Multiple-choice questions keep clients engaged better than input fields: tapping is easier than typing. Leave open input only where options can't be predicted. The less text a person has to type, the more likely they are to reach the end and connect with you in chat.
Why is choice better than input fields?
Tapping a button takes a second, while typing on a phone can be tedious, especially on the go. Every field that requires thinking and typing loses some people right at that step. Ready options, on the other hand, move a person forward without forcing them to stop and formulate.
Plus, options give you clear answers. From "economy, standard, premium," you get a clear segment, while an open field yields ten different phrasings of the same thing.
What questions keep clients engaged?
Those that can be answered with a single tap:
service from ready options
budget as a range, not a specific amount
day in the calendar if the service is about booking
simple yes or no
All of these close the question with a tap and move the person forward, rather than slowing them down at the keyboard.
When is open input necessary?
Only where options can't be guessed: address, short wishes, contact number. Leave such fields for last, when a person has already gone through the easy steps and is engaged. One input field at the end is acceptable, but starting with it is not: an empty keyboard at the first step is the quickest way to scare people away.
What questions should be avoided?
Open-ended questions at the beginning like "tell us about yourself": a person doesn't know what to write and leaves. Sensitive questions too early, like asking for a phone number before it's clear why. And repeating what has already been asked. Each such question either slows down or irritates, costing you the client.
In Mate, questions are presented as options and calendars, not as fields for essays. Describe your business in one line, and AI will suggest questions, while you can manually remove any unnecessary or heavy ones.
Frequently asked questions
How many options should be given in a question?
Usually from two to four, no more. From a short list, a person chooses instantly, while a long one turns back into a task that requires reading. If many options seem necessary, the question should be split or simplified. The goal is not to gather all shades but to quickly understand the main point and not lose the client in the selection process.
Is it necessary to add a date question?
No, only if the service is really about a specific day: booking, reservation, event. For everything else, a calendar is unnecessary and just prolongs the process. Forcing a date where it's not needed means losing people at a pointless step. If in doubt, skip it, and agree on the day in chat, where it's just one message.
What’s better, one choice question or several simple ones?
Several simple ones are almost always easier than one complex question. One question with ten options is more tiring than two or three with short lists. People are more willing to take several easy steps in a row than to get stuck on one difficult one. Break large choices into understandable parts, and more people will reach the end.
Can I ask for a phone number during the process?
You can, but at the end and for a good reason, not as the first step. A person is more willing to provide contact information after they have gone through the process and understand why it's needed. However, often a phone number is not required: the process ends in your WhatsApp Business, and the client is already connected with you through their number.
How to tell if a question is unnecessary?
Ask yourself if the answer changes what you will do next. If the answer leads to a different price, timeframe, or option, the question is needed. If the answer changes nothing and you ask "just in case," the question is unnecessary and should be removed. Every step must work; otherwise, it just loses people.
