Product and R&D: read what installers ask about each product.
Lingo keeps every installer conversation with the product and the guide used. Your team reads the questions in the installers’ own words, and a question that keeps reaching your team points to a guide to add or a page of the manual to rewrite.
Conversations
CONTROLLER A
Sam Taylor07700 900101
GuideSetting up
Chris Morgan07700 900102
GuideAdding an accessory
Lee Hughes07700 900103
GuideFault indicationsPassed to your team
Mark Evans07700 900104
GuideSetting up
The record
The questions about one product, in the installers’ words.
Lingo keeps every conversation with the installer’s name and number, the product and the guide used. Your team can read what was asked about a product as it was written, including the questions that went to a person and the replies your team gave.
If your development engineers also answer installers, they already hear these questions one at a time. The record puts them in one place, by product.
The overview groups questions by product and by topic, and shows how many were asked, how many a guide answered and how many went to your team.
What repeated questions tell you.
A guide to add
A question that reaches your team because no guide covers it is a candidate for one. Your team writes the guide, or edits an existing one, and publishes it.
A page of the manual to rewrite
A documented step that installers keep asking about may be hard to find or hard to follow. Your engineers decide whether to rewrite the page, and your team can edit the guide in the meantime.
A question to add to a guide
Where installers mix up two versions of a product, your team can add a question to the guide that tells them apart, worded so the installer can answer it by looking at the unit.
Questions product and engineering leads ask
How do we tell a design question from an instruction question?
Lingo keeps each question in the installer’s words, with the product and the guide used, so your engineers can see whether a pattern points to the design or to the instructions.
What does a new product need before it can have guides?
Its documents. Lingo drafts guides from what you upload, and your team checks and publishes each one.
Can a manual revision or a bulletin be kept with the product?
Yes. Documents can be attached to a product in Lingo, alongside the guides drafted from them.
Where product and R&D teams start
Use case
Knowledge capture
Your team’s answers kept on record and written into a guide.
More on knowledge captureUse case
Fault codes
The manual’s checks for a fault indication, then a handover to your team.
More on fault codesUse case
Parameter configuration
The documented setting for the variant fitted and the result wanted.
More on parameter configuration
Send us one product manual.
We’ll convert it and show you your own guide in a 15-minute walkthrough.