Brayn Wills, Author at Knowledgebase Blog

Articles by Brayn Wills

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: September 12, 2025

How to Use a Knowledge Base for Employee Onboarding 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: September 4, 2025

Customer Onboarding Guide: Drive Adoption & Long-Term Loyalty

Customer onboarding isn’t just the first chapter of your client’s journey; it’s the entire foundation of their trust, adoption, and long-term loyalty. Over my 15+ years in customer service, I’ve seen businesses spend millions on acquiring customers, only to lose them within weeks because the onboarding process was clunky, unclear, or downright frustrating. The truth...

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...

Last modified: July 24, 2025

Knowledge Management System Guide: Your Key to Centralized Information

Knowledge is an organization’s most powerful asset until it’s buried in inboxes, isolated in team silos, or lost with departing employees. With a decade of working in customer service and knowledge management, I’ve seen how a knowledge management system (KMS) helps transform this scattered information into a centralized, easily accessible knowledge hub, empowering employees to...

Last modified: September 12, 2025

10 Best Guru Alternatives & Competitors for 2025: Buying Guide

Guru is a cloud-supported knowledge management tool that centralizes all your business information to make work easier for your employees. As an internal wiki tool, Guru facilitates easy information access for your employees, automates new hire onboarding, and streamlines internal communication. While it might seem like the best knowledge base tool, it takes an expert’s...

Last modified: October 6, 2025

Top 10 Notion Alternatives & Competitors in 2025

Notion is an excellent productivity and knowledge management tool that’s been making waves in recent years. The all-in-one workspace offers a lot of functionality to make your team members’ life easy. However, when it comes to businesses with some specific requirements, Notion fails to deliver as it has some downsides like sluggishness and unreliable offline...

Last modified: October 24, 2024

Top 10 Slite Alternatives for 2025

There is a lot of buzz around Slite – a collaborative knowledge-sharing tool designed for internal teams. Despite its popularity, why are so many businesses looking for Slite alternatives? Well, truth be told, Slite looks like a great tool to have for efficient teams and streamlined processes, it has its share of demerits too. While...