Brayn Wills

I’ve seen countless knowledge bases make big promises but fall short in execution—leaving customers frustrated, questions unanswered, and support tickets piling up. It’s a recipe for disaster. But over the years, I’ve learned that the key to successful user experience lies in choosing the right self-service knowledge base software features.   With 61% of customers preferring...

Imagine you are in the office and need to find a specific policy, understand a benefits question, or troubleshoot a software issue. You’re met with… nothing. Or worse, a labyrinthine intranet that sends you down a rabbit hole.  Being in the self-service solutions domain for a decade now, I’ve seen firsthand the impact a poorly...

Over the years, I’ve seen dozens of user manuals that are more likely to gather dust than guide users.  Dense paragraphs and technical jargon leave many products unused or misunderstood. But it doesn’t have to be this way. Knowing how to choose a user manual software platform can be the first step in the right...

Modern organizations generate vast amounts of knowledge—emails, reports, customer interactions, and insights—yet much of it remains scattered or lost. Without effective enterprise knowledge management systems, this deluge can overwhelm employees, leading to inefficiencies and missed opportunities. Lacking a structured approach to manage this information results in employees spending excessive time searching for data, duplicating efforts,...