Luca – Product Information
Product Management

Luca Product Information

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Sales and support each keep their own scattered notes on how a product actually works, and the answer a customer gets depends on who happens to be asked. Luca takes over the answering: he answers questions from a single reliable knowledge base built from product documents, data sheets and previous answers, and names the source for every answer.

What Luca takes on

  • Answers product questions from sales and support out of a single, reliable knowledge base.
  • Names the source document for every answer.
  • Passes questions that cannot be answered from the documents to a person for clarification.
  • Keeps the knowledge base current as soon as new product documents come in.

What Luca needs from you

Luca starts with your existing product documents, data sheets and previous answers, plus access to a chat channel (Teams, for example) where sales and support can ask him.

The first few weeks

From day one Luca answers questions by reading the existing documents, however patchy they still are. Over the first few weeks coverage grows with every additional document, and it becomes visible which questions were not documented at all.

What changes

  • Sales and support give the same answer, not whichever version someone happens to remember.
  • Every answer can be traced back to its source.
  • Gaps in the documentation become visible instead of going unnoticed.
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Is Luca a fit for your business?

We set the role up for your tools and processes, or tell you honestly if a different role fits better.

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