Monthly Archives: February 2016

Updates: New Reports for Data Entry & Node Analysis

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This week’s updates are centered around helping our customers get more information from their Zingtree sessions.

In Usage Reports, you’ll find two new options: Session Matrix Report and Form Data ReportThere are too many people to thank for this suggestion, but specifically Nilou, Ben. C, Todd N. and a few others made these requests.

Session Matrix Report

For every session in a date range, this shows all the nodes and what buttons they last clicked upon. We eliminated Back and Reset button clicks to give you a true feel for what choices people are making on every node. This is also exportable as a tab-delimited CSV, so you can easily import this information into Excel or Google Sheets for further analysis.

Another option is to show the button score values instead of the button text. For some of you, this may prove more useful.

Here’s an example of the Session Matrix report from our Gallery.

Form Data Report

Want to see what people are entering into your Zingtree Data Entry fields? The Form Data report has the answer. Like the Session Matrix report, you can see what data people have entered for each session.  This is also exportable as a tab delimited CSV.

Here’s an example of the Form Data report from the Zingtree Gallery.

Also New This Week

  • A/B test option for scoring nodes (thanks Ben C.)
  • Shrink/expand headers option in Agent Portal (also thanks Ben. C)

We’re lucky to have such engaged, awesome customers. Do you have any feedback? Please reach out!

Implementing a System of Proactive Customer Support

Great customer care leads to long-term, happy customers; it’s a proven fact. A large part of providing support these days centers around getting ahead of issues — and effectively solving them — before they can turn into problems.

One way to do this is with a system of proactive customer support. By building and implementing ways to anticipate needs, questions and potential issues ahead of time, you’ll reduce your customer’s effort along with your number of inquiries.

Traditional Support Methods Aren’t Enough

The majority of customers vastly prefer to self-help rather than needing to contact support agents by phone or email. In fact, a recent survey found that 73% of consumers want the ability to solve issues on their own (one-third of those even said they would ‘rather clean a toilet’ than speak with customer service.)

Build a Proactive System that Works

1. Maintain a robust knowledge base and FAQ.

Creating a support knowledge base that provides a fully holistic view of your product or service, along with any other issues that may arise, is the first step to implementing a proactive support system. Beyond establishing a system of best practices for your customer service team, having an easy-to-read and informative FAQ will allow your customers to become experts on your product/service and seek help themselves when needed.

2. Make it easy to contact you. 

At the end of the day, if your customer needs one-on-one help, it should be clear and simple how to reach someone knowledgable. It’s important to provide a clear path of customer contact from anywhere on your website, knowledge base articles and other communications. Whether their preferred route is email, chat or phone support, do your best to assist them via any potential path!

3. Introduce interactive troubleshooters.

Zingtree is a powerful tool for building custom interactive decision tree troubleshooters – these allow users to follow a path of questions and answers leading to a final most-likely solution, and are especially helpful for more technical issues or questions. By enabling your customers to self-help in a hands-on way, you’ll empower them and develop stronger loyalty in the long-term!


With a robust knowledge base of information, easy communication paths and customized troubleshooter decision trees for technical issues, customers will find it simple (and even pleasant!) to find the answers they are seeking.

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Zendesk Agent Scripting App – Version 6

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Zendesk continues to surge in popularity, and we’re finding that a lot of our customers are using it, especially for Call Center agent scripts.  Over the past weeks, we’ve had a lot of great conversations with our clients using Zendesk, and have come up with a big update to our Agent Scripting solution!

Update: Watch this 3 minute video to see the Zendesk Agent Scripting App in action:

Here’s an example of what you’ll see in the right side of Zendesk when opening a ticket.

New and Notable in Version 6:

    • We’ve included Agent Feedback (the orange chat bubble) – now, an agent can send notes to the Authors of the tree from any node – this feedback loop helps authors continually improve the tree scripts.

 

    • You can now have multiple scripts run from within the app.  First, you’ll need to set up Zendesk Brands. When a ticket is opened or the brand changes, the app locates a tree associated with that brand (h/t Dave T).

 

    • There is no more custom field needed – this was causing an extra “Zingtree Agent Scripting” field to appear in mobile ticket forms (h/t Emanuela).

