Breaking into GTM

Which knowledge base software should a small business use?

Use the knowledge base inside your helpdesk if you have one, and Notion or GitBook if you do not. Help Scout's free plan includes 1 Docs site for 5 users, and Zoho Desk, free for 3 agents, can turn answered tickets into articles and publish in over 40 languages. Notion is the quickest way to put up simple help pages, free for individuals and $10 a member a month on Plus. GitBook suits product and developer documentation, free for individuals and $65 a site a month plus $12 a user on Essential, billed annually. Document360 is the dedicated option when documentation is a product in itself, with custom quotes and a 14-day trial. The rule: keep articles where your support team already works, because a help center nobody updates sends customers back to the inbox.

Part of Customer support on eChai Explore.

Go deeper

6 resources, 1 India-specific, 6 link-checked.

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✓ Link checked India Freemium Beginner

Zoho's own helpdesk pricing, in rupees from India: free forever for 3 agents; Express Rs 420, Standard Rs 800 and Professional Rs 1,400 an agent a month, billed annually.

Zoho Desk pricing

From zoho.com by Zoho

Zoho Desk on eChai Explore

  • Free forever for up to 3 agents.
  • Includes a knowledge base and help center.
Open zoho.com →
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✓ Link checked Freemium Beginner

GitBook's own pricing page: free for individuals; Essential is $65 a site a month and Ultimate $249, billed annually, plus $12 a user.

GitBook pricing

From gitbook.com by GitBook

GitBook on eChai Explore

  • Free for individuals.
  • Essential $65 a site a month plus $12 per user, billed annually.
  • Suits product and developer documentation.
Open gitbook.com →

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The same ground, at another level

How customer success and retention reads from a different seat.

How do I build a customer health score that actually predicts churn? Start with four to six inputs, not twenty. The ones that earn their place are depth of product usage (not logins), breadth across the account, supp... Doing the work 5 resources → How do I structure a customer success team once one person is not enough? Pick your organising axis on purpose. By segment (enterprise, mid market, SMB) is the default and works when your customers differ mostly in size. ... Leading a GTM team 5 resources → GitLab publishes its entire customer success handbook. What is worth copying? Three things. The renewal tracking process, because it shows what a renewal looks like as an operational pipeline with stages and owners rather tha... How the best do it 5 resources →

People also ask

How do I collect customer feedback, and which tools help? 6 → Which helpdesk or customer support software should a small business use? 5 → When should I hire my first customer success person? 5 → What is the difference between customer success and customer support? 4 → I just got handed my first set of accounts. What do I actually do in the first 30 days? 5 → What does a good customer onboarding actually look like? 5 →

Also in Starting Up

The same ground, over in Grow & market, our Starting Up track.

Why is retention more important than acquisition? 2 → How do I scale a business? 8 →

Also in D2C

The same ground, over in Grow organically & retain, our D2C track.

How do I build a referral program that people actually use, not one that just sits unused in my Shopify admin? 4 → Should I use Klaviyo, WebEngage, MoEngage, or something else for email and retention marketing? 4 →
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