Brayn Wills, Author at Knowledgebase Blog

Articles by Brayn Wills

Last modified: October 24, 2024

How to Create Product Requirements Documentation

The market is replete with products of all kinds, each claiming to be better than the other. In such a scenario, where competition is intense and winning customers is hard, how do you create a unique product that gives you a definite edge over what your competitors are selling? The answer lies in doing the...

Last modified: October 24, 2024

What is Knowledge-Centered Support (KCS): A Complete Guide

Successful customer support requires a lot more than just hiring the right team. With customer expectations mounting to new heights and agents’ workload increasing by equal measure, customer support is becoming a rough terrain laden with numerous challenges. But, as they say, every problem has a solution. Knowledge-centered support (KCS) can give you a competitive...

Last modified: October 24, 2024

Top 10 Help Scout Alternatives for 2025

Are you searching for the best Help Scout alternatives that can meet your knowledge base requirements? If yes, you’ve come to the right place! Help Scout is undoubtedly a great customer service tool that offers ticketing as a core service and also supports other offerings, including chat, knowledge base, and in-app messaging. But, if you...

Last modified: March 5, 2025

How to Create a Policy & Procedure Manual: The Complete Guide

A ship sailing without a map or compass will most likely get lost, encounter unexpected storms, and drift off course. To avoid this in the business world, companies create a policy and procedure manual to provide clear guidelines and keep everyone on the same page. Without a policy and procedure manual, organizations can encounter challenges...

Last modified: October 24, 2024

Customer Self-Service Portal: The Present & Future of Customer Support

Suppose you are facing an issue with your credit card and want an urgent solution. Would you walk up to the bank, call customer care to wait for hours, or email their support team only to get a response two days later? The answer is clearly a No! You would rather expect to find an...

Last modified: December 9, 2024

Automated Customer Service: Take Your Customer Support to the Next Level

Every second that customers wait for your response, takes them closer to a faster, better competitor. This is a huge price to pay for delayed responses and less-than-perfect experiences. But, your agents can only do so much. Calls, emails, tickets coming from all directions, every minute and every single day, can drive agents bonkers. They...

Last modified: October 24, 2024

Guide to SaaS Customer Support: Best Practices & Examples

No matter how good your SaaS product is or how much you’ve spent on promoting it, if you fail to provide delightful SaaS customer support, you fail your customers, too! The industry has grown 500% in the last seven years, pushing businesses to prioritize product development and customer support. So, how do you navigate this...

Last modified: October 24, 2024

Employee Onboarding: How to Use Your Knowledge Base Effectively

Did you ever imagine walking into the office on your first day at work and getting to know the key players from your team over doughnuts and coffee? Well, that’s how the onboarding program at Zumper goes. Google leads the way when it comes to innovative onboarding programs and naturally excels at making employees feel...

Last modified: October 24, 2024

Customer Onboarding Guide: Steps, Best Practices and Examples

Last modified: October 24, 2024

What Is Customer Portal Software and Why Is It Important?

From the smallest of startups to the largest of enterprises, there is only one thing that can guarantee consistent growth and success, and that is customer experience. Even with rapid technological advancements, many businesses are still stuck in cracking the code to customer happiness. What makes customers tick? What is the formula to win their...