LOOP is a holistic, 4-stage framework for Developer Enablement and Support. LOOP helps companies shift left critical parts of their developer experience, increasing developer productivity and improving the ROI of support.
In our context, shifting left means empowering developers to solve more of their own problems, reducing the number of support interactions (and moments of confusion) between them and achieving their goal. Shifting left makes developers more productive and frees up support to focus on the highest priorities. Everybody wins!
The name LOOP reflects the positive feedback loops that emerge when knowledge gathered from support is used to improve self-service resources. As enablement gets more effective, support load decreases, giving support time to absorb what’s being learned and improve resources for enablement.
The LOOP Stages trace the developer experience from full autonomy to needing professional help. They're grouped into 2 categories - Enablement and Support. Enablement Stages have a single human actor. Support Stages have more than one.
Inadequate developer resources, a frustrated community, or overloaded support can compound into a negative feedback loop, a vicious cycle. You don’t want that.
You want a positive feedback loop that improves and compounds over time.
LOOP Principle 1: Knowledge flows right to left, enabling the entire process to shift left and stay there, improving over time even as users, revenue, and product complexity grow.
EXAMPLE KNOWLEDGE FLOWS →
We built Community Search to help developer companies practice principle #1. Community Search is a new product that combines community conversations and documentation search into a single experience. With Community Search your developers can find answers and ideas from your Discord server, your forum, across your GitHub repositories, as well as in your core docs and guides — all from the same search bar. In other words, it helps you shift knowledge from right to left, which is a big win for everyone. Learn more in this announcement.
LOOP Principle 2: Each stage needs to be instrumented to see how performing is changing over time. Each stage produces a unique set of insights that companies can use to improve the stage and better integrate it with others. Insight flows in every direction.
EXAMPLE INSIGHT FLOWS →
We’ve all heard developers say:
“Don’t take it personally. Developers just aren’t into talking through an issue with a support representative. 94% of developers say you don’t need phone-based technical support and only half (48%) say they would like technical support via live chat. They prefer to find the answer on their own or by asking their peers. You’ll want to make sure to have a system that allows that — Q&A systems are what you need here.”—Developer Support Best Practices
There is good news! All of these failures can be corrected with tools and processes that are available today. Look to L↻↺P for guidance on how to get knowledge flowing left ⬅️ and developer satisfaction going up 📈 Stay tuned for more posts in the coming weeks and months.
You can start improving your LOOP today with Community Search — check it out now.