At Limio, documentation isn’t an afterthought. It’s part of how the company builds trust with some of the world’s largest subscription businesses.​

As a subscription commerce platform designed for complex enterprise use cases, Limio’s product is highly configurable. No two customers are set up exactly the same way. That flexibility is powerful — but it also means documentation must do more than explain features. It needs to handle nuance, integration details, and edge cases without sending every question to support or engineering.

When we spoke with Amaury de Closset, CEO of Limio, he described documentation as a strategic asset, not just a support function.

From API docs to a single source of truth

Limio first adopted GitBook back in 2018. At the time, the need was straightforward: customers were asking for API and SDK documentation, and the team needed a clean, developer-friendly way to publish it.

However, over time their documentation became fragmented as their products expanded. External docs lived in one place, internal knowledge in others. Zendesk powered their help center, but the experience felt limiting. Formatting was rigid, the UI wasn’t flexible, and it didn’t reflect the level of quality Limio wanted associated with their brand.

The team took a step back and looked at how they could provide a better experience for their users by focusing on their company knowledge. Instead of treating documentation as separate systems, they consolidated everything into GitBook.

“We wanted everything in one place, not scattered across tools — and GitBook offered the best solution for us.”

External documentation, internal engineering docs, user guides, and release notes now live together in a single Git-backed repository.

That consolidation wasn’t only about their tooling. It was about making documentation their source of truth.

Migrating from Zendesk — and cleaning up years of content​

Migrating their external documentation from Zendesk came with friction. Years of accumulated content meant old images, stale articles, and outdated links.​

It was painful — but it was also an opportunity.

The migration forced the team to rethink structure, remove redundant pages, and rebuild their help center around a clearer information architecture. Instead of carrying forward legacy clutter, they used the move to reset.​

Internally, they used this migration to help them form a source of truth for their docs. Rather than creating multiple disconnected spaces, they chose to use sections within a single GitBook repository. That decision kept everything aligned with their GitHub workflow and avoided splitting knowledge across multiple sites.

“All our docs are in GitHub, which means they’re accessible to our agents and part of our engineering process.”​

Internal documentation was published behind Google Workspace authentication, giving the engineering team a secure, shared knowledge base — without leaving the Git-based workflow they were already comfortable with.

AI as part of the documentation workflow

For Limio, AI isn’t a feature layered on top of documentation. It’s embedded in how documentation gets created and maintained.

Because their docs live in GitHub, they’re accessible to agents like Claude Code. When the team ships new features, AI can help draft documentation updates and suggest pull requests automatically. Instead of documentation lagging behind product changes, updates are proposed in real time — ready for human review.

The goal isn’t to remove humans from the process. It’s to remove the manual overhead.

“We want agents to handle the first draft of documentation changes, and then have humans review.”

Internally, moving engineering documentation into GitBook also gives AI better context. When agents can see both code and documentation in one place, suggestions become more accurate and more aligned with reality.

Where documentation meets support

Today, Limio estimates that roughly 20% of customer questions can be answered directly through documentation. The remaining 80% often require bespoke support, because they relate to customer-specific configurations or data. But that split also reveals opportunity.

Many repetitive questions are still answered manually instead of being turned into documentation improvements. Limio wants to change that dynamic.

Instead of support being the end of the conversation, it becomes fuel for better documentation.

Documentation as a growth lever

What started as API documentation in 2018 has evolved into something much more impactful.

For Limio’s developer relations team, documentation supports partnerships, social promotion, and brand visibility. High-quality public docs don’t just reduce support load; they help position Limio as a credible, enterprise-ready platform.

Internally, a single Git-backed documentation system gives engineering teams and AI agents shared context. Externally, it creates a cleaner, more trustworthy experience for customers.

Most importantly, it aligns documentation with how Limio actually builds and ships product.

“Limio is becoming an AI-first company, from internal processes to our products. Centralising our docs in Gitbook was the first step of that journey.”

By consolidating into GitBook, embedding AI into their workflow, and treating documentation as infrastructure rather than overhead, Limio is building a system that scales with the complexity of their product.

And they’re only getting started.

If you’re thinking about consolidating your documentation, connecting it to Git workflows, or turning support conversations into structured knowledge, GitBook can help you do the same.

Start your own GitBook space today and build documentation that evolves as fast as your product.