Monthly Archives: November 2014

Zingtree Is Now An Approved Zendesk Integration

The Zingtree Zendesk app has been approved by Zendesk, and is now live in the Zendesk Apps Marketplace.

If your organization uses Zendesk, the Zingtree app lets you receive all data from a Zingtree session inside of Zendesk. This will save you time answering questions, since all of the customer’s Q&A is displayed nicely right inside of each Zendesk ticket. By placing a Zingtree troubleshooter as your support entry point, if your customers aren’t able to self-solve, you will get all the relevant data from them, making it faster to answer questions.

You can learn more and download the app here.

NEW: Wizard Mode

Zingtree now has a Wizard mode for creating new trees. This makes it even easier to get up and running.

The Wizard asks you for a question and possible answer options at each point in your tree. You can also provide a solution as well. This process continues for each part of the tree that is unresolved. As you continue, your tree is built, until no unresolved paths remain. This is the same process a professional knowledge engineer would undertake.

Try it yourself by creating a new tree at Zingtree.com.

UPDATE: The Wizard has been updated with a Live Preview option. Read about it here.

Zingtree Press Release

Here’s the official launch announcement for Zingtree:

ZINGTREE INTRODUCES TOOLKIT TO BUILD INTERACTIVE DECISION TREES AND TROUBLESHOOTERS FOR NEXT-GEN TECH SUPPORT

Embedded troubleshooters reduce support inquiries by 25%;
Targets include Support Teams, Call Centers and IT Departments

SAN FRANCISCO, CA – Zingtree today announced the immediate availability of its online solution for creating and deploying Q&A style interactive decision trees and troubleshooters. The company reports that initial adopters of the service have reduced the volume of support-related inquiries by an average of 25%, as customers of Zingtree’s clients are able to self-solve common problems and technical issues.

“Zingtree started as the direct result of observing the inefficiencies of the technical support process in other companies that I have led over the past decade or so,” said Bill Dettering, Zingtree Founder and CEO. “Fast and intelligent support is vital to any company, and we were inspired to create a unique system that anyone could use to build and deploy time saving troubleshooters.”

While originally developed as means for resolving the repetition in customer support tickets and time consuming back-and-forth between support reps and customers, interactive decision trees and troubleshooters built with Zingtree benefit more than just customer service teams. Current clients have seen these benefits:

Customer Support Teams show decreased incoming inquiries by an average of 25% and automate the resolution of common issues in offering their customers efficient self-help. In addition, help tickets submitted via email or Zendesk show the questions and answers of each customer’s Zingtree session.
Product Teams have gained deeper understanding about user interactions with their product and/or service.
Sales and Marketing Teams are better qualifying incoming leads by streamlining the new client discovery process.

At the core of Zingtree’s service is the ability for organizations to quickly and easily create decision trees and troubleshooters (Zingtrees) that are presented to customers in an intuitive question-and-answer format. Key features include:

  • Simple drag-and-drop interface for building decision trees and troubleshooters
  • Full customization, including the ability to use custom CSS, change fonts, add images and videos, update copy and include snippets of HTML
  • Zingtrees can be embedded into any webpage with just four lines of Javascript code
  • Full transcripts of every customer’s journey through a Zingtree
  • Easy integration with almost any customer support or CRM system that uses email
  • Zendesk integration via the Zingtree Zendesk app
  • Detailed analytics and insights on Zingtree outcomes, traffic, location breakdowns and more

Zingtree is priced on a pay-as-you-go credit basis, where each page view of a live troubleshooter counts as one credit. The first thousand page views are offered for free, and plans for organizations that need more than a thousand page views that begin at just $49 USD. Zingtrees can also be submitted to the Zingtree Gallery, where educational and GPL use is free forever.

For more information and to sign up for free, please visit http://zingtree.com

About Zingtree

Zingtree was developed to empower companies to give their customers a quick, efficient and intelligent way of getting answers quickly. By providing an easy, yet powerful way for companies to create, refine and embed interactive decision trees and troubleshooters, Zingtree’s services are at the heart of any company-to-consumer interaction. Originally designed to streamline customer support funnels, Zingtree’s clients also include product teams seeking to gain deeper insight into the user behavior, sales and marketing teams looking to qualify leads, call centers, and more. Zingtree is privately held and headquartered in San Francisco, California.