Brayn Wills, Author at Knowledgebase Blog

Articles by Brayn Wills

Last modified: October 24, 2024

How to Create a Self-Service Help Center

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...

Last modified: September 11, 2025

How to Write a Technical Manual: Best Practices & Examples

In my decades working in complex engineering projects and software development, I’ve consistently observed a critical bottleneck: the absence of a clear, accurate technical manual. Even brilliant innovations falter, not due to design flaws, but because their intricacies remain inaccessible to users or even other team members. A well-written technical manual transforms complex procedures and...

Last modified: October 24, 2024

31 Important Customer Service Skills

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...

Last modified: October 24, 2024

30 Customer Service Metrics & KPIs To Track in 2025

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...

Last modified: September 11, 2025

Top 10 Knowledge Base Benefits for 24×7 Self-Service

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...

Last modified: October 9, 2025

Training Manual Guide: Types, Benefits & How to Create One in 2025

After all these years of building scalable teams, I’ve found that the single biggest bottleneck to growth isn’t bad hiring—it’s lack of proper training. Relying on tribal knowledge or ad hoc coaching wastes expert time and leads to inconsistent results. The solution is the foundational tool for any scaling business: a comprehensive training manual. This...

Last modified: September 12, 2025

Consolidated Email Support: Reduce Customer Service Emails Without Hurting Quality

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...

Last modified: October 6, 2025

Digital Customer Service – The What, Why and How

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. ...

Last modified: September 17, 2025

How to Create Customer Service Training Manual: Step-by-Step Guide With Examples

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...

Last modified: October 6, 2025

What Is Customer Knowledge Management? Benefits and Best Practices

Gaining a 360-degree view of your customers is no more a choice. Like it or not, but you have to push yourself to take a genuine interest in your customers, to serve them better and faster. For delivering unparalleled services and exceptional experiences to customers, you need to be well-versed with the likes and dislikes...