Monthly Archives: January 2016

Updates: New My Trees Page, Zendesk Compatibility and More

This week’s release sports some new features, some updates, and a couple of bug fixes – mostly customer initiated.  The highlight is an improved My Trees page, with the ability to sort trees by name, date modified, and tree ID (thanks Emanuela!).

Other goodies this week:

  • New case study (Global Players).
  • Update: You can now always remove yourself as a collaborator if you’re not an Admin.
  • Update: Added IP address to email data sent.
  • Bug fix: Save in Designer no longer  fails when running through a restrictive corporate proxy server.
  • Bug fix: Zingtree Agent Session ID is now hidden for end-users using the new ticket form in Zendesk with the Zingtree Agent Scripting app installed (h/t Emanuela).
  • Update: Traffic visualization report shows clicks to tree nodes (h/t Ben).
  • Bug Fix: Designer properly saves trees even if another tree is opened (h/t Ben and Emanuela).
  • Bug fix: Data entry variable names with hyphens now show in content area.

Got a great idea? Or even just a good one? Share it with us!

3 Best Tips for Excellent Communication with Customers

Providing amazing customer service is more than lending an ear and a smile; it’s about having an ongoing communication that is fruitful for both the customer and the company!

According to some recent customer service statistics, 55% of consumers have intended to make a purchase, but backed out because of frustration or poor customer service – that means that over half of these opportunities to gain a new customer are held back by bad communication. On the other hand, 52% of consumers have made more purchases from a company after having a good customer service experience.

These days, adopting a system of unbeatable customer communication is critical to company success. Here are our best tips for how to develop great communication habits.

1. Always be straight-forward and concise.

At first glance, it may seem simple to keep this short and sweet; in reality, it’s a process that takes some practice to make perfect.

Start out with your first draft response, then go through it again and eliminate any unnecessary words. Then, go through again with an even finer-toothed comb to get rid of anything repetitive or extra that does not support your main concept. Providing emphasis when needed (for instance, bolding important information) can also go a long way when attempting to give succinct, clear instructions.

2. Provide helpful visuals when you can.

Words can often convolute more complicated processes and explanations. Not only are visuals nice to look at, they can convey information to a customer better than text in many cases.

Try using screenshots marked up with arrows, descriptive tutorial videos, or simple GIFs to help get the message across. Using visual aids to break up often text-heavy customer communications is not only pleasing to the eye, but also helps the customer to understand more easily and absorb the process they are looking at.

3. Reduce the effort of communication for everyone.

Providing multiple channels of contact is crucial to having truly well-developed communication with customers. No matter their demographics, psychographics or geographic location, your customers have to be able to reach you in the medium that is most convenient for them. For instance, having easy access to online chat, phone, and email support is incredibly important to cater to everyone’s needs.

Additionally, it’s important that your customers have access to ways of self-help. With a robust knowledge base of information, along with customized troubleshooter decision trees, customers will find it easy to find the answers they are looking for and walk away with a smile on their face!

Have any more unmissable tips on providing amazing customer support through communication? Send them our way!

Updates: Instant Result Tracking and More

After publishing our article on result tracking with Zingtree, it occurred to us that we could do even better.

Rather than having to wait for people to use your decision trees to see results, we decided it would be much more useful to be able to show successes, failures, and undecided results immediately whenever you change the category of any node.

So if you have a tree that’s been in use, go back and categorize each node using Overview > Edit Node. Then, view the Results report to see how successful your tree has been. If you change the category of a node, results reporting updates instantly!

Some other updates with this release:

  • New: You can use zt-name and zt-email for data entry variable names to have these automatically propagate into email submit form fields for name and email (h/t Todd).
  • New: Insert #source# or #agent# in any question or final answer node to insert the name of the agent using the tree (h/t Nilou).
  • New: You can add Custom CSS to ALL your trees using a new checkbox in any tree’s Settings.
  • Bug fix: You can no longer remove yourself as a collaborator when there are no other admins.
  • Update: The ‘A’ button in the history area now hides goto link (ht/t Bill S.).
  • Update: Sessions List CSV export now includes session ID, ticket ID if present (h/t Travis).

The Visual Designer: Drawing Out Your Decision Tree

Everyone prefers their own way of creating, and it can come in many forms. To address this, we built Zingtree with a few different ways to design and construct an interactive decision tree.

For the more visual learner, the Zingtree Visual Designer allows you to draw out your decision tree. This “white board” style lets users to create nodes, along with their connections, and see the nitty gritty details of how the tree functions.

Here’s how to get started with the Visual Designer:

1. Once you log in to your Zingtree account and start Designer, you’ll see a screen that looks like the one shown below, with one node already in place as a green box. This is the very first node your users will see and interact with.

2. Click on Node #1, and you’ll see an edit window pop up on the right hand side. You can edit the Title, Question and main Content segments to your liking.

