Assist Customers Without Repeating Yourself
Capture solutions to common customer queries and turn them into searchable documentation. Generate accurate guides from resolved tickets or walkthroughs.
Turn your best support workflows into reliable, reusable documentation with Fluency.
Customer support teams spend too much time answering the same questions, explaining the same steps, and escalating the same issues. Without accurate, accessible documentation, response times slow down and customer experience suffers.
Fluency helps you solve that by automating your documentation at the source - so your support team spends less time repeating themselves and more time solving problems.
The Challenge: Knowledge Doesn't Flow Fast Enough
Even the best support teams struggle when key processes live in people's heads or scattered across chat threads, old emails, or outdated wiki pages.
This leads to:
- Inconsistent answers between team members
- Slower response and resolution times
- Poor onboarding for new agents
- Missed opportunities to scale support efficiently
A process document automation tool like Fluency gives you a way to capture critical support workflows as they happen and turn them into consistent, reusable resources.
How Fluency Supports Customer Assistance
Fluency automatically generates clear, step-by-step documentation - including annotated visuals and context - without interrupting your support team's flow.
With Fluency, you can:
- Record common support tasks once - and reuse them across tickets, channels, and training
- Turn screen activity into SOPs that explain not just how, but why
- Store documents centrally so the whole team can find and share them easily
- Keep documentation current with version control and instant updates
- Build a knowledge base from real interactions - not generic templates
It works across live chat platforms, ticketing systems, product UIs, and even physical support processes like returns or equipment setup.
Who Benefits From This?
Customer-facing teams across industries can streamline support using Fluency:
Customer Support Teams
Reduce escalations, maintain consistency, and improve response times.
Customer Success Managers
Standardise onboarding and improve feature adoption across clients.
Product & Technical Support
Build visual, step-by-step guides for troubleshooting and issue resolution.
Account Managers & Onboarding Specialists
Deliver consistent implementation guidance at scale.
Fluency is especially valuable in regulated industries (like finance, insurance, or manufacturing), where miscommunication can carry compliance risks.
Tips: How to Use Document Automation for Better Customer Support
Start with Repeatable Tasks
Begin by capturing common questions or issues - password resets, login errors, feature walkthroughs.
Use Real Examples
Record live workflows as your team handles real tickets. This ensures relevance and accuracy.
Involve SMEs
Use Fluency's request feature to ask subject matter experts to record processes you're unfamiliar with.
Keep Updates Simple
When product features change, update just that step in the workflow - no need to start from scratch.
Create Variations by Persona
Tailor documents for different customer types - new users, admins, or advanced users - with minor adjustments.
Link Workflows to Channels
Embed SOPs in your support platform or help centre for easy access by team and customers.
Why This Matters Now
As businesses grow and customer expectations rise, fragmented support systems don't scale. Document automation tools like Fluency help you:
- Maintain consistency in customer communications
- Scale support without scaling headcount
- Shorten time to resolution
- Improve knowledge sharing between onshore and offshore teams
- Reduce onboarding time for new support staff
In short: better documentation equals better customer experience.
What You Can Expect
- Up to 80% faster creation of internal support documentation
- Fewer escalations and greater first-contact resolution
- Improved onboarding of new support agents
- Lower response times across email, live chat, and helpdesk
- Higher CSAT and retention with consistent, helpful support
Related Tools & Pages
- Learn more about AI-Generated Documentation
- Build visibility with Process Mapping Tools
- See how Fluency supports Customer-Facing SOPs creation
See It In Action
Want to see how Fluency fits into your support workflow? Book a quick walkthrough and we'll show you how to document once - and never explain it again.