There’s something we believe in pretty strongly at Knoccs: if we wouldn’t use our own product every day, we have no business asking you to.

So we don’t just build Knoccs — we run on it. Our entire go-to-market team, from sales and marketing to customer success and support, lives inside the platform. Every prospect conversation, every customer interaction, every internal handoff happens in Knoccs. And honestly? It’s made us a sharper, more aligned team.

Here’s a look at how each part of our GTM team uses the product — and why it works.

Sales: Every Prospect Conversation in One Place

Our sales team uses their Work Inbox as their daily command centre. Every email from a prospect lands here, automatically synced to the right contact and company profile in our Smart CRM. No manual data entry, no toggling between email and a separate CRM tool.

After every demo or discovery call, the rep logs a Note directly against the company profile — capturing key takeaways, pain points, and next steps. Then they create a Task for the follow-up, assign it to themselves (or loop in a colleague), and it shows up on their Kanban board. Nothing slips through the cracks because every action is linked back to the conversation that triggered it.

The biggest win? When a prospect becomes a customer, the handoff to our success team is seamless. The full history of every conversation, note, and task is already sitting in the Customer 360 view. No awkward “can you bring me up to speed?” transition calls.

Marketing: Turning Customer Language into Content

Our marketing team isn’t siloed from customer conversations — and that’s by design. They have visibility into the Team Space, where they can see the real words customers use to describe their problems, the features they ask about most, and the outcomes they care about.

Custom Tags are a goldmine here. When support and success tag conversations by topic — “onboarding,” “churn risk,” “feature request” — marketing spots trends across the customer base. That directly shapes our blog content, messaging, and which features we highlight on the website.

We also use Company Sentiment Scores to find our happiest accounts. A company sitting at “Very Positive”? That’s our signal to reach out for a testimonial or case study. Warm outreach backed by real data, not a shot in the dark.

Customer Success: Proactive, Not Reactive

This is where Knoccs really shines for us. Our customer success team starts every morning by checking two things: Company Sentiment Scores and the AI Summary for any accounts showing a downward trend.

If an account’s sentiment dips, they don’t have to dig through emails to figure out why. The AI highlights the top contributing conversations, so they can jump straight into context and take action. Before a QBR, the AI Summary gives them a complete snapshot of the account — recent interactions, open issues, feature requests, and overall health — without spending an hour prepping manually.

For onboarding, we’ve built a repeatable workflow using Tasks. Each new customer gets a set of onboarding tasks assigned to the right team members, all linked to the customer’s profile. As tasks get completed, everyone can see progress on the Kanban board. It’s structured enough to be consistent but flexible enough to adapt to each customer’s needs.

Support: Fast, Informed, and Always in Context

Our customer support team runs out of the Shared Inbox. Every incoming query is automatically scored with a Conversation Severity rating, so agents know exactly which conversations need attention first. High severity? That goes to the top of the queue, no question.

For common questions, Macros save serious time — consistent, pre-built responses that go out in seconds. When something needs escalating, a quick @mention or Smart Handoff pulls in the right person with full context intact. Nobody has to ask for the backstory because the conversation thread, severity score, and linked notes are right there.

And because every support interaction feeds into the Company Sentiment Score, our success team always has a real-time pulse on how each account is doing — without needing a separate reporting tool.

The Bigger Picture: One Team, One Platform

The real magic isn’t in any single feature. It’s that our entire GTM team works from the same platform, sees the same customer data, and speaks with one voice. There’s no context lost between teams. Every customer interaction, from first touch to ongoing support, lives in one connected workspace.

That’s the experience we’ve built Knoccs to deliver — and we use it ourselves every day to prove it works.

Try Knoccs for free or book a demo to see how your GTM team can work this way too.

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