Brayn Wills, Author at Knowledgebase Blog

Articles by Brayn Wills

Last modified: September 19, 2025

How to Write an SOP That Simplifies Workflows: 2025 Guide

Learning how to write an SOP (Standard Operating Procedure) isn’t about producing a stack of formal documents; it’s about turning chaotic, inconsistent processes into clear, repeatable steps that anyone on your team can follow. I’ve also noticed that companies often underestimate the role of SOPs until a small error snowballs into wasted hours, missed deadlines,...

Last modified: May 13, 2025

Guide to Customer Service Knowledge Base: Best Practices, Examples & Top 5 Tools

Did you know that 70% of customers prefer to use a company’s website to get answers to their questions rather than use phone or email? A customer service knowledge base can enable this by providing easy access to information 24/7. A Customer Service Knowledge Base addresses challenges like reducing the volume of repetitive inquiries, improving...

Last modified: February 20, 2025

How to Build a Knowledge-Sharing Culture for Improved Productivity

In the information-intensive business world, the one thing that can give you a competitive edge is – knowledge. When leveraged right, knowledge has the power to spark innovation, boost collaboration, and achieve peak productivity levels. However, most organizations today face the daunting challenge of scattered information and knowledge hoarding. These are the silent problems that...

Last modified: November 7, 2025

10 Best User Manual Software Tools for 2025: Improve Product Usage & Adoption

Let’s admit it: a product, no matter how innovative, falters without clear guidance. I’ve witnessed the frustration when users abandon perfectly good tools simply because “getting started” felt like cracking a secret code. This challenge underscores why selecting the right user manual software isn’t just a preference, but a strategic necessity. User manuals can transform...

Last modified: October 23, 2024

Customer Support Funnel – How to Build and Optimize

It is common for customer-facing departments like Marketing and Sales to base their strategies and decisions on a well-designed funnel. But, does your job end there? What about the time when a lead finally converts into a customer? That’s when you need a customer support funnel. While the marketing and sales funnel guides prospects to...

Last modified: September 12, 2025

Types of Customer Service: How to Choose the Best for You

Customer service – these two simple words rule the business landscape today. A small setup or an established business – there is only one thing that can guarantee long-term survival and success: the quality of the service and experiences you provide. While it appears straightforward on the surface, the reality reveals a different side of...

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: May 13, 2025

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: September 11, 2025

How to Create a Policy and Procedure Manual for Streamlined Processes

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...