Technical support: guides for documented questions, your team for the rest.
Lingo turns your manuals into troubleshooting guides that your team checks and publishes. Installers use them over WhatsApp, Teams, web or email at any hour, and can ask for one of your people at any point.
Lingo
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Passed to the technical team
- Name
- Sam Taylor
- Number
- 07700 900123
- Product
- Controller A
- Guide
- Fault indications
Your team is told by email and replies in this conversation.
The situation
The answer is in the manual. Getting to it takes time.
Published hours are weekday hours
In door and gate automation, for example, three UK manufacturers and suppliers publish weekday office hours, ending at 5pm or earlier.
The answer sits in a long document
Two intruder alarm installation manuals run to 152 and 285 pages. Three current door control manuals run to 53, 68 and 76.
The right document is hard to find
Heat pump contractors on the UK government’s Electrification of Heat demonstration project reported that “accessing up to date and correct documentation for products can be a challenge when manufacturers have thousands of product lines”.
Reaching technical support takes time
The same contractors reported that “in some cases, contacting the manufacturer to resolve queries through the technical support was also time consuming”.
With Lingo
What a guide answers, and what reaches your team.
Lingo
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Answered from a published guide
A question covered by a guide your team has published. Lingo asks which product the installer has, puts the guide’s questions one at a time and sends the fix as numbered steps, at any hour.
Lingo
Online
Passed to the technical team
Sent to your team
A question no guide covers, or an installer who asks for a person, which they can do at any point. Your team is told by email and replies in the same WhatsApp conversation, with the earlier messages visible.
What stays the same
Your team sets the rules.
- 1
When your people are available
You set opening hours and holidays, and write the message installers get outside them.
- 2
When a reply is sent
Your team replies in the same conversation, so an evening request is answered when your team is next in.
- 3
Who can use the number
Access can be limited to phone numbers you approve, added one at a time or imported as a list.
For your technical team
Every guide is yours to check, edit and publish.
Lingo drafts guides from the documents you upload. Your team reads each draft against the manual, corrects anything that needs it and publishes it. They can edit, create, publish and unpublish guides at any time, so installers are sent what your team has approved.
When your team answers a question no guide covered, the reply is kept with the conversation. A team member can write it into the guide and publish it, and the next installer gets it from the guide.
Insights
What you can see afterwards.
Every conversation is kept with the installer’s name and number, the product and the guide used.
The overview shows how many questions were asked, how many a guide answered, how many went to your team and how quickly your team replied, by product and by topic.
Control stays with your team.
Your team decides what gets a guide
A procedure you would only talk a trained engineer through by phone can be left for your team to answer, or its guide can end by passing the installer to a person.
A person is always one message away
The installer can ask at any point. Your team picks up with the product, the guide and the installer’s answers already in the conversation.
Documents stay with the product
Manuals and bulletins can be attached to a product in Lingo, beside the guides drafted from them.
Questions technical support managers ask
What does checking a draft guide involve?
Someone who knows the product reads the draft against the manual, edits anything that needs it and publishes it. Send us one manual and we will go through its draft guides with you in a 15-minute walkthrough.
Can installers still phone us?
Yes. Lingo runs on WhatsApp alongside your phone line, and your team keeps both.
How is it priced?
By the number of products you support, from £500 a month for five products. There is no setup fee, and no limit on installers or conversations.
Where technical support teams start
Use case
Fault codes
The manual’s checks for a fault indication, then a handover to your team.
More on fault codesUse case
Out-of-hours support
Published guides answer at any hour. Your team answers in the hours you set.
More on out-of-hours supportUse case
Knowledge capture
Your team’s answers kept on record and written into a guide.
More on knowledge capture
Further reading
Article
The technical support metrics that matter for a manufacturer
Eight measures, what each one counts, how they connect, and which published benchmarks are worth comparing yourself against.
Read the articleCalculator
Support cost calculator
Work out what routine technical support queries cost your team each year, using your own call volumes, handling time and salaries.
See the full calculation
Sources, read 8 October 2026: the contact pages of three UK door and gate automation manufacturers and suppliers; three door control manuals and two intruder alarm installation manuals; Electrification of Heat demonstration project: Home Surveys and Install Report (LCP Delta for BEIS, December 2022), pages 68 and 70.
Send us the manual your team is asked about most.
We’ll convert it and show you your own guide in a 15-minute walkthrough.