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Quickly Respond to Customer Order Inquiry

Voice use case - Quickly Respond to Customer Order Inquiry high-level overview

Customer experience is the most significant factor in building and advancing a successful ecommerce business. Satisfied buyers help your business stand out and raise your brand`s awareness. Customer experience is a result of interactions between your business and customers, including smooth page navigation, availability of all product details, and fast and easy checkout. However, the post-purchase customer experience is just as important as the purchase itself. One of the crucial information your customer needs in the post-purchase period is the status of their order.

Create an automated inbound Interactive Voice Response (IVR) to respond to customer inquiries regarding their order status. A well-designed IVR workflow will reduce the live agents` workload related to these simple requests.

Process Workflow

Voice use case - Quickly Respond to Customer Order Inquiry process workflow

IMPLEMENTATION STEPS 

Steps over Web Interface

In this scenario, an end user calls the Voice number that you have leased from Infobip and enters the order tracking number using their mobile phone. This number should be checked against your ecommerce backend systems.

The ensuing response is handled by the Text-to-speech (TTS) feature, and the end user hears the answer about their order status. The IVR scenario is to forward the call to a call center agent at the end-user`s request.

1.  Log in to the Infobip web interface. After leasing a Voice number from Infobip, you can create your Flow.

2. Navigate to the Communicate module, click CREATE FLOW, select Start from Scratch.

3. Select Inbound call and click START BUILDING.

4. Enter your desired flow name and select the Voice number to be used when receiving an inbound call.

Voice use case - Quickly Respond to Customer Order Inquiry - start inbound call

NOTE

If there is no Voice number available on the drop-down list, you need to purchase one here.

5. Select the element you want your IVR to start with. An inbound IVR usually starts with Play.

6. Inside the Play side panel, select the audio source Text-to-Speech to enter the message you would like to convert to speech, or Audio File to use a pre-recorded audio file from your computer or URL location.

Voice use case - Quickly Respond to Customer Order Inquiry - select audio source

NOTE

This element creates your audio menu so make sure to explain all the available options the end user can select via their phone's keypad.

7. To collect user input, select Collect and fill in the required parameters. You can branch the call based on the user input: create conditions and define all the expected values. The expected values should relate to the options offered in the audio menu created in the previous step.

Voice use case - Quickly Respond to Customer Order Inquiry - use collect element

8. The user who selects 1 will be asked to enter the order ID using the Play action, and the user who selects 2 will be forwarded to another phone number. Users who do not select any digits will be asked to try again. Choose the next action on each of the available conditions from the arrow icon after each condition.

Voice use case - Quickly Respond to Customer Order Inquiry - enter order id

9. In Play, select the audio source, message text or audio file. In Forward call, enter the caller ID to be used on the receiving side of the call, as well as the number you will forward the call to.

10. Keep building the flow. You need to collect the Order ID and use the Collect element again.

Voice use case - Quickly Respond to Customer Order Inquiry - collect order id

11. To get the status of the entered Order ID from your backend, you will use the Call API element.

12. Fill in the values in the Call API side panel:

  • HTTP(S) URL of your backend.
  • Method to be used. In this example, it should be POST.
  • Key-value to be used for authorization.
  • Key-value for the body of the request.
  • Variable to be received in the response.

Voice use case - Quickly Respond to Customer Order Inquiry - enter API values

13. The user will be informed about the status received from your backend. Use Play to enter the desired message and choose the response variable as defined in the response from the Call API. The variable should be selected from the right drop-down menu of the message content box.

Voice use case - Quickly Respond to Customer Order Inquiry - use variables

14. Then revisit the second branch of the flow where you need to use the Forward call action to define your agent’s phone number to whom you will forward the call to.

15. For the users who had entered some other key besides 1 or 2, you want to provide one more chance to enter the correct value. Use the Play action to inform them about their options.

Voice use case - Quickly Respond to Customer Order Inquiry - enter correct values

16. Previously, you have informed the user to repeat their response and now you want to collect that response. Reuse the Collect element: grab the arrow after the last Play action and drag it to the Collect element.

Voice use case - Quickly Respond to Customer Order Inquiry - reuse collect element

Here's how the entire Flow should look like once you're done:

Voice use case - Quickly Respond to Customer Order Inquiry - flow example

17. The final step is to click VALIDATE and then LAUNCH NOW in the next screen that opens.

Every time your end user makes a call to this Voice number, the IVR system will answer the call and play the IVR scenario explained above.

For more information, refer to the Send Voice over Flow article.