 

  • All the latest publishing features are present in the app, including Scoring nodes.


Installing the Zendesk Agent Scripting App:

  1. Download the app from here.
  2. In your Zendesk Admin, go to Apps, Manage, and click Upload Private App.
  3. Enter a name for the App, like “Agent Scripting.”
  4. Click Choose File, and locate the file you downloaded in step 1.
  5. Click the Upload button.
  6. The App Settings screen will appear.
  7. Enter the Tree ID of the script you want to appear by default.
  8. If you want the tree to display in Panels style, check Display in Panel style. Otherwise, the tree will display in Buttons style.
  9. Optional: To take advantage of having the Agent Scripting App choose a tree according to brand, check Open script based upon Brand. Then, enter your API Key located in Zingtree, under Account, Organizations and Billing at the bottom of the page.
  10. Click Install.

Making Trees Trigger According to Zendesk Brand:

Using Zingtree’s Tree Tags, your App can select the tree that corresponds to the current Brand in use on a Zendesk ticket. Switching Brands will also switch the tree script displayed. Here’s how to set this up:

  1. In Zendesk Admin, go to Manage Brands, and locate the subdomain of the brand.  For example,  if the brand is listed as myproduct.zendesk.com, the subdomain is myproduct.
  2. In Zingtree, go to the Settings tool for your tree, and add the Zendesk subdomain as a Tree Tag.

Bonus: Insert Agent Name into Your Script

Many call center scripts start with something like “Hello, this is ______” .  You can automatically insert the name of the agent into your script simply by adding #agent# anywhere you want the agent name to appear.

Any questions? Please reach out to us any time!

Zingtree Terminology: Understanding Your Decision Trees Pt. 3

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, or just curious, our glossary of basic terms and phrases will help you understand how Zingtree works.


Custom CSS

Customizing your decision trees as much as possible can unify the experience for your customers as an extension of your brand. For this reason, we made it easy to personalize the look and feel with custom CSS! You can upload a custom CSS file, or download our simple CSS file for Zingtree styling to modify to your liking, to customize colors, node styles, icons and more.

Data Entry Fields

Data entry fields allow you to collect information directly from your customers as they are going through your decision tree, in the form of text, list boxes, check boxes, or radio buttons. Then, it allows you to view this data or export it into any system you may need (such as CRMs). Form data can also be included dynamically, meaning that, for example, you could collect a user’s name in one node, and then have that name appear later in the decision tree.

Try the Form Fields and Data Entry Demo tree from the gallery to view a live example.

Designer Tool

We know it’s important to make the process of building your decision trees as simple as it is for your users to navigate through them. The Designer tool is just one of the ways we enable you to create – it allows you to draw out your decision tree in a totally visual way, so you can easily view each node along with their connections.

Persistent Buttons

As its name implies, a persistent button is one that remains constant. In the case of your Zingtrees, a persistent button stays at the bottom of the decision tree during the entire session, and allows your users to jump directly to specific nodes. For instance, these buttons could display options like “Start Over” or “Submit Ticket.”

Thumbnail Overview

To ensure that your decision trees are structured to your liking, we offer a few different ways to see a preview of your entire tree. Thumbnail Overview is an easy way to take a quick glance at all of your nodes, providing helpful thumbnail images of each node in its current state for reference as you made edits.

Wizard Tool

The Wizard tool is another way to build decision trees, this time in a step-by-step process. With the Wizard, you’ll fill out simple forms to generate your decision tree; you provide the questions and answers that your customers will see in the tree, and the system will prompt you to for more information as you continue along through each path.

 


Stay tuned for Part 4 of our Zingtree Terminology series coming soon, and check out previous posts right hereIf you have any questions in the meantime, please contact the team!

How to Embed a Decision Tree on Your Website

Interactive decision trees are most helpful and easily available to those who need them when included directly in your website. We made it easy to complete that ideal flow of customer interaction and self-help with options to embed your Zingtree decision trees wherever you may need them.

1. Embed Zingtrees into any web page

– Log in to your Zingtree account and go to My Trees.

– Tap on the decision tree you want embedded, then Publish.

