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I had a similar problem many moons ago with a very simple product but a similar solution might work. Talk to tech support and get them to provide you with a list of their top 10/20/ you choose(!) repeat queries about the product. Create a Quick Ref Guide for those 'problems' but at the highest level you feel will work. :-)
Basically a series of steps for each:
First .... UG page x
2nd..... UG page y
Essentially you're doing the looking-up for them but it might work. I know we dropped calls to support by 30+% so a worthwhile effort for us.