Check first
Use approved business knowledge before answering.
Knowledge & professional answersGive professional questions
Give professional questions
a professional answer.
Make approved product and service information useful at the moment a customer asks. Dia brings context into the conversation and helps clarify what the customer needs.
Useful answers start
with your business knowledge.
For technical products, an answer depends on the application. For a professional service, it depends on the scope. Dia uses the business information prepared for the deployment, then asks about the details that shape a relevant response.
- Explain products, capabilities and differences
- Clarify the customer’s use and requirements
- Refer unresolved questions to the right person
Knowledge before confidenceKnow the answer.
Know the answer.
Know when to ask a person.
Keep the gaps visible
If there is no basis for an answer, flag the gap and refer it to a person.
Stay within scope
Decline attempts to steer the conversation beyond the agreed knowledge and task.
Practical guides
Make the first response useful.
Which questions do your customers need answered?
Share a typical question and the information your business uses to answer it. We’ll discuss the knowledge and conversation that would make it useful.
Discuss your workflow