Monthly Archives: December 2015

Employee Training Simulations using Decision Trees

Because Zingtree is such a powerful interactive tool, it is a prime resource for creating and implementing training programs, simulations, guides, evaluations and more. You can take advantage of the Zingtree platform to create a program based on an existing decision tree, design your own from scratch, or take the process step-by-step; the choice is yours!

Training Your Employees

As with all training programs, yours should be relevant to your company or the position, easily digestible, and appropriate to the person using the simulation. Providing these kinds of tools for different types of positions, situations and learners is important if what is being taught will be incorporated into common workplace practices.

How to copy a basic training program:

1. Sign in to your account and go to the Zingtree Gallery.

2. Go to Training and find the Training Simulation template, then click to Play the tree. From here, you’ll be able to Copy or Examine more closely.

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3. Rename your training program to fit your needs, add a description, and Copy when ready.

4. Modify the decision tree content to generate your own customized training simulation!

Using the Wizard

To create an advanced training program from scratch, try using the Zingtree Wizard tool. With the Wizard, you’ll be able to fill out simple forms to generate your customized decision tree as it guides you through the creation process. You provide the questions and answers that your employees will see in the program, and the Wizard goes through each scenario asking for more information.

Using the Designer

For those who enjoy getting down to a fine point with design, try drawing your training program visually with the Zingtree Designer. With the Designer, you can drag new nodes into the drawing area, and connect them with labeled arrows. Each nodes correspond to a page in your tree, and the arrows represent the button choices from each node.

 

 

 

Performing Employee Evaluations

 

Once training is completed and your employee has settled into his or her rhythm, it’s important to keep up with evaluations to test their knowledge and progress.

For decision trees created with employee evaluations in mind, we’ve coupled Zingtree’s robust logic with a scoring system that can allow you add a value to each answer, and later act upon the total weighted score. Explore our Evaluation examples to preview existing creations, and copy any of the projects to make into your own.

Hungry for more examples and inspiration? Head to the Zingtree Gallery for all the decision trees you can copy and use to fit your needs. 

Happy Holidays from Team Zingtree!

We’ve had a truly amazing year, and hope you have, too! Wishing you all a very happy holiday season, and a warm and wonderful New Year.

– Team Zingtree

What in the World Do You Bring to a Holiday Party?

It’s true – the holidays are a stressful time! We thought we’d share this fun decision tree aimed to help you think a little less this season.

Friday Features: Zingtree Holiday Updates

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It’s really redundant to give ourselves a shout-out for giving new updates to our customers as a Holiday gift, since we do this throughout the year anyway. But every blog post needs a theme, so there you have it.

Here are the latest updates!

Some fixes for data entry forms:

  • Data entry fields now replace ALL occurrences of that variable in the tree, not just the first one. (h/t Christopher)
  • Passing data entry field variables to subtrees now works properly.
  • Identically named form fields in separate nodes caused data to be erased. We now only save data if it’s not blank.
  • Adds form data to email session transcripts (h/t Andrew).
  • Parent Actions can be used to pass Zingtree data to other systems.

And a smattering of other things:

  • Deleted trees no longer appear via publishing links (h/t Tess).
  • Bug fix: Tree with no nodes no longer crashes Designer (h/t Ben).
  • New Answers-only toggle for history display. Look for the [A] button at the top right of the History panel. (h/t William).

And finally, our Feedback page is making use of Zingtree’s recent Intercom chat integration, so if you have a suggestion, go over and tell us!

Zingtree Terminology: Understanding Your Decision Trees Pt. 2

Understanding how our Zingtree interactive decision trees work on a fundamental level can help you generate more effective trees to fit your needs. If you’re new to Zingtree, or just have a curious mind, our glossary of basic terms will help you understand how our system works.


Analytics

Zingtree Analytics includes data on your custom decision trees’ outcomes, traffic, location breakdowns and more. You’ll get detailed insights into how your trees are being used to guide product, service and process optimizations.

