Payments, Plum Fuse, VoiceTrends, VoiceXML

Tracking Payment Success Rate in VoiceTrends

One of the big ideas behind VoiceTrends is that it’s not enough to simply know that your voice apps work. You need to know how well they’re working to truly understand their impact on your customers and the customer experience.

If your app isn’t working as intended, you’d want to know, right? When your voice app is processing payments you really want to be sure everything works correctly because anything else would cost you money.

Tracking payment completion rate in VoiceTrends is pretty straightforward. It requires a little bit of planning because you need to ensure that the different parts of your application are properly labeled. But once that’s taken care of, finding the actual data you need is simple.

Setting Up Tracking – Fuse+

The basic principle for tracking payment completion data is the same for both Fuse+ and DEV. However, the concept is implemented a little bit differently on each platform.

The idea here is to create a node in your call-flow that callers only reach once their payment successfully completes. We’ll use an example from our Fuse+ payment application.

VoiceTrends tracks when callers hit this node of the application. You can then use the diagnostic flow feature in VoiceTrends to analyze the payment completion rate.

In Fuse+, you would use a SOAP or REST API module to call out to a payment processor, submit the necessary information, and the get the results back from that task.

Looking at our example, the compare variable module, labeled ‘payment_result,’ analyzes those results. You can see that a successful payment then hits two more prompt modules and a menu, labeled ‘success_menu.’

Setting Up Tracking – DEV

In Plum DEV, the setup is very similar. The big difference is that you need to be sure to name the parts of your application so that they’ll show up properly in VoiceTrends. The tags that have a ‘name’ attribute associated with them will display in the common call path diagram.

In the example here, you can see that once a caller hits the ‘payment_success’ section of the app, the payment successfully completed.

Using Diagnostic Flow

There are a number of ways to get at your application data in VoiceTrends. One of the easiest to use is the common call path section in the diagnostic flow menu. This gives you a visual representation of how callers use your application.

Hovering over a node displays data for that node. Once you set your desired date range all you need to do is select the correct application in your account and find the right node.

Based on the Fuse+ example above, you might want to start with the node labeled ‘success’. In our DEV example, you’d look for the node labeled ‘payment_success.’

Once you find the desired node you will be able to see how many callers reached that node in the call-flow and compare that number to your preferred benchmark. That may be the total number of callers or the number of callers who started down the payment path in your app.

All the underlying data presented in the common call-flow diagram can also be exported as a CSV file using the VoiceTrends API. You can use this raw data to create your own custom dashboards to keep track of any event(s) in your application, such as payment completion rate.

Learn more about what you can do with Plum Fuse+ or Plum DEV, and sign up for a trial today.

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Jason Myers stitches together letters and words into cogent thoughts as the Copywriter at Plum Voice.

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