Monthly Archives: March 2016

How Personalized Customer Experiences Promote Brand Loyalty

Untitled design-10

When customers interact with a company, they expect the communication to be a reflection of that company itself. These days, it’s becoming increasingly more popular among customers to prefer experiences that are both personalized and helpful.

It’s simple — superior customer experiences breed brand loyalty in ways that your product or service alone cannot. In fact, according to a recent study from Verint, 89% of consumers agree that good service makes them feel more positive about the brands they engage with.

Tapping into the more personal, positive and proactive side of customer service will allow your customers to feel a stronger, more long-term connection to your company. In turn, this will help your business thrive, especially among the competition.

Create Signature Moments

Companies can often take the little things for granted; often, it’s those small acts that make customers feel completely welcome and satisfied. Sending personalized messages to follow up after an issue or with a lead, interacting on social media and remaining available for your customers are all huge for creating those signature moments. For support agents, customized agent scripts are an amazing tool for finding and maintaining your ideal brand voice that will keep your customers happy and loyal.

Foster Real Relationships

Direct communication with your customers is like having access to your own database of information; you can understand how they think, feel and share your company’s products or services, often just through a simple conversation or survey. It’s important to take the time to foster relationships with your customers so that they feel they are being heard, and are a part of, the whole process.

Customize Self-Help Tools

It’s largely understood that these days everyone — especially millennials — prefer to access self-service support in order to figure out answers to their questions, or solutions to their problems. Building customized self-help solutions for your customers, such as troubleshooter decision trees created with your brand in mind, is a great way to not only solve their problems but make them feel more satisfied with your company overall.


By creating personalized communications, maintaining happy relationships and enabling people to self-help in a customized way, you and your organization will be well on its way to building amazing, strong brand loyalty among customers.

Contact us today to get started with customized support tools for your company.

Update: Securing Your Decision Trees Using IP Filtering

Untitled design-7

Some of our corporate customers have asked about ways to restrict access to their trees to a specific IP address or range.  This week’s update lets you do just that.

Using CIDR notation, you can add a series of IP addresses as white lists. Any request coming from outside the range you designate will be denied access. If you opt out of restricting access, the entire world will be able to view your tree. You can read more about CIDR here.

Here’s how to restrict access to your decision trees:

1. Go to the Settings tool for your tree.

2. Locate the IP Filtering entry field:

cidr

3. Enter the IP address ranges to allow, one per line.

4. Click Update Settings when done.

Thanks to Richard C. and Romualdo for the inspiration!

Have any more brilliant ideas like these to make Zingtree even better? Please reach out to us at any time

3 Amazing Ways to Use Interactive Decision Trees With Your CRM

Positive, effective customer support and relationships are key to building a solid business foundation in any industry or field. With the potency of today’s CRM systems and integrative technologies, almost anything is possible in the realm of streamlining customer-based operations.

Introducing interactive decision trees as a unified part of your CRM platform — like Salesforce — is an effective way to simplify the customer support and relationship process, and their continued optimization. Zingtree provides powerful tools for agents, customers and the measurement of both.

1. Customized Agent Scripts

Agent scripting solutions allow support agents to have a live, customized script to use as a guide when communicating with a customer. They are written in the brand’s own voice, and follow personalized standards that make it much simpler for agents to portray the correct information and provide help to the customers.

Scripts help agents deliver more consistently positive experiences with less training, using prompts to follow along with; new questions will be presented depending on the answers given. This type of organized conversation makes the customer feel (and know) that they are actually being heard and understood.

2. Interactive Self-Help Troubleshooters

Zingtree is a powerful tool for building custom interactive decision tree troubleshooters – these allow customers to follow a path of questions and answers that lead to a final most-likely solution, and are especially helpful for more technical issues or questions. Additionally, when a customer’s data is imported into the CRM platform, agents can attach the full Q&A transcript of their decision tree session to keep every piece of relevant information in one useful place — with the Zingtree API, this information retrieval is automatic.

