Monthly Archives: February 2015

New (More!) February Updates

updates-blog It’s been almost a fortnight since our last round of updates, and don’t think for a second that we haven’t been making some helpful new edits to our service — both to the functionality and experience of Zingtree. As always, we would love to know your feedback, and if there’s anything that we should add to our task list to add or update.

Here’s what’s new:

  • Increased the button limit in Edit Node to twelve
  • Zendesk agent scripting app now handles searches properly
  • There’s now a Print button on receipt page
  • Ability to save and load trees from files saved to disk
  • Deployed trees:  Long button text on small screens now wraps properly
  • Link nodes: External links in iFrame deploy now link outside of iFrame
  • Link Nodes: You now have an option to open Link Node pages in a new tab
  • Bug fix: Question nodes with zero question text no longer revert to answer nodes after being saved

More updates soon…

More Updates!

updates-blog

It’s been almost a fortnight since our last round of updates, and don’t think for a second that we haven’t been making some helpful new edits to our service — both to the functionality and experience of Zingtree. As always, we would love to know your feedback, and if there’s anything that we should add to our task list to add or update.

  • Bug fix: Question nodes with zero question text no longer revert to answer nodes after being saved
  • Increased the button limit in Edit Node to twelve
  • Zendesk agent scripting app now handles searches properly
  • There’s now a Print button on receipt page
  • Ability to save and load trees from files added, XML files saved to disk
  • Copying a Gallery tree to your account now works properly
  • Deployed trees:  Long button text on small screens now wraps properly
  • Link nodes: External links in iFrame deploy now link outside of iFrame
  • Link Nodes: You now have an option to open Link Node pages in a new tab

T.E.E.L: An Acronym to Remember

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Who doesn’t love a helpful acronym? Here’s one I love to use while interacting with customers of all attitudes: T.E.E.L.

Take your time

Check your Ego

Use Plain English

Let Your Customer’s Tone Shape Yours

 

Take your time

There’s no race to see how “short”a response can be. This obviously does not mean using ten words when one will suffice (see Ego Check); besides, a well-intended, presumably benign, curt answer can come across as an ego-laden insult. It is always best to take your time and even throw in a sincere acknowledgmentof the frustration that the person on the other end may be experiencing. Trust me, taking your time and checking your Ego work beautifully well together.

 

Ego Check

Even though a certain level of “expertise”is assumed based on your position, your customers are also using your product in a way that can only be accomplished as a user! Based on this alone, the type of relationship between customer and customer service demands mutual respect and understanding. The fact is that it is up to the unique Support Representative to uphold the agreement. And yes, this especially true if the very first contact from your user seems to be disrespectfulto you or your product or overall service.

 

Use Plain English

Technical jargon can safely be reserved for when only and totally necessary. If you’re using an acronym (something other than “T.E.E.L.”, of course), also provide the expansion and explanation. For instance, I’ve used SSO to describe Single Sign On at least once, but typically expand upon the abbreviation. It’s not the time to provehow much you know by flooding your end user with a bunch of thick terms. I’m constantly amazed by folks that are able to speak about something highly specialized in a very “natural”way, which demonstrates an even higherlevel of understanding that individual has about the specialty.

  

Let Their Tone Shape Yours

Based on how a message is submitted, a lot can be learned. As support professionals, we often receive messages that are difficult to gauge where a person may be coming from.Typically it’s the rushed and frantic users that are looking for help, but misspelled words and blame shifting camouflage their motives.This does not necessarily mean the person’s a jerk. Set the tone by Taking Your Time to concisely summarize what you “think”you’ve read and offer your suggestion(s) based on that. Being careful to adjust your Ego and using Plain English to communicate in a warm, yet professional tone.

Using Decision Trees for Marketing

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While a lot of our discussion here on the blog is focused on Zingtree as a tool for customer support, call centers, and self-help FAQ-style solutions — there’s an unlimited amount of uses for Zingtrees. Today, we’ll talk about using trees as marketing vehicles to better explain your product and engage potential customers.

