Friday, March 25, 2011

Telephony Idea- Play order details over phone using KooKoo

Use Case:
Customers order items on websites. To know the status of their order, customers have to visit the website, login and select the order.

Suggestion:
Provide order details over phone

Advantages:
Users need not be connected to the Internet to know the status of the order.

Solution:
1.Ask the user to enter his phone number while placing the order.
2.Store the phone details along with the order.
3.When the customer calls the KooKoo number, KooKoo passes the caller id in the "cid" parameter.
4.Query your database for the order details based on the caller phone number.
5.Play the order details using <playtext> tag.

[Update]

Code:

$link = mysql_connect('hostname','username','yourPassword');
mysql_select_db('database_name', $link);
$sql = "select * from orders where phone_number=$_REQUEST['cid']";
$result = mysql_query($sql, $link) or die(mysql_error());
$row = mysql_fetch_assoc($result); 
echo "<response><playtext>Your order status is, </playtext><playtext>$row['order_status']</playtext><hangup/></response>";



Who is it useful for:
Almost all eCommerce sites can use this solution to open up another channel of communication with their clients.

So you can have a simple Interactive Voice Response system for customer order details with just 10-20 lines of code for as little as Rs.500/month. This should take care of almost 80% of your customer calls.For any queries you can mail support@kookoo.in.

Also see my post on how to setup a free help desk for your operations.