Brayn Wills

Brayn Wills

Brayn is a knowledge management expert. He has been published in CustomerThink, PointVisible and Apruve. As a customer support specialist at ProProfs, Brayn has been instrumental in building a robust knowledge base and documents that help support executives keep every customer delighted.
Brayn Wills

My Articles

Knowledge Management in Healthcare: A Prerequisite for Flawless Health Services

An overwhelming amount of data is generated every day in the healthcare sector. Global healthcare data is expected to reach a whopping 2314 exabytes in 2020. That’s the equivalent of more than 2 trillion laptops worth of data.  Clearly, healthcare is a data-intensive industry given the constant research on advanced procedures, new treatments, and emerging...
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7 Tips to Craft a Sales Enablement Strategy That Actually Works

What is the ultimate goal of any business? To sell, earn revenue, and build lasting relationships with customers.  All of this is directly dependent on those in the front line, i.e., your sales soldiers. They fight and fall multiple times to drive customers to the point where they happily want to do business with you....
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7 Powerful Customer Service Channels You Simply Can’t Ignore

“There is no substitute for rock-solid customer service. You provide it or you don’t. Period!” Customer service – Do it right, and you can win customers’ hearts, increase sales, and create a positive growth graph for your business.  Going wrong with it can negatively impact your growth.  One of the many things that differentiate excellent...
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Wow Your Audience With Engaging Knowledge Base Videos

Video has become one of the most cost-effective ways to promote, train, and support customers. If used the right way, it can both save you money and make you money. – Shep Hyken Video is the new BIG THING. If you aren’t using videos to improve customer experience, you’re probably missing out on a lot...
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Turn Employee Training Effortless With Training Documentation

Spending exorbitantly on conducting offline employee training across various office locations, but is that investment driving satisfaction? Like it or not, but the learning scenario has transformed completely. The approach of offline training that worked some years back is losing relevance today. The reason behind this is the rise of digital learners who are empowered...
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IT Documentation Best Practices For Effective Troubleshooting

Why do you document a process? To ensure its smooth execution, Right?  That’s the core of any documentation. Take IT Documentation, for instance. It comprises step-by-step processes of how to troubleshoot basic as well as complex IT-related issues.  The document’s central objective is to arm your employees with self-help and enable them to  fix technical...
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How to Set Up Your Dream Customer Support Operations Team

One thing that can give you a definite edge over the competition is the quality of your customer service. Research by Microsoft testifies this pretty well: Image Source: ProProfs To meet these expectations, simply having a powerful customer support team doesn’t suffice, especially during times when your business is going through rapid development or a...
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10 Major Features Your Knowledge Management System Should Have

Knowledge management walked in the business ecosystem in the 1990s and since then, its importance has increased manifold.  The knowledge management discipline encompasses capturing or creating, storing, sharing, and managing business information on a cloud platform, and ensuring optimal use of business knowledge to achieve organizational goals.  There are multiple reasons why knowledge management has...
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Delight Your Customers & Agents With Knowledge-Centered Support

Take the example of any organization, and you will find that most of them are struggling with streamlining their customer support functions.  There are multiple reasons for this – miscommunication, frustration, a huge volume of support tickets, no clearly-defined processes, lack of collaboration, and many more.  The only way out  that can save your customer...
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Knowledge Sharing at the Workplace: Why It Is Important & How to Achieve It

“Power comes not from knowledge kept, but from the knowledge shared.” – Bill Gates Coming straight from the horse’s mouth, from someone who is looked up to, by business magnates, industrialists, entrepreneurs, and even the general public from across the globe, this quote ought to be true.  Knowledge is power, but we forget that there...
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