Brayn Wills

Author

Brayn Wills

Expert Writer |

Brayn Wills is an experienced writer passionate about customer service and relationship building. His expertise encompasses help desk management, customer communication, AI chatbots, knowledge management, lead generation, and more. Brayn provides practical strategies to enhance customer satisfaction and drive business growth. His work has been published in publications like GetFeedback, CustomerThink, and Apruve.

Articles by Brayn Wills

Last modified: February 17, 2025

How to Choose the Right Knowledge Base Software: Top Features to Consider

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...
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Last modified: February 12, 2025

What is Open Source Knowledge Base Software? Benefits, Differences & Top Tools

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...
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Last modified: February 5, 2025

What Is a Knowledge Management Framework: Benefits & Components

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...
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Last modified: February 12, 2025

What Is a SaaS Knowledge Base? Key Benefits, Best Platforms, and Examples

Seeking instant solutions to keep customers delighted?                             That’s exactly what a SaaS knowledge base provides—quick access to FAQs, how-to guides, troubleshooting tips, and more. With these resources in one place, customers can find answers independently, improving their experience and lightening your team’s workload. For SaaS companies, this is a win-win situation: happier, self-sufficient customers and...
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Last modified: February 3, 2025

What Is a Knowledge Management System: Exploring the Top 5 Examples

What if you could unlock a 40% productivity boost? Sounds incredible, right? Well, 74% of organizations report this after implementing a knowledge management system! A smooth flow of information is no longer a luxury but a necessity, and the right knowledge management system can transform how your team collaborates.  Whether you’re storing key documents or...
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Last modified: January 22, 2025

What Is Document Version Control & How Does it Work: Guide with Top Tools

We’ve all been in the confusing maze of “Final_v2,” “Final_Final,” and “Really_Final_This_Time” documents. Or worse, accidentally overwriting someone else’s crucial edits.  This is where document version control saves the day!  It allows you to track changes, revert to previous versions, and collaborate seamlessly without the fear of losing critical information.  In this blog, we will...
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Last modified: January 22, 2025

What Is the Role of Knowledge Management in Manufacturing?

For manufacturing businesses, staying competitive isn’t just about having the best machinery or the most efficient processes—it’s also about managing knowledge effectively. From designing innovative products to optimizing supply chains, knowledge management in manufacturing can drive significant improvements in productivity, quality, and innovation. Instead of vital information being scattered across emails or locked in the...
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Last modified: January 22, 2025

What Is the Role of Knowledge Management in Finance?

Knowledge is the most valuable currency in the finance world, but when that knowledge is scattered across spreadsheets, buried in email chains, or locked away in the minds of individual employees, missed opportunities and costly errors creep in. Knowledge management in finance helps transform the way financial institutions operate. By systematically capturing, organizing, and sharing...
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Last modified: January 17, 2025

What Are Knowledge Management Metrics? 14 Metrics to Measure in 2025

Would you drive a car without a speedometer or fuel gauge? No, right? Because you wouldn’t know how fast you’re going or how much fuel you have left.  Similarly, managing knowledge without tracking key knowledge management metrics can leave you feeling lost and unsure of your progress. Knowledge management metrics provide valuable insights into the...
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Last modified: January 17, 2025

What Is Legal Knowledge Management: Importance & Essential Components

Did you know that lawyers spend only 2.3 hours (29% of an 8-hour workday) on billable tasks?  This happens when legal expertise is scattered across countless emails, documents, and individual lawyers’ minds. Efficient legal knowledge management (LKM) can help tackle this. LKM helps capture, organize, store, and share legal knowledge to improve efficiency, consistency, and...
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