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– You’ll see a few options for publishing your tree, including an embed code that you can paste directly into any web page, like this one below.

– Go to Advanced Embed Options to see how your Zingtrees look with different options in real-time, such as buttons vs. panels.

2. Use the Zingtree plugin for WordPress

Simply download and install the plugin to your WordPress account to quickly add Zingtrees to your website anytime!

Examples:

To embed a Zingtree into your web page, enter a short code like this with the ID of your tree:

[ zingtree id=”148196706″ ]

To display in “panels” style and add persistent buttons to the bottom of each page:

[ zingtree id=”148196706″ style=”panels” persist_names=”Restart|Submit Ticket” persist_node_ids=”1|5″ ]

To hide the name of the tree, and the back button:

[ zingtree id=”148196706″ hide_title=”yes” hide_back_button=”yes” ]

You can visit our FAQ for more information on embedding and available short code parameters.

3. See which option works best for you!

Try this embedded Zingtree below…

Need more help? Just ask our resident experts!

What Kind of Valentine’s Card Should I Give?

Get ready – Valentine’s Day is just a few days away!

Whether you’re searching for ideas for your significant other, mom and dad, or other VIP’s in your life, the Valentine’s card is a staple of the season and shouldn’t be forgotten.

Rather than going to your neighborhood pharmacy and grabbing a generic option last-minute, this new decision tree will help you find the perfect Valentine’s card.

Want to see more amazing user-generated decision trees? Check out the Zingtree Gallery!

New! REST API for Decision Tree Sessions

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An important piece of any web application is to be able to connect to other systems. And, while we’ve had a basic API in place for a while, we’ve received requests to make it more standard. So, today we’re happy to announce the release of our REST API and PHP wrapper!

REST is a common standard for applications to exchange information. Ours works like all the other popular systems, and is easy to implement.

Using our API, you can retrieve:

  • Session data, and a full transcript of what occurred during the session.
  • Form field entries during a session.

Go here to see the Zingtree REST API reference, with examples.

And thanks to “Red Ben” for his helpful feedback during the process!

 

The Best Way to Write Question & Answer Nodes

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Poorly written questions in your Zingtree decision trees can often lead to confused customers and incomplete results. A truly effective node will guide your user through a self-service experience that results in solving their problem or finding the correct answer to a question.

We break down some of the top ways to write powerful, practical questions that will help guide your customers through your decision trees, resulting in a positive and helpful experience for everyone!

1. Keep your questions simple and focused.

It’s important to avoid writing leading or loaded questions that could potentially steer your audience in a new path, or evoke an emotional response that could affect their answer selection. Additionally, long drawn out questions with unusual sentence constructions, and those with double-negatives, can often confuse your customer and lead to misinterpretation.

Keep your decision tree questions as simple as possible by focusing one one subject at a time, and structuring them in an easy-to-absorb way.

Bad: If our customer support knowledge base was not helpful for you, would you, or would you not, consider switching providers to solve your question or issue?

Good: Would you consider another service if you could not self-solve your problem using our FAQ?

2. Speak your audience’s language.

Every customer that goes through your decision tree should be able to easily understand the questions involved and select an answer that makes sense to them.

It’s always smart to avoid industry-specific or too-technical jargon to keep things as clear as possible. This sounds easy enough, but it can take some serious planning to reduce the messaging in your questions to speak the language of your customer while still conveying the general meaning.

Bad: What problems are you currently experiencing with our service or your account?

Good: How can we help you? Please select an option below. 

3. Write with an active voice.

Active voice is a direct, concise way to craft decision tree question and answer nodes. This style of writing clearly identifies the action and who is performing that action so that you can avoid wordy questions, and sounds stronger and more direct than a passive voice.

Active voice most closely resembles how people actually speak, which makes it much simpler for your customers to read through and understand.

Bad: Our recommended guidelines and instructions for solving your issue should be followed as written below.

Good: Follow our recommended guidelines below to solve your issue!


 

Taking the time to construct simple, concise, helpful question and answer nodes in decision trees will open up new opportunities for your audience to self-solve and connect with your brand.

Check out the Zingtree Gallery for live examples of decision trees with quality questions and answers!