Include Best Practices in Your Knowledge Base?

Learn about the advantages and disadvantages of incorporating best practices in your help documentation. Discover how you can guide your users to reach their 'aha' moment.

https://blog.helpdocs.io/should-you-include-best-practices-in-your-knowledge-base/
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How to Meet Your Customer Service SLAs With a Knowledge Base

How to Meet Your Customer Service SLAs With a Knowledge Base

Customer support service-level agreements can benefit everyone, but it can be tricky to keep to the targets. Here's how to use your Knowledge Base to meet your metrics.

https://blog.helpdocs.io/knowledge-base-customer-service-sla/
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The Ultimate Guide to Creating Your First Knowledge Base Article

The Ultimate Guide to Creating Your First Knowledge Base Article

Creating your first Knowledge Base article can feel like a giant hurdle. Have no fear—we're here to help you get started. Read on to learn how to go from zero to KB hero.

https://blog.helpdocs.io/the-ultimate-guide-to-creating-your-first-knowledge-base-article/
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How to Integrate Your Knowledge Base and eCommerce Storefront

How to Integrate Your Knowledge Base and eCommerce Storefront

eCommerce is tough and the support can be overwhelming. Carry on being consumer-centric without having to sacrifice your support team by better integrating your Knowledge Base.

https://blog.helpdocs.io/how-to-integrate-your-knowledge-base-and-ecommerce-storefront/
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A Guide to Creating Your First SaaS Knowledge Base

A Guide to Creating Your First SaaS Knowledge Base

Creating your first Knowledge Base for your SaaS company? It can be tricky, but with these tips & tricks you'll be well on your way to creating stellar self-serve support.

https://blog.helpdocs.io/a-guide-to-setting-up-a-saas-knowledge-base/
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How to Start Understanding Your Knowledge Base Analytics

How to Start Understanding Your Knowledge Base Analytics

Learn how to start reading analytics and go from understanding whether traffic is going up or down to answering real questions.

https://blog.helpdocs.io/understand-knowledge-base-analytics/
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Customer service

Customer service is an art. We discuss tips & tricks on how to increase customer happiness.

Breaking the Script: Why Customer Support Needs to Ditch Insincere Language

Breaking the Script: Why Customer Support Needs to Ditch Insincere Language

How often do you hear the phrase "we apologize" before getting fed up? Empathy is vital in customer service. Let's improve our support and be more genuine when replying.

https://blog.helpdocs.io/breaking-the-script-why-customer-support-needs-to-ditch-insincere-language/
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Enhancing Connections Between Your Support Tickets and Knowledge Base

Enhancing Connections Between Your Support Tickets and Knowledge Base

Aviation is built on connections—and your support tickets should be too. Loop in your task management and Knowledge Base software to create a truly connect support experience.

https://blog.helpdocs.io/enhancing-connections-between-your-support-tickets-and-knowledge-base/
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A Guide to Omnichannel Support for Self-Serve Success

A Guide to Omnichannel Support for Self-Serve Success

Stay ahead with a robust omnichannel support platform. Discover practical steps to integrate your Knowledge Base and ensure seamless customer interactions to maintain stellar support.

https://blog.helpdocs.io/a-guide-to-omnichannel-support-for-self-serve-success/
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Calming the Noise of Support Tools

Calming the Noise of Support Tools

Chasing after the next big support tool is exhausting. I think it's time we stepped back to assess what we need rather than what we want.

https://blog.helpdocs.io/calming-the-noise-of-support-tools/
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Embracing Fluid Self-Service in Customer Support

Embracing Fluid Self-Service in Customer Support

Nowadays, reaching out for troubleshooting can feel like a lonely endeavour. In this blog post, we discuss how to intertwine self-serve support with one-on-one human support.

https://blog.helpdocs.io/embracing-fluid-self-service-in-customer-support/
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Why SaaS Companies Should Invest in a Knowledge Base

Why SaaS Companies Should Invest in a Knowledge Base

SaaS companies need to have a great support stack to keep customers happy. Here's how a Knowledge Base fits in and why you should keep an eye on it.

https://blog.helpdocs.io/invest-in-saas-knowledge-base/
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Knowledge Bases in Incident Communication: A Guide for Support Teams

Knowledge Bases in Incident Communication: A Guide for Support Teams

Downtime happens. What you do when it does is what counts. In this post, we'll explore how your Knowledge Base can help smooth the stressful experience for both teammates and customers.

https://blog.helpdocs.io/knowledge-bases-in-incident-communication-a-guide-for-support-teams/
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Pro best practices

Dabbled in Knowledge Bases already? Take it to the next level with collection for advanced users.