 

Clicky Quizzes

If you’ve learned anything from the blatant excessiveness of online click-bait of quizzes, then you’re aware that they are a harmless and popular way to get people’s attention. Try creating a quiz-type formula to attract customers. For example, if you sell a range of products, simply get people to walk through “What ____ Fits You Best”. Using repeating nodes and multiple end-points to your products, you can entice a customer to go from general curiosity to purchasing in a snap!

Service / Product Tutorials

In the same way that you would use Zingtree to guide customers through support issues, you can lead new visitors through your services. By asking potential customers what they might find and experience with your product or service, you are assisting them to make an educated decision about how to spend their money or time… with you!

Feedback For Improvement

Sometimes your current customers are the best way to find out what is and isn’t working with your marketing efforts. By simply creating a multi-choice Zingtree, you can figure out how they heard about you, why they purchased, and general feedback on their experience. We always recommend looking into your Net Promoter Score for a good question template. As a marketing tool, finding your “promoter” strengths allows you to use the positive qualities in future advertising.

Testing Campaigns

Running a full marketing and advertising campaign can be risky when you’re first starting out. Making a tree to find out who responds to what creative and copy is a fantastic litmus test for launching that hilarious banner ad versus the serious commercial spot. Creating a tree to explore your options before you set that million dollar marketing budget shows where customers are likely to get the most out of your efforts.

Fun Overall!

Taking even the silliest subjects and themes to make them interesting and funny in a Zingtree is a great way to engage customers in a different way. It shows off your sense of humor and keeps them clicking through for more. Thanks to the added visual element, incorporating images are an especially helpful way to have fun. For a perfect example, see our Pet Rock Zingtree.

Let us know how you like to use Zingtree by reaching out to us. Or you can write to us through Facebook, or find us on Twitter.

Zendesk Agent Scripting App by Zingtree

If you want to have a Zingtree ready-to-use inside of Zendesk, we have a Zendesk App for you: The Zingtree Agent Scripting App. This is extremely handy for companies that offer chat or telephone support, as it allows an agent to have a live, standardized script to follow when helping the customer.

The Zingtree Agent Scripting App appears in the right hand panel of Zendesk, like this:

 

 

 

Your agent can read the prompts, and follow the script. The history of the Agent’s interaction is automatically saved. If you click the + icon next to History, you can see the previous steps taken by the agent and customer.

 

 

Some handy features:

  • The Zingtree session is attached to the ticket. So if an agent closes a ticket, and opens it again, the Zingtree will reappear in the same state as it was previously, with the history intact. This is also true if another agent opens the ticket.
  • The Back button removes the last item from the History.
  • The Reset button deletes the entire history, and returns to the top of the tree in case you need to start over.

Ready to try it? Read the installation instructions from the Zingtree FAQ.

How-to Tutorial Videos for Creating Decision Trees

We’ve received a fair bit of feedback that our customers want more in the way of tutorial videos for making decision trees, so we’ve created three new ones for Wizard, Designer and Overview.

You can access them from our tutorials page, or just watch here:

In case you’re wondering, our voice talent is the fabulous Kate Sample (from the USA!).

New Usability Updates for February

 

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If it seems like we’re making Zingtree easier to use daily, it’s because we are. In addition to the updates we made last week, here’s an overview of some new usability enhancements this month:

  • We turned one-size-fits-all Content Nodes into new Question and Final Answer nodes.
  • Tutorials for Wizard and Designer appear before launching these tools for the first time.
  • New video tutorials have been published for Wizard and Designer.
  • Deploy page is cleaner and clearer.
  • Some minor bug fixes and enhancements.

Read on for in-depth list of all of the details! And, as always, let us know what you think as you’re creating your own unique trees. You can always find us on TwitterFacebook and LinkedIn if you’d rather be social.

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