Specs and Docs ⋅ Making smart documents work for your support department

Documentation isn’t just for end users

When brands create documentation (product manuals, quick guides, FAQs), they will usually think of two aspects: costs (that they’d probably rather avoid) and end users as the primary target group.

But there’s a different side to the story.

Product literature can serve as a valuable tool for your support specialists, saving them time and reducing the amount of frustrating, repetitive work.

Let us show you how.

In today’s fast-paced, customer-driven market, efficient support is more critical than ever. Customers expect clear, accessible answers, while support teams need effective tools to resolve inquiries quickly. This is where LOOPS, a powerful single-source publishing solution for product manuals, quick guides, and FAQs, can significantly benefit support teams and end-users alike.

Here is how LOOPS can improve the support experience for both sides.

How LOOPS allows your support team to be more effective

1. Direct access to relevant information

One of LOOPS’ standout features is the use of anchors for document sections. Instead of telling users to “read the docs” or send them a download link to a 100-page PDF, support specialists can provide customers with direct links to specific sections in a product manual or FAQ, such as brand.com/doc.htm#setup. This minimizes the need for lengthy explanations, allowing users to find solutions faster while freeing up support agents to handle a greater number of inquiries.

2. Responsive, accessible documentation

Every manual, quick guide, or release note published through LOOPS is a valid, responsive HTML document, meaning that regardless of the device your customer is using (smartphone, tablet, PC), the layout will automatically adjust for easy reading and navigation. Responsive design is crucial, especially as more customers seek support directly from mobile devices.

3. Global reach with multilingual support

LOOPS supports publishing documents in multiple languages, making your product manuals and guides accessible to a larger audience in their native language. Additionally, with the machine translation functionality built into modern web browsers, documents can be translated on the fly by end users if no translation is available on the server. While not perfect, this feature is particularly beneficial for companies with a global customer base, as it eliminates the need for separate document translations and offers seamless, localized support.

4. Efficient content management for consistent updates

With LOOPS, your documentation process becomes centralized and efficient. Document new features or fixes in a single, easy-to-process source format, and LOOPS will render the changes consistently across all your manuals and guides. This reduces redundancy and ensures that all published product literature is always up-to-date.

5. enhanced user satisfaction and reduced support time

With quick, direct access to precise information and resources in their preferred language, customers have a smoother experience, which contributes to increased satisfaction and loyalty. For your support team, LOOPS reduces the time spent repeating answers, empowering agents to deliver faster and more accurate responses, thereby improving overall productivity.

6. Effective information reuse

There is probably no “perfect” or complete product manual in the world. As they assist users, your support specialists will encounter “unknown unknowns”: unusual product use scenarios, incompatibilities, and edge cases. Once a problem has been resolved, they can add the relevant information to the docs or ask the technical writers to do so. Product literature quality increases, while the time spent answering the same questions repeatedly is reduced – a feedback loop that benefits everyone.

7. A cost-effective and scalable solution

LOOPS provides a cost-effective solution for brands that require detailed, frequently updated documentation. Its scalability ensures it can grow with your business as you introduce new products and your customer base expands, adapting to your needs without adding overhead.

↻ 2025-08-21