Privacy Matters: How to Craft a Secure and Ethical Knowledge Base

Privacy Matters: How to Craft a Secure and Ethical Knowledge Base

Privacy is an important topic, and being careful with user data extends to your Knowledge Base. Here's what and how to consider people's data for your home of help.

https://blog.helpdocs.io/privacy-and-security-knowledge-base/
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Our Guide to Unlocking Key Insights Inside Your Knowledge Base with Analytics Filters

Our Guide to Unlocking Key Insights Inside Your Knowledge Base with Analytics Filters

Analytics are great, but how do you uncover insights inside your Knowledge Base? With the help of filtering, you can find the answers to the questions you're looking for! All it takes is a bit of practice.

https://blog.helpdocs.io/unlocking-key-insights-inside-your-knowledge-base-with-analytics-filters/
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How to Segment Your Knowledge Base for Different Audiences

How to Segment Your Knowledge Base for Different Audiences

Want to unlock extra functionality for your Knowledge Base? Use segmenting to show different content to different people. Here's how.

https://blog.helpdocs.io/how-to-segment-your-knowledge-base-for-different-audiences/
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Should You Include Videos Inside Your Knowledge Base Articles?

Should You Include Videos Inside Your Knowledge Base Articles?

Videos take time and money to create, so are they worth the investment inside of your Knowledge Base articles?

https://blog.helpdocs.io/knowledge-base-articles-with-video/
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Workflow wizardry

Whether it be customer support or Knowledge Bases, speed up your workflow with our top tips.

Helping Users Succeed: My Journey to Creating a Quick Start Guide

Helping Users Succeed: My Journey to Creating a Quick Start Guide

Struggling with user activation? I finally created a Quick Start help article, and it transformed our onboarding! Learn how I built it, what I included, and how you can create one to help your users succeed faster.

https://blog.helpdocs.io/how-i-created-our-quickstart-guide/
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Our Guide to Using AI for Your Knowledge Base

Our Guide to Using AI for Your Knowledge Base

Simplify your Knowledge Base with the power of AI! Discover how tools like HelpDocs AI can streamline workflows, boost productivity, and free your team to focus on creating meaningful, customer-focused documentation.

https://blog.helpdocs.io/ai-knowledge-base/
🌟 Exclusive for Customers
How to Build Documentation into Your Employee Onboarding Flow

How to Build Documentation into Your Employee Onboarding Flow

Learn how to give your new hires the best experience by giving them the employee onboarding documentation they deserve.

https://blog.helpdocs.io/employee-onboarding-documentation/
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Playback

On-demand videos you can watch anytime to become an expert at HelpDocs.

HelpDocs AI Walkthrough

HelpDocs AI Walkthrough

Learn how to use and get the most out of HelpDocs AI and start streamlining your documentation workflow.

https://vimeo.com/showcase/11447807?share=copy
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The HelpDocs Guide to User Research (for your Knowledge Base) ✨

The HelpDocs Guide to User Research (for your Knowledge Base) ✨

What's involved in user research for your Knowledge Base? Here's our quick video overview #BookmarkedBites

https://vimeo.com/manage/videos/943258437
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Machine vs. Manual Translations

Machine vs. Manual Translations

Discover the pros and cons of both machine and manual translations for your Knowledge Base. Is it better to invest in accurate translations or publish quickly?

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Knowledge Base Basics

Knowledge Base Basics

By the end of this course, you're going to have a good idea of what a Knowledge Base is. You'll learn how to choose the right Knowledge Base for you and how to provide an awesome customer experience 🚀

https://courses.helpdocs.io/category/63fx04gaf4-knowledge-base-basics
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HelpDocs Fundamentals

HelpDocs Fundamentals

Get a detailed on-demand overview of what HelpDocs is, how it works, and how to get the most out of the platform in our Fundamentals playlist.

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Getting Started with Customization

Getting Started with Customization

In this intermediate course, you'll learn some simple ways to customize a HelpDocs template and make it suit your brand. We cover everything from basic CSS tweaks through to switching out template sections.

https://courses.helpdocs.io/category/je3wmerix6-customization
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Guides

Our guides give you in-depth insight into starting, running, and maintaining your self-serve help.

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Auditing Your Knowledge Base

Getting your Knowledge Base sparkling can be a lot of work, especially without direction. This guide will help you implement a robust auditing system.

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Using AI for Your Knowledge Base

Simplify your Knowledge Base with the power of AI! Discover how tools like HelpDocs AI can streamline workflows, boost productivity, and free your team to focus on creating meaningful, customer-focused documentation

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Ship & Sync: Keeping Your Knowledge Base Updated Alongside Your SaaS Product

You've got a great SaaS product but how do you keep your knowledge base accurate when you update it? In this guide we'll go through some strategies you can use as a customer support person, engineer, and product manager.

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Delivering Outstanding Customer Support

A walkthrough common questions, debates, and best practices on how to deliver exceptional customer support. Great if you work in customer support yourself.

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What Is Knowledge Base Software?

What is knowledge base software? How do you pick the right software for you? Learn this and more in this whitepaper.

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Creating a Knowledge Base from Scratch

Learn how to scale your support with a knowledge base and how to get it off the ground.