Can a Jotform be used by a call centre agent to collect details on a customer's behalf, including payment details?

  • Profile Image
    Ian Mapp 
    Asked on February 04, 2020 at 04:36 AM

    We are looking at taking order/payment details via our phone-based sales team, rather than customer self-service. We are in touch with a company that can provide a way of meeting our PCI and GDPR security requirements by using DMTF signals via APIs to various systems.

    I see you have an API and that you integrate with Stripe and Keap (Infusionsoft) - both key systems for us. So that is a good start!

    I need to know if JotForms will work as an agent-completed front-end to data collection and Stripe payments.

    Thanks in anticipation of your help.

    Regards, Ian


  • Profile Image
    gerardw
    Answered on February 04, 2020 at 06:28 AM

    Hello Ian,

    I am not sure how you mean to use Jotform as an agent, but using Jotform you can collect payment from your customers using Stripe.

    Please check this related guide: https://www.jotform.com/help/190-How-to-Integrate-Stripe-with-your-Form 

    Please check these related guides for integration with Keap:

    https://www.jotform.com/help/513-How-To-Use-JotForm-s-Keap-Dynamic-Tagging 

    https://www.jotform.com/help/379-Achieving-Keap-Campaign-Goals-with-JotForm 

    In that way, Jotform does work as a front end collecting data, if that's what you are referring to.

  • Profile Image
    marisapeer
    Answered on February 04, 2020 at 06:40 AM

    Hi Gerard,

    Thanks for getting back to me.

    My apologies, let me try to make this clearer!

    Most forms apps for taking orders are aimed at customers self-serving via a browser. In our situation we have employees (sales agents) talking with customers on the phone and completing the order entry on the customers' behalf, including credit card details. And most forms apps will not process that correctly and have issues with cached data and/or Stripe payment validations.

    We want to enable this process and are working with an IVR vendor on securing that in conjunction with a forms/checkout app. Our current app does not support this, and we are searching for an alternative.

    I am not sure your API would support what the IVR vendor needs, but want to check on the sales agent piece first.

    Hopefully, that makes sense!

    Regards,

    Ian

  • Profile Image
    gerardw
    Answered on February 04, 2020 at 08:17 AM

    In our situation we have employees (sales agents) talking with customers on the phone and completing the order entry on the customers' behalf, including credit card details.

    So does this mean that your employees will be the ones filling up the form, entering payment details on the Stripe payment field and submitting the form?

    Our Stripe payment integration is functioning well, but I do not think it's secure enough for the customers to share their credit card details via phone. 

    Why wouldn't you be sharing the form with the customer to fill out and submit?

    Also, could you let us know what is the IVR vendor requirement?