Monthly Archives: January 2015

The Benefits of Self Helping Your Customers

Self-service in customer support is all the rage these days and it’s for a great reason! The goal for implementing outstanding self-service options for your customers extends beyond decreasing your ticket count. Sure, that’s a great associated benefit, but self-service is the fastest and most cost-effective way to achieve customer support.   

In fact, there’s been research conducted that proves what we already know. Nuance and Vocal Laboratories Inc. conducted a survey in 2013 that yielded very promising results for us self-service lovers. According to their research2 out of 3 consumers prefer self-service to speaking with a person for customer service inquiries. This is HUGE. Based on reliable polling, it’s been proven that when accomplished correctly (which is exactly what Zingtree specializes in *hint hint) self-service provides speed, efficiency, and modernization to your world of support.

What’s Self-Service “Done Right”?

Here are a few things to keep in mind as you build your Zingtree into an excellent self-service: 

1.   Keep your customers in mind – No one knows your product or service better than your company but don’t forget: you’re not providing customer service to your company! Be careful to meet your customers where they are at, which is more likely than not, in a state of frustration.

2.   Interactive troubleshooting is key – Studies have revealed that it’s not just about throwing up a FAQ or walls of text in a knowledge-base; it’s more about making your customer feel like they are receiving a touch of human interaction from the technology that is powering your self-service options. (EX: making the Nodes in your trees more conversational)

3.   Empower your customers – This is probably my favorite. By making your customers feel empowered to resolve their own issues with an interactive Zingtree, they feel more inclined to contact you with the real issues. In the case they are unable to fully service themselves using your well thought out Tree, and it is time for your support personnel to interact with those users, you can have elevated conversations beyond the basics.

Sample for Integrating Zingtree and Zendesk

To make it even easier to integrate Zingtree with Zendesk, we’ve added a sample project to the Zingtree gallery that shows how it’s done. As with all gallery projects, you can examine how it’s build, and copy this tree to your own Zingtree account.

The sample Zingtree Zendesk integration tree is here.

The Zingtree FAQ with instructions on how to do the full integration is here.

When you’re all done, each Zingtree session that sprouts a support ticket is viewable in the right hand panel of Zendesk like this:

New Updates: Improved Image Import, Content Editor and More

 

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We’ve been working hard on making Zingtree easier and more fun to use, and today our customers get to enjoy a new and improved Zingtree experience. Here’s all the exciting news:

The Big Stuff:

  • You can now copy and paste images into node content.
  • We’re using a better node content editor, which can work full screen, do text and background colors, and more. This is used in Edit Node, Wizard and Designer.
  • Edit Node now has a Preview button.
  • Wizard and Designer cooperate better. Trees created in Wizard now look good in designer, and unlinked nodes don’t get deleted.

The Nitty Gritty Details:

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How To Write Effective Nodes

 

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So, you’ve spent some time building the basic elements to your tree? Now you find yourself in a bit of a pickle –

  • What do I say in the Question or Answer Node?
  • Should I use the Link Node or should I just provide all of the information without linking?
  • How do I even begin tying Nodes together so that their function is truly realized?

Writing Nodes can be a bit challenging. This is because oftentimes writing nodes requires you to teardown your product or service in ways that you may not have EVER done before or maybe it has been a very long while since you have. Either way, there are four key tools to help you accomplish this! In this session, we will couple these tools along with fresh look inside the support that you dream of providing to your users.

 Learn about our methods to write the best nodes! (more…)