For organizations taking advantage of live support chat systems, Zingtree integrates directly with chat platforms to allow simple extraction and presentation of data. Our software allows Zingtree to open a Zopim or Intercom.io chat with the customer, gather information before the chat begins, and include a full transcript of the decision tree session as a part of the chat so that agents are provided with a holistic picture of the customer’s issue.

Companies that integrate Zingtree troubleshooters into their customer support processes have seen, on average, a 20% overall reduction in support cost and a measurable improvement in the volume of tickets. Using support decision trees based on customer-facing knowledge base data makes it easy to provide help across a variety of areas, become more efficient and save resources while, in turn cultivating long-term customer relationships.

3. Analytics & Customer Data

At the end of the day, the numbers reveal all. With built-in, real-time analytics and powerful usage reports, organizations can view the direct impact of their implemented Zingtree decision trees.


By introducing decision trees based on company knowledge base and agent information, implementing customized agent scripts and continually measuring the data behind both, organizations will best utilize their CRM and other support processes to benefit the customer and company.

Any questions? Please don’t hesitate to contact our trusty staff!

Need-to-Know Tricks for Building Effective Decision Trees

We built a great tool to make things easy-as-pie for your users, but also understand that the creation side of things can sometimes be a little more complex. To start off on the right foot when building your decision trees, here are some of the top guidelines we like to follow:

Start with a goal, then make a plan.

Every great decision tree begins with a goal; figuring out what exactly what you want to accomplish with your Zingtrees. Is the purpose to guide employees through training or customers through a troubleshooting process? Help navigate patients through enrollment or students select a program?

No matter the purpose, it’s important to identify right off the bat – from there, you’ll better be able to break down a plan of action. Putting an outline together will make building and connecting your nodes much easier and more efficient.

Use the method that works best for your needs.

Once plans are set, you can explore the Zingtree Gallery to gather inspiration from existing decision trees, and even copy the structure. We also supply you with a few distinct methods of creation to suit everyone’s preferences:

Writing and phrasing are incredibly important.

Think very carefully about what you need to communicate to your user before drafting the first round of content. When writing out your message, keep things concise so as to not confuse your user; if they can’t understand what your nodes are asking, they certainly won’t be able to move forward.

Consider inserting your own company or organization’s personality into the mix, too. Is your brand fun and light-hearted? Professional and cordial? Keeping your writing in line with your own company “tone” is a great way to extend the brand right into your decision trees.

Get feedback and continue to improve.

For Call Center usage, we built a handy feature that can be embedded into every decision tree allowing you to gather feedback directly from your support agents.

With Zingtree comment bubbles integrated into every page, your agents can quickly and easily send you notes regarding the process so you can continually improve your decision trees. .


We love hearing about tricks and tips for getting started with Zingtree. Please share yours over on our Facebook page!

Update: Decision Tree Search

Updates2

Our customers building a large library of decision trees have asked for an easy way to find trees or individual nodes. Live Support Agents also need this capability, so we built a powerful new Tree Search capability.

Here’s how it looks:

tree search

With Tree Search, you can easily search tree titles and tags, or specific content from nodes within your trees.

How it Works: For Authors

Go to My Trees, and click the Search button. This opens the search dialog above. The search results let you view a tree, view a node, or edit a node.

Note: If the search button is disabled, select an Organization first.

How it Works: For Agents 

Agents using your trees can use a search button at the bottom right of any tree.

agent-tree-search

As an author, when publishing a tree, the Advanced Hosting Options has a selection for Search All Trees button. This adds to the publishing URL so that the green Search button appears for your agents.

You can also add this code to any URL to make the search button appear:
&search_all=1

Thanks to Travis and his team for the inspiration!

Top 4 Most Important Soft Skills of Technical Agents

Tech and product support engineers who interface with customers are often hired and trained for their technical proficiency. As customers are offered self-service options, the nature of requests coming into Call Centers are becoming more complex; in order to address this, companies must train agents to help customers with these increasingly complicated issues – but technical proficiency only goes so far.