Authors

Authors are the individuals that have created a Zingtree decision tree, along with those who have access to view and edit. You can also refer to your Authors as “collaborators.” With various Zingtree plans, you can add anywhere from 1 to 50 different Authors to contribute to and collaborate on your decision trees; ideal for call centers and other companies with large teams.

End-User Sessions

In the digital world, an end-user is simply the person who is using your product and navigating through your decision tree. An end-user session refers to a person outside your company (not an employee or call center agent) interacting with your tree.

Zingtree’s pricing for support, troubleshooting, and other external applications works by counting these end-user sessions, meaning that you only get charged when a person clicks a button in your tree. Whether they use one click or 100, the cost remains the same.

Scoring

Zingtree’s Scoring feature allows you to assign a numeric value to each answered question, along with actions based on the running total score. Scoring with an Evaluation tree is ideal for generating interactive online tests, quizzes, assessments, training simulations and more.

As the user goes through your decision tree, Zingtree keeps a running total of the score values of all the clicked buttons. When you’re ready to act upon the total score, create a new “Score Branch Node,” where you can specify a range of score values to redirect to specific nodes.

Scripts

Much like in learning your lines for a play, a script is used as a guide for customer service agents to follow along with. Scripts are written in the company’s tone of voice, and adhere’s to its personalized standards, making it easier for agents to portray the correct information and provide help to the customers.

Zingtree offers a powerful call center agent scripting solution that lets you quickly create and deploy custom scripts, and then analyze them per session and view performance summaries.

Snapshots

Snapshots are a handy feature within Zingtree that collects and data that has changed from one decision tree version to another. With Snapshots, you can recover old versions of your trees, view your teammates’ edits, and compare revisions to the current tree you’re working on, and more.

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Snapshots are very helpful when creating trees with multiple revisions or working with a team. To find this tool, select More Tools, then Snapshots in your Zingtree account.

Tagging

Tagging lets you add a list of category tags to both nodes and trees, making it easier to organize nodes in large trees, as well as organize large libraries of trees.

If you’re working from your nodes and searching for a specific type, you can add one or more tags to each node, then use the Overview to show only those nodes that include a certain tag. You can also add one or more tags to each tree from the My Trees page, allowing you filter your list of trees based upon those tags.


Stay tuned for Part 3 of our Zingtree Terminology series coming soon, and check out Part 1 right here. If you have any questions in the meantime, please contact the team!

Zendesk Chat (Zopim) Decision Tree Front-End

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Beyond using Zingtree decision trees, one of the best things you can do to ensure a positive customer experience is to integrate a live chat system like Zendesk Chat (formerly Zopim). Live chat is convenient for customers, and a time and resource-saver for companies. In fact, in a survey conducted by Forrester, 44% of respondents said that having a live person answer their questions was one of the most important features a website could offer.

To make live chat even more valuable, and excellent customer support more easily achievable, we updated our software to allow Zingtree to open a Zendesk Chat session, gather information from your clients before the chat session begins, and include a transcript of the Zingtree session as a part of the chat.

Here’s the end-result:

View our Zingtree + Zendesk Chat demo.

Requirements:

  • Your tree must be embedded on your site.
  • You need to have a Zendesk Chat client in place on the page that contains your tree.

How to open a Zopim chat session, and include the current Zingtree transcript:

  1. Go to Overview.
  2. Edit the node you want to trigger the chat, and  set the Parent Action to Zopim: New: #session#
  3. On the hosting page, include this script before the </body> tag:
    <script src="//zingtree.com/api/chat/zopim.js"></script>

That’s it!

Source Code:

You can examine the Zendesk Chat Demo tree from the Gallery.

Update: Zingtree Chat Integrations

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Zingtree has always been a great front-end for email support, but why not chat? For any organizations doing live support via chat, Zingtree can be a great time-saver. Not only can customers find answers to their problems before going to chat, but if they open chat, a Zingtree transcript can be delivered along with the first message, which saves the support agent time and avoids asking repetitive questions.

