Brayn Wills, Author at Knowledgebase Blog

Articles by Brayn Wills

Last modified: March 25, 2025

What Are the Top 10 Knowledge Management System Features?

In the age of information overload, it’s common to see employees and customers struggling to find the needed information. This leads to frustration, decreased productivity, and missed opportunities. But there’s a solution: a knowledge management system with features designed to tackle these challenges head-on. It captures, organizes, and shares an organization’s collective knowledge, making it...

Last modified: October 24, 2024

Knowledge Base Content Strategy for Top-Notch Customer Experience

Whether you already have a knowledge base for customer support or you are thinking of creating one, the big question that you are likely to face is: How should we create content that clicks with customers? What kind of content would actually help customers solve problems? That’s where a knowledge base content strategy comes to...

Last modified: October 24, 2024

Delight Your Customers With Real-Time Support

Time isn’t the main thing. It’s the only thing. – Miles Davis Real-Time – A word so overpowering, that if you combine it with anything – customer support, communication, or collaboration, it completely changes the meaning of the entire concept. Take, for instance, real-time customer support. Customer support is something various businesses are good at,...

Last modified: December 17, 2024

How to Create Software Documentation: Step-by-Step Guide

Knowing how to create software documentation is both an art and a science, as it serves as the bridge between complex software functionalities and their users. According to a Stack Overflow survey, 34.7% of developers said poor documentation represents one of the most significant challenges they face at work. Effective documentation solves these challenges, like...

Last modified: October 24, 2024

How to Create a Self-Service Help Center

Customer service has got a massive makeover in recent years. Calls and emails are a thing of an era gone by, as customer service today is all about customers helping themselves, and becoming self-reliant. Thanks to the influx of technological developments, customers have become so accustomed to getting everything in an instant, that the mere...

Last modified: January 15, 2025

How to Create a Technical Manual: Types, Benefits & Examples

Inefficiency, frustration, and lost time become common without a guiding resource like a technical manual. Technical manuals are designed to provide step-by-step instructions, troubleshooting guides, and best practices to enable users to utilize the full potential of your product or service. They reduce confusion and save time, ensuring users have the necessary resources to overcome...

Last modified: October 24, 2024

31 Important Customer Service Skills

To stay relevant and competitive in the market, simply focusing on customer happiness won’t suffice. Times are changing, and you need to move past customer happiness and take a step ahead by focusing your energies and channelizing your efforts towards customer delight. For achieving this, the first thing that comes to your mind is your...

Last modified: October 24, 2024

30 Customer Service Metrics & KPIs To Track in 2025

Customer service has become a major differentiator to gain an edge over the competition. Customer expectations of service quality are also on the rise, with more and more clients becoming intolerant with brands that fail to meet their expectations. In fact, 91% of dissatisfied customers leave brands without complaining, which means companies lose the opportunity...

Last modified: February 12, 2025

Top 10 Benefits of Knowledge Base for Your Organization

As a business owner, there might be hundreds of things in your mind. How to deliver the best-in-class support to customers and improve retention? How to make employees stick to your organization and become lifelong contributors to its growth? How to win customers, grow sales, and become the top brand the market has seen in...

Last modified: December 18, 2024

How to Create a Training Manual: Explore Types, Templates & Examples

When new employees are thrown into the deep end with no instructions, they struggle to navigate unfamiliar processes, tools, and expectations. This highlights the critical role of comprehensive training manuals in setting new hires up for success. Research shows that 76% of employees say they are more inclined to stay in a company if it...