Brayn Wills

Creating software documentation is a laborious task requiring technical expertise, good writing skills, and in-depth product knowledge.  The hard work that goes into the process is justifiable, given the innumerable benefits software documentation brings to your business.  From making customers’ journey with your product less overwhelming to guiding developers through the software development process –...

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...

Uncompleted tasks and frustrated customers become a common sight 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 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...

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...

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...

Declining employee productivity and increasing turnover rates are two of the major concerns of businesses today.  Creating a training manual is a practical solution that can give you a respite from several workplace-related problems. It helps create a culture of continuous learning by making training resources and business information available for employees right at their...

Email usage in customer service is still rampant despite the emergence of self-service platforms, live chat, and social media. The influx of technology disrupted the email culture, but only to an extent, as it has not yet been wiped out completely. People take time to embrace and accept the shift, especially those who are extremely...

So before we jump on to digital customer service, lets first decode what ‘Digital’ exactly means. When I asked this question to my colleagues, each of them had cooked a different definition based on their perceptions and experiences.  I won’t say they were incorrect. Instead, the definitions were both similar and different in various ways. ...

Customer service can be challenging. Imagine dealing with customers from diverse backgrounds, being patient with an angry customer, or handling multiple customer chats simultaneously. But guess what? It doesn’t have to be, thanks to customer service training manuals, which provide in-depth guidance, strategies, and techniques to help you and your employees excel in customer service...