Customer Profiler

A way to create a portrait of your customers to help you make workflow design decisions concerning the service.

Introduction

The Customer Profiler implementation is a common feature that Yalo offers to Clients to improve their sales by recommending products and services directly to the customer.

A customer profile, or a consumer profile, is a detailed description of your current customers. In a customer profile, you’d identify purchasing behaviors, pain points, psychographic data, and demographic data with the intent of targeting similar customers in your sales and marketing campaigns.

Also known as personas, we create customer profiles by understanding the typical audience generated from customer research and focusing on the different goals and scenarios the customers might encounter when interacting with a Flow.

Example

Unlike typical demographics or segmentation, differences in geography, income, status, etc., do not necessarily split customers into different groups.

For example, when looking to buy the latest car by Nissan for herself, a 24-year-old single mother of three living in the south of Mexico will use a car manufacturer's website, followed by a conversation with a Flow in the same way that a married 53-year-old senior executive living in the north of Colombia would do. Their goal is the same, to buy a specific car.

This is an example of a Flow of a Nissan car dealership, where the user answers a series of questions, and the collected data is saved for the customer to reference later (ex. for product recommendations):

Customer Profiler Flow of a car dealershipCustomer Profiler Flow of a car dealership

Customer Profiler Flow of a car dealership

When creating a profile, the critical information needed for each user is:

  • Their goals: why are they interacting with the Flow? – to buy a car
  • Their tasks: what will they be doing when interacting with the Flow? – browse for a car, purchase it
  • The Flow goals: to sell a vehicle, show which of the vehicle is the latest, cross and up-sell

For the example above, you might create a profile called Jane, who is 31, married, has three young children, is time-poor, and needs to buy a tablet online, but doesn't know which one is the best for her budget. Jane will represent all the users who want to buy a specific product but are unsure of all the details.

In short, in Yalo, this allows the user to answer a series of multiple-choice questions to receive a personalized recommendation.

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Result of the Flow

A recommendation of a car based on the questions and collected data.

Actors

  • Yalo Platform
  • WhatsApp/Facebook User
  • Client's CRM (Customer Relationship Management)

Requirements

  • The client must provide the purpose of collecting information.
  • Must provide their objectives for the profile.
  • Provide the five levels of questions with Yalo's guidance.
  • Provides up to clearly defined questions.
  • Must have technical capabilities to receive the results of the questions in CSV files.
  • Also, the client's CRM must have exposed web services that receive end-user data as a parameter to create a lead.
  • And, must provide the technical documentation, credentials and tokens, test and development environments to implement.

Flow

  1. The Flow asks several questions to find the product that best suits his needs.
  2. Depending on the answers, two products are selected.
  3. The flow shows the user an image and a short description of the product with the best score concerning his choices, in case the first option does not like the user can see the second one.
  4. If one of the two products interests the user, he can select it for quotation in the use case leads.

This is an example of the result of a Customer Profiler Flow:

Result of the Customer Profiler of a car dealership workflowResult of the Customer Profiler of a car dealership workflow

Result of the Customer Profiler of a car dealership workflow

Dependencies and Technical Requirements

  • The conversational flow can start from an option selected by the user in the menu or from sending an HSM (Highly Structured Message) notification.
  • The user writes to the Flow via WhatsApp or Facebook; the conversation flow allows them to ask questions, receive the answers, and store them.
  • The Customer Profiler flow allows the client to receive the responses from the users.
  • Up to 5 levels of questions, determined by the customer, with guidance from Yalo or Partners.
  • Data is saved on the Yalo Platform and the user recommendation matrix.
  • Users receive a message or result based on their combination of answers.
  • The conversational flow can ask the end user his name, email, and the product or service he is interested in.
  • Integrating with the customer's CRM sends the information collected in an automated way in real-time.

Outcomes

  • Save select user information (ex. name, products purchase) for the customer to reference later.
  • Collect information from a potential end-user and send it to the Client's CRM through an integration.

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