Dawn Richardson from Tech Savvy Creative used to get a lot of questions about what Mac to buy. As a tech expert and former Apple employee, she has a ton of experience in helping people find the right Apple Computer, so it makes sense. The only problem is she has a business to run and a life to live. So when someone writes in at 10pm on a Tuesday, it’s not ideal to have a back and forth conversation to figure out which Mac she should recommend to them.
That’s where flow chart customer service comes in. Using branching logic in a quiz to re-create the conversations Dawn has been having for years and years about which Mac to buy, but in an automated way that also gets people to join her email list.
Let’s look at how it works. Check out the quiz here to follow along live.
A Question Your Customers Need a Personal Answer To
It all begins with a question your customers need an answer to. But not just a generic answer, an answer that is for them as an individual unique person with a particular life situation. This type of question can’t be answered with a help doc, or even an Ai bot, because you need to gather and give information based on a unique set of discreet answers that they will give you. Like a flow chart, but fun.
Flow chart support
Build your flow chart based on your experience helping customers find answers. Ask the first question first, then build out your unique branches based on what people choose in the first question. This way it will lead people to the right answer and also be a seamless experience for the customer who will immediately recognize that you are guiding them in a helpful, straightforward way.
Signal Relevance by Asking Mind-Reading Questions
Your customer should be thinking to themselves “Is she reading my mind?” as they answer your questions. And yes, you are reading their mind, and anticipating their needs, because you are asking questions you’ve asked people 100’s of times in individual conversations.
Signal Attention to Detail By Asking About The Right Things
When you ask the right questions, it signals to your customer that you are thinking about the things they are thinking about. Or, you are thinking about the things they won’t think about until later when it’s too late and they have decision regret. This helps establish you as the expert guide who can ensure they are successful in whatever it is they are trying to do.
Ask about Specific Things Your Audience Particularly Cares About
If you ask a question that asks about something so specific that your customer thinks you have somehow hacked their computer to see what they were researching, then you have won the game. You want to ask about things that are uniquely important to your customer, even if the average buyer of the product you are asking about wouldn’t care too much.
Collect leads and segment so you can follow up when you are online or with automation
Interact has direct integrations with all major email marketing and marketing automation systems. When customers go through your flow chart quiz you can ask for their email at the end and automatically add those who opt-in to your email list, segmenting based on which recommendation you get. Dawn from Tech Savvy Creative said she uses this to build up a list of people who are recommended each type of Mac so she can email them whenever there is an important update to their recommended Mac. It’s such a personal way of following up, so not only are you replicating yourself with this quiz experience, but you are also replicating yourself with the follow-up experience.
Give an immediate, personalized answer to the question your flow chart quiz helps solve
As soon as the quiz concludes, give a quick answer that shows the customer exactly what you would recommend. Then you can proceed to introduce yourself and offer additional details.
Mirror Back the Customers Answers in Context of Your Recommendation
Mirroring is a powerful mechanism to show active listening. And since this quiz is meant to be an automated version of “you” if you can implement mirroring and put your quiz results in context of the answers that the person gave you through the quiz, it will help to build trust and rapport at scale. This is similar to what you’d do in-person, where you would reference specific things the person told you as to why you are recommending a certain product or solution for them.
Provide lots of specific details as to why you are giving the recommendation you are giving
Because this conversation you’re having in this flow chart quiz is automated and you’re not physically there in person when you give your recommendations, you need to overdo it on details. You are losing all the non-verbal cues that you could give if you were in-person, so you need to over communicate the details. Dawn does a great job here with this.
Provide assurance about your recommendation through specifics of how it solves the customers need
Continue your recommendation by giving specifics about how what you are recommending will practically solve for what the customer wants. This helps build trust even more because if you dial these in then they will address the pain points your customer is thinking about consciously or subconsciously.
Relate your recommendations back to your customers life
This shows that you understand their actual life and needs. In this case with the Mac quiz result I’m seeing the ports my Mac recommendation includes which is important because it ties back into what I actually use the computer for on a day-to-day basis.
Give your personal take to humanize the flow chart quiz experience
Put yourself on the line with your recommendation and take personal responsibility. This ties you to the actual result, and makes the whole experience uniquely human. People respond well to personalized recommendations when they feel like you actually have their best interests in mind.
Show humility by offering to let people do their own research
Hey, you could be wrong with your recommendation, even if your flow chart quiz is near perfect. Let people do their own research and give them the opportunity to browse other models in this case.
FAQ about Flow Chart Quiz Customer Experiences
Common questions that come up when I’m talking to customers about flow chart quizzes.
Are flow chart quizzes the same as branching , skip logic, or conditional logic quizzes?
Yes, those are all ways of saying the same thing. These are quizzes where your answers to questions determine which follow-up questions you see, so your path through the quiz looks like a flow chart where you make choices along the way. Here’s the help doc on how these work inside of Interact.
How many branches can I have on my flow chart quiz?
A lot, I’ve built some with 128 outcomes. The only thing you have to keep in mind is the time it will take to actually set these up inside of Interact. It can take a few hours to set up all the logic for a really big quiz, so you’ll have to calculate that against the utility of having this automation set up.