Customer Profiler Implementation

This section explains how to implement a customer profiler activity in a Flow. The customer profiler activity can be used to provide the user with the best product choices depending on their interests.

This activity works inside a conversational flow; the user answers 3-6 questions with multiple choice answers. Depending on the user's answers, they will be presented with the best product options.

Creating a Customer Profiler Activity Template

  1. Insert a new, blank activity into your Flow to build your customer profiler activity.
Choose a template
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Choose a template
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  1. Enter a name for your new activity. You may choose to call your activity "Customer Profiler Template."
Creating a new activity
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Creating a new activity
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Customer profiler is based on a set of questions that allows you to, among other things, create a product recommendation list for the user based on their interests and return the list to the user via the Flow.

In this activity, the Flow will ask the user a starting question, "How do you define your personality?".

A set of answers is presented as options to the user. A fallback is implemented as part of the questionnaire to help the user if no reasonable answer is provided.

Customer Profiler Example 1 - Car Buyer

Flow example
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Flow example
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Customer Profiler Example 2 - Personal Trainer

Flow Builder Customer Profiler example
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Flow Builder Customer Profiler example
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To enable the Customer Profiler in the Flows channel, start by having the user select the activity that contains the profiler. This is usually connected to the workflows' main menu.

In the following example, the Customer Profiler is named personal trainer, and it is connected to the main menu:

Personal trainer activity
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Personal trainer activity
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This is how this looks in the user WhatsApp communication:

WhatsApp channel
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WhatsApp channel
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Editing this activity template allows you to create a customer profiler. Open the activity and enter a start step. This step works as an introduction to your customer profiler, letting the user know the Flow will begin by asking some questions:

Start Step
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Start Step
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Enter your list of questions as a series of steps, a typical starting question would be the user's age. Enter the question step and add a fallback in case the user cannot provide an answer based on the options provided.

Question and fallback
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Question and fallback
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Follow up by adding more questions and fallbacks. In the previous example, the user is asked for specific information that would allow the Flow to provide the best possible workout experience.

After the Customer Profiler has gathered enough useful information. The user will be provided with the selected workout. In addition, in this example, the user will be taken to a new activity that provides step-by-step instructions on how to perform this workout.

End Results

At the end of the profiler, if the Flow has a connection to a human agent, the user can ask to be transferred to an agent so that they can help finish the purchase or clarify any questions the user may have. If the agent accepts, the user is sent to a lead data Flow, where contact information is asked. Thus, when the user is transferred with the agent, the agent will have a summary of all the personal data on the user.

On the other hand, if there is no connection with a human agent, these contact details can be sent through a CSV document or even injected directly into the previously reviewed customer's system.

In this way, each user who completes the profiler becomes a qualified lead for an agent to attend to at that time or to contact them later to offer specific products.

The possibilities for using this Flow are endless. The important thing to take into account is that the questions are relevant, direct, and clear so that they can filter the products that are available and show the options that really interest the user.


What’s Next
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