Case Study: immedio reduces support load with GitBook

Immedio reduces support escalations by 30% with GitBook

Immedio, an AI-driven lead-to-meeting conversion platform, faced a significant challenge with scattered and outdated documentation across Zendesk, Slack, and Notion. This disorganization created friction, as their highly configurable product required nuanced documentation to handle countless edge cases, leading to a high volume of complex support questions that often had to be escalated to engineering.

By implementing GitBook, Immedio centralized its product knowledge. The solution provided flexible authoring workflows for both engineers and product managers and leveraged AI through the GitBook Assistant for improved search and automated draft updates. This allowed Immedio to turn its documentation into a trustworthy system of record, resulting in a 30% reduction in support escalations to engineering and enabling more customers to successfully self-serve.

Immedio