Brayn Wills

Customer support agents in any organization are the most stressed out. They continuously have to deal with customer requests and maintain the same level of enthusiasm throughout the day, right from the first call when they come to office till the last one. This is because they are the face of any business and hence,...

Customers today seek instant gratification and the best way to provide this is through a self-service knowledge base. The Do-It-Yourself approach is gaining wide popularity with customers preferring to solve queries on their own, without reaching out to support staff. They don’t want to wait for their turn to talk, which is time-consuming and frustrating....

A few years ago, my parents paid frequent visits to offices of travel agents to finalize our annual holiday destination and plan the itinerary. Now when I look back, I realize how tedious and time-consuming it was, right from zeroing in on a travel destination and booking tickets to choosing a hotel and planning the...

The healthcare industry is undergoing a massive metamorphosis, thanks to the changing preferences of patients across the globe. Gone is the time when healthcare providers were only concerned about enhancing their brand awareness. The concept of healthcare marketing is shifting its focus from being brand-oriented to being consumer or patient-centered. Healthcare marketing is being rethought...

You have created a comprehensive product user guide for your customers with all the information rightly placed. But is it serving the purpose well given that your customer tickets are still on the rise for trivial issues? This means there is definitely something wrong. There can be two cases – either you have gone wrong...

Consumers are the focal point for business organizations regardless of their industry. Sans customers, there is no bread and definitely no butter for companies. If they are this important, the chance of ignoring their rights shouldn’t arise in the first place, but unfortunately, it happens. Why aren’t consumer rights seen in a different light? Businesses...

Experiences matter the most. They are what people like you and me take along and remember. The irony is bad experiences get etched in our memories, while the good ones tend to fade away with time. It’s a basic human nature. We might forget about the things we buy, the people we meet, but we...

Human resource managers world over are struggling to improve employee engagement levels in their business organizations. A recently-conducted survey by Gallup confirms this, indicating that only 32% of employees in the US are actively engaged in their place of work. The figure stands at 13% for employees working worldwide. The survey paints a bleak picture...

Companies today understand the importance of delivering excellence to customers. Now, without a shadow of a doubt, they are pulling all stops to try to keep their clients happy. But, in this rush to gain customer attention and loyalty, it’s their workforce that’s getting sidelined and not getting the focus they deserve. Employee dissatisfaction has...

The reason why customers stop using a product or service is that they can’t access information right away or they end up with a low-key customer support service. For that purpose, it’s necessary that you create an online knowledge base that gives you a competitive advantage in your niche and helps you expand your customer...