Brayn Wills

I used to think knowledge bases were just glorified FAQ pages. I thought I didn’t need them if I had a stellar support team. Oh, how wrong I was!   My “aha!” moment came when I was desperately searching for a solution to a software glitch at 2 AM, with no support agent in sight. Stumbling...

Are customers frustrated and agents overwhelmed, despite your self-service efforts?  The right external knowledge base software features can make all the difference.  An external knowledge base acts as a self-service hub, providing customers with readily available answers, troubleshooting guides, and tutorials, empowering them to find solutions independently.  In this blog, we’ll explore the essential features...

Would you read in a library where books are scattered all over the floor? Maybe not, because finding the book you need would take forever. Similarly, an unorganized knowledge hub designed without following knowledge base best practices can leave users feeling lost. But why should you follow these best practices? A well-crafted knowledge base effortlessly...

Running a retail business isn’t just about selling products—it’s about delivering seamless customer experiences, efficient operations, and empowered teams. However, managing product details, training employees, and ensuring consistent communication can be a nightmare due to mismanagement, frustrated staff, and dissatisfied customers.  At this point, a robust knowledge management system in the retail industry can bring...

No company wants to have frustrated customers or employees wasting time searching for help docs or troubleshooting guides they can’t find. A centralized information hub, like a knowledge base, can address this worry. An extensive knowledge base provides readily available answers, empowers users with self-service support, and streamlines knowledge-sharing across your organization. We will demonstrate...

A knowledge base where users get lost due to disorganized information, broken links, and outdated content becomes a source of frustration instead of empowering them with self-service.  This highlights the importance of avoiding knowledge base implementation mistakes. A successful knowledge base implementation empowers customers to find answers quickly, reduces support costs, and enhances overall customer...

What would be the result of building a house with the wrong tools? A leaky roof or unstable foundations.  Similarly, embracing knowledge management without knowing how to choose knowledge base software can confuse users rather than help them. A knowledge base acts as a centralized repository of information, empowering users with self-service support and streamlining...

What if your customers found answers instantly, your employees had one reliable source for company information, and your support team focused on solving complex issues instead of repetitive queries? With the right type of knowledge base, all this becomes achievable. The two primary options—SaaS and open-source knowledge base software—help you create comprehensive knowledge bases, empower...

How long can a skyscraper last without a solid foundation? Not long before crumbling under its weight.  Similarly, a robust knowledge management framework is needed to support your efforts and ensure long-term success in knowledge management. It provides a structured approach to capturing, organizing, sharing, and utilizing your organization’s collective knowledge. It acts as a...