Zingtree can also collect info via data entry forms, and then deliver it to the chat box, which will save your team even more time. Our Contact Us page uses this method.

This update has chat integrations for:

Is there another chat system you’d like to see supported? Chat or email us now!

P.S. Thanks to Grégory for this idea!

The Feedback Loop: Getting Comments From End-Users and Agents

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One new feature super-user Travis suggested to us was the ability for people using trees to send notes back to the authors. For Travis’s company, they wanted a way for their Call Center agents to easily comment on any node, and have that feedback reach the authors of the tree. This seemed like such an obviously beneficial idea that we re-prioritized to make it happen.

The result is a subtle comment bubble, which can appear at the bottom right-hand-side of any tree: 

This quick video shows how it works:

How the Feedback Loop Works

Both Zingtree hosted end-user trees and internal agent (Call Center) trees can use this feedback feature. To illustrate, we’ll use the Zingtree Agent Portal as an example.

Here’s how a tree appears, showing the comment bubble:

 

When an agent clicks the comment bubble, they get a simple pop-up feedback form:

When feedback is sent, all authors get an email notification:

You can see all nodes with comments from Overview. They have an icon like this: 

Example:

Finally, when you Edit a Node, you can see and delete all comments, like this:

Comments for End-User Support Trees

This feature is not limited to Call Centers. If you’re using Zingtree for end-user support, you can enable the comment bubble in Zingtree-hosted trees. Use the Advanced Hosting Options from Publish, Zingtree Hosting, or simply add this to the URL for your tree:

&feedback=1

How to Use Zingtree’s Gallery to Build a Decision Tree

We created the Zingtree Gallery with you in mind, making it simple to generate powerful decision trees to fit your needs. In the online Gallery, you’ll find a helpful selection of pre-made Trees that can be explored, copied and customized for any project.

The existing decision trees in the Zingtree Gallery have all been created by other Zingtree authors, and are free to use for inspiration or duplication. You’ll find robust, pre-made decision trees spanning many key areas, including Customer Support / Troubleshooting, Call Centers, Training, Medical, and more.

All of the trees found in our online Gallery are free to view, export, or embed into your own website. You can even view live usage statistics and graphs, or submit your own generated Tree to help others!

Follow these instructions to copy and use a gallery tree:

  1. Head to the Gallery and select the decision tree you’d like to use.
  2. Choose to Play the demo to see a live preview, Examine to explore reporting, editing and design tools, or Copy to create a duplicate for your personal account.
  3. After Copying your decision tree of choice, rename it and add an appropriate description.
  4. Manage your new Tree from “My Trees” on the Zingtree website, where you can edit, preview and more!

Visit the Zingtree Gallery to get started, or contact us with any questions!

Updates for Decision Tree Authors

Our latest enhancements to Zingtree have focused on making our authoring tools even better.

Copying Nodes

You can now copy nodes from one tree to another.  Use the new Copy button in Overview to set this in motion.  Here’s how. (h/t Pavels).

Node Feedback

There’s a new option for publishing Zingtree Hosted trees.  You can now add a Feedback button to the bottom of each node.

When an end-user clicks this, they’ll be able to send you comments about the node and tree currently in view. All Authors will receive a notification for this Feedback; you can see which nodes contain comments in Overview.

When editing a node, you can view all of the comments for that node, as well as remove them. This is really handy for Call Centers, as it gives agents a way to direct feedback to Authors in a convenient way. This is also in place in the Agent Portal by default. (Thanks to Travis and John for this suggestion.)

Other

  • Viewing the session data via our API now shows the time spent on each node. ( h/t Travis again).
  • We eliminated some confusion around canceling accounts.

Thanks again for everyone’s comments. We are Authors too, so if YOU have a suggestion, please send it along!