If the agent is inefficient or ineffective at communicating clearly, customer satisfaction will dwindle. When it comes to delivering a great customer experience, a good agent will possess both technical knowledge and what are called “soft skills.” These are some of the most important skills for technicians to hone so that excellent customer service can be delivered, no matter how technical the conversation.

1. Clear Communication

Translating technical jargon into understandable and relatable phrases is arguably the most important skill for technical and support agents. For those agents working directly with end users, the ability to communicate technical knowledge into plain English is paramount. Coming across as condescending is something to be avoided; specific agent training on tone of their voice and word choices is important for mastering this soft skill.

2. Idea Presentation

Technical agents aren’t limited to communicating only with customers; often, they are required to present their ideas/findings to upper management. Presentation skills dovetail with customer communication skills, but include more than just clear speaking. Planning, organization, and subject familiarity are all essential if successful presentations are to occur.Improvement on this

3. Company Collaboration

It can sometimes be a challenge for technical experts to successfully collaborate with their colleagues; more often, technicians work in isolation and don’t regularly engage with others. Just as excellent communication skills are required for customer service, they are also necessary for working within a team. And, technical agents with the skills to work well in team settings are more likely to enjoy promotions and creative projects along the way, as well as helping the health of the organization overall with their insider perspective of support and the issues customers face.

4. Complete Honesty

Technical agents should be straightforward with customers if the problem is too complex to address over the phone; if there is no quick fix; or if the problem is beyond the technician’s knowledge. Wanting to demonstrate one’s expertise when helping others is understandable, but if promises are given that can’t be satisfied, customers are likely to feel frustrated. Overall, customers are more forgiving if agents are honest and up front.


With self-service options continuing to become the norm, it is expected that Call Centers will be handling more technical calls than ever. Hiring employees with technical expertise is the first step in delivering great customer service, but rounding out these softer skills is vital to a holistic approach of customer care.

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

Get Featured: Submit Your Decision Tree to the Gallery!

We are always impressed by the creativity, effort and sheer amount of thought put into the decision trees that our customers create and use every day. Because so much hard work is put into the flow, connections and customizations within a decision tree, we made it easy to show it all off!

The Zingtree Gallery is our main hub for decision trees spanning all kinds of needs and use-cases. From medical triage to customer support troubleshooters, training simulations to product demonstrations, and just about everywhere in between, the Gallery is set up for you to view, export, or embed Zingtrees into your own website, view live usage stats and more.

Submit Your Own Decision Tree

Get ready for your spotlight! We made it simple to submit your favorite, most popular, or most interesting decision tree for all to see.

Others will be able to include your tree in their own site, your name and a link to your web site will appear with the embedded tree, and you’ll likely gather some admirers along the way. Additionally, all featured decision trees are hosted completely free!

To get your decision tree in the Zingtree Gallery:

1. Log in to your account and select My Trees.

2. Tap on the decision tree you want to submit, then More Tools.

3. Click to Submit to Gallery, then read and accept the rules.

4. Fill out the application form, along with any comments, and submit!

Please keep in mind: once a tree is accepted, you will no longer be able to edit it – be sure to make a copy of your tree before submitting!

Head here to submit your decision tree to the Zingtree Gallery! 

 

A/B Testing with Zingtree Decision Trees

blog-howto-3

One of the most important capabilities of any online sales system is the ability to A/B test different offers and messages.

This can be extremely useful for sales oriented Contact Centers, as agents can be presented with different offers to try, and managers can see which offers are gaining the most traction. Zingtree offers an easy way to do this sort of testing with your decision tree-based scripts.

The key is to use Scoring Nodes, and the new A/B Test option, like so:

AB-Test

The A/B Test Demo in the Zingtree Gallery shows a simple example tree.

Step by step:

  1. Create a new Scoring Node.
  2. Select the A/B test option.
  3. In the Scoring node, add branches for each node that you want randomly tested.
  4. Click Save when finished.
  5. Link a button from any other node to this new A/B test node to start your test.

Thanks to Ben C. for the idea!