Keep your help centre alive. Not archived.
HelpSquad builds and maintains the help centre, SOPs, and agent scripts behind your support operation. Articles stay current with your product, agents pull from the same source, and AI tooling gets accurate answers to retrieve. Stop treating docs as a side project.
Documentation that actually deflects tickets.
Four layers of work wrapped into one managed service.
Build the help centre from scratch.
We audit your product, support tickets, and SOPs, then write clean, searchable articles that answer the questions your customers actually ask.
Keep it alive.
When your product changes, the docs change. No more outdated help articles sending customers to dead links. Ongoing maintenance keeps the knowledge base current.
Feed AI and human agents the same source.
AI agents and live agents both pull from one knowledge base, so answers stay consistent across chat, email, phone, and self-service.
Track what's working.
Monthly reports on article views, deflection rates, and search gaps. We edit where it matters and retire what nobody reads.
More than help-centre articles.
Your help centre platform. Our team.
We write and maintain docs natively in your existing platform. No migration required.
What clients say about working with us.
Having a real person in the live chat is what we were looking for. HelpSquad has provided us with a good business model and support over the past 3 years.
The price is excellent for the quality of the service. Agents and coaches learn quickly and give customers an authentic experience with our brand.
Within the first 3 months we expanded our hours of active guest communication by about 25% and achieved record quality-control scores, while delivering approximately 33% labor cost savings.
They handle all of our live support 24x7x365. Awesome customer service.
They are a professional team who has always proven themselves trustworthy and beneficial to our support staff.
It's like having someone there 24/7 to answer questions.
Agents learn how to answer the top questions prospects ask, custom to YOUR business.
Good communication between company and customer.
Answers before you ask.
What is knowledge base management as a service?
A managed service where HelpSquad writes, maintains, and optimises your help centre, SOPs, and agent scripts on an ongoing basis. You stop treating documentation as a quarterly project and start getting a help centre that's always current - which cuts ticket volume, speeds up agent response times, and feeds AI tools accurate source material.
Why should I outsource knowledge base management?
In-house teams rarely have time to maintain documentation - it gets deprioritised every sprint. Outsourcing to specialists means your help centre stays current without stealing time from product or support leads. You also get writers who know how to structure articles for findability and AI retrieval.
What tools do you work with?
Zendesk Guide, Intercom Articles, HelpScout Docs, Freshdesk, HubSpot, Notion, Confluence, GitBook, and most custom help centres. If you use something unusual, we train on it.
Can this feed an AI chatbot or agent assist tool?
Yes. A well-structured knowledge base is the single biggest accuracy lever for AI tooling. We structure articles for retrieval, tag them with the right metadata, and make sure the AI and human agents pull from the same source of truth.
How do you prioritise what to write?
Ticket deflection analysis. We look at your top ticket categories, search terms that return no results, and customer friction points. Articles are written in order of impact - not alphabetically.
How often is content updated?
Rolling maintenance - articles are reviewed on a cadence and updated when product changes, new features ship, or support tickets reveal a gap. Monthly reports show what was added, edited, or retired.
What does it cost?
Billed hourly from $8/hour for research and documentation work. Team-lead-driven engagements are custom-priced based on scope. No setup fees, no long-term contracts.
How long does it take to stand up a help centre from scratch?
About 4-8 weeks for an initial 30-50 article launch, depending on your product complexity and source material quality. After launch it transitions to ongoing maintenance.
What clients say on Clutch.
Unfiltered, third-party-verified reviews pulled live from our Clutch profile.
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Offload the help centre to people who love writing them.
A 30-minute call. We'll audit your current docs, scope the maintenance cadence, and tell you honestly if we are a fit.