3. Drag new nodes into the design area – these correspond to the pages in your decision tree. Again, select the green box to edit each node’s Question, Content, etc.

4. When you’re ready, add a Final Answer Node and edit to fit your needs. These will appear in blue, to differentiate from your green Question Nodes.

5. Continue to create these Questions & Answer Nodes by dragging new nodes into the design area, and then connect them using labeled arrows. The connecting arrows represent the button selections from each node.

6. Finish linking all of your nodes using this method, and you’ll end up with a finished product that looks something like this image below. Often times, Zingtree users only use this mode as a way of assembling their decision trees. Please keep in mind that things can get confusing for more complex trees that require more nodes.

For a more in-depth tutorial, watch this video to see how to build the example tree above using Zingtree Designer:

 

To view more ways of building your decision trees, check out our Zingtree Design Tutorials.

Marketing Case Study: Global Players

Here’s an example of how Zingtree’s interactive decision trees are helping to improve online marketing efforts in a real education abroad organization.

Global Players helps to place student-athletes in their perfect study-abroad fit, promoting awareness and cultural education as well as athletic endeavors around the world. As an organization growing in popularity, Global Players was in search of finding a streamlined, self-service way to placing students in their ideal location abroad.

Since adopting Zingtree’s solution to integrate their “Program Match” decision tree, Global Players has been able to place over 1,000 students so far, increased the likelihood of a visitor to contact the organization by 5 times, and more!

You can view the case study below, and open a PDF version here.

casestudy-global_players copy

Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Why Millennials Want Independence in Customer Support

(Image via Gen HQ)

Customer service delivery preferences are rapidly changing. This is in part due to technological advances, but also the customers themselves —particularly millennial customers. This demographic cohort increasingly prefers to take CS employees out of the equation completely and simply do it themselves. Whether it’s purchasing groceries or other goods online, the millennial generation is antsy to self-serve.

As customer demands have evolved over the years, so too has self-service. Many businesses offer only limited self-service choices, which can quickly frustrate their millennial customer base. If your company’s self-serve options are restricted to general tasks, it’s time to explore how you can make this feature more comprehensive to meet the demands of millennials.

The Hard Facts of Millennial Customer Service

Numerous studies conducted by various firms have repeatedly shown that millennials prefer to self-serve and self-help rather than interact with a company representative, and the numbers really speak for themselves. In fact, in a comprehensive study it was discovered that:

  • Nearly 70% of millennial females are comfortable resolving CS issues on their own, without having to interact with a company representative.
  • 64% of millennials prefer self-service, whereas only forty-seven percent of baby boomers do.
  • 56% of millennials moved their business elsewhere as a result of poor customer service.

One reason for the popularity of self-service in this demographic group is that they can remain in control of online purchasing and other habits. Millennials expect efficient, 24/7 access to any online support decision, whether it’s updating an account profile or making a purchase. Self-service in modern times is more than an FAQ; the future of customer service will be much more customizable, interactive, and will put the customer in the driver’s seat.

Contact Centers Still Matter

Providing more self-directed features doesn’t make a call center obsolete, but it does change its function. Contact centers will need to handle more sophisticated and technical inquiries, and will have to hire, train and staff to address this need. If companies don’t adapt to meet current and future customer demands, they’ll likely frustrate customers and risk losing business.

Companies can no longer rest on the laurels of their brand, product or service; they must stay ahead of the curve and understand that how customers interact with them is often more important than the product itself. Self-service is looming large on the horizon of customer service delivery preferences – don’t fade into the sunset because you missed the boat on where the industry is headed! The future of customer service will be more self-controlled, but ready with agents to help guide customers to success.

This article was written by Tamara Irminger of MHI Global. Are you interested in submitting a guest blog post? Please contact us!

How To Measure Results of Your Decision Trees

Our customers often ask us how to go about measuring the performance of a Zingtree decision tree. This is an important part of your relationship with Zingtree, since everybody wants to see how effective trees are at saving time and money.

Here’s how measuring results works:

  • Each node in the tree can be categorized with success, failure, or an unknown result.
  • The result for the entire session uses the category for the last node visited.

For example, if the last node visited is an “I need help” node, categorized as “failure”, then the overall session result is failure. If the last node visited proposed a solution to a problem, and was categorized as “success”, then the session is a success.

How to categorize nodes to track results:

1. Go to the decision tree you wish to analyze, and open the Overview or Designer.

2. Make sure that each node in your tree is categorized properly. Use Edit Node to categorize your success and failure nodes,, using the “Categorize this node’s result”.  Here are your menu options:

3. When you want to see how well your trees are performing, go to Usage Reports.

4. Select the Results report, enter the desired date range, and you can see how your tree performed:

results-report

Cool feature alert: Results reporting updates in real time when you change the category of any node.

That’s it! Any more questions? Feel free to contact us at any time.