Monthly Archives: May 2016

Video: Using the Agent Scripting App for Zendesk

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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, or call centers, as it allows an agent to have a live, standardized script to follow when helping the customer. Plus, you get some awesome reports on how your tree is being used in aggregate or by individual agents.

Watch our short video to see how your company can benefit from Agent Scripting:

Ready to get started? Learn more and follow the instructions here

Embedding Zingtree Decision Trees in Salesforce

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If you run a Call Center or do live support, and you use Salesforce, being able to link a Zingtree script or troubleshooter to each case is really handy. Not only does this give agents a guide to follow when helping customers, but if a case is transferred or reopened, the last viewed node in the Zingtree reappears, and the entire history of the session is available as well.

Inside of Salesforce, we’ll create an Agent Script button, accessible from each case. Clicking this button will open an Agent Script, built with Zingtree:

Here’s how to set up Salesforce with an embedded Zingtree:

  1. Go to Salesforce.com, and log in to your account.
  2. Click Setup on the top right of the screen.
  3. Select Build > Customize > Cases > Buttons, Links and Actions in the left panel.
  4. Click New Button or Link.
  5. We’ll modify the New Button form to look like this:
  6. Make the Label “Agent Script”.
  7. Make the Name “Agent_Script”. (The name cannot have space characters, so we use an underscore here.)
  8. Select Detail Page Button.
  9. The Behavior is Display in New Window.
  10. The Content Source is URL.
  11. For the URL, make it look like this (substituting the tree ID of your script for #########):
    https://zingtree.com/host.php?tree_id=#########&style=panels&show_history=1&persist_names=Restart&persist_node_ids=1&agent_mode=1&nopermalink=1&source={!Case.OwnerEmail}&session_id=SF#########-{!Case.CaseNumber}
  12. Click Save.
  13. Next, we have to add the custom button to the Case page layout. Within Setup, go to Build, Customize, Cases, Page Layout.
  14. Click Buttons.
  15. Drag the Agent Script button into the custom buttons area, like this:
  16. Click Save.

Now, when your agents are in a case, they can click the Agent Script button, and walk through your Zingtree troubleshooter with the customer. Awesome!


Customization Notes: You can use the Zingtree Advanced Hosting Options to customize the display of your tree within Salesforce by modifying the URL. Once you’re done, take the hosting URL, and add the following to it (substituting your tree ID for #########):

&source={!Case.OwnerEmail}&agent_mode=1&session_id=SF#########-{!Case.CaseNumber}

Adding Call Scripts to Desk.com

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Besides being a well designed, elegant, simple-to-use help desk system that is easy to learn and configure, Desk.com is also great for Call Center use – both inbound and outbound – and is a natural platform for launching Interactive Call Center Scripts created with Zingtree.

Using Agent Scripts in Desk.com

Within Desk.com you can load a script from any Case using the Integration Links at the top of the page.

This loads your custom Zingtree Agent Script in a new browser tab.

Cool feature: One of the best things about using Zingtree with Desk.com is that the last viewed page and the history of the interactions with the script are saved with each ticket.  So if a customer calls back, or a call is transferred to another agent, the script will be in the same place as it was left previously.

Please note: This is only available in the Next Gen interface in Desk.com.

How to Set Up Zingtree Call Center Scripts in Desk.com

You will need to create a custom Integration URL within Desk.com as follows:

  1. Create a tree in Zingtree, and note the nine digit Tree ID. (You can use 628045351 as a demo.)
  2. Log into desk.com, or create a free account if you haven’t yet done so.
  3. Go to the Admin dashboard.
  4. Click Cases, Integration URLs.
  5. Enter “Zingtree” as the Name, and select New Browser Window as the Open Location.
  6. Add a URL like this, substituting the Tree ID into both places with #########:
    https://zingtree.com/host.php?style=panels&tree_id=#########&session_id=#########-{{case.id}}&agent_mode=1&show_history=1&source={{case.active_user.name}}

  7. Make sure Enabled is active.
  8. Click Add.


Advanced Uses

Displaying Session History in Case Details

You can use a Standard iFrame Integration URL to show the Q&A History from your script next to the ticket, like this:

You will need to create an iFrame Integration URL. Use this URL (substituting ######### with your Tree ID):

https://zingtree.com/api/get-qa-data.php?nototal=1&session_id=#########-{{case.id}}

This article explains how to set up an iFrame Integration URL.


Inserting Desk.com Fields into Scripts

You can include fields from the Desk.com case into your Zingtree scripts using Merge Variables.  These are added to the Integration URL.

For example, to add the customer’s first name and company, add these parameters to the URL:

&variables=NAME|COMPANY&values={{customer.first_name}}|{{customer.company}}

In your Zingtree scripts, enter #NAME# and #COMPANY# wherever you want the name and company to appear.


Advanced Display Options

When using the Publish tool in Zingtree, go to the Advanced Hosting Options under Have Zingtree Host your Tree. You can experiment with adding different styles and button options to the URL you will use with Desk.com.

IMPORTANT: Be sure to include these options at the end of the URL:

&session_id=#########-{{case.id}}&agent_mode=1&show_history=1&source={{case.active_user.name}}


Automatically Choosing a Script from a Custom Field

You can  make different scripts appear based upon the value of a custom field. The key is to match a Zingtree tree tag with the custom field value. Here’s how to do it:

  1. In Zingtree, tag your trees with the value of the custom field to match.  This article has more on tagging.
  2. Use an integration URL like this:
    http://zingtree.com/host-trees.php?jump=1&key=APIKEY&type=treetag-any&agent_mode=1&show_history=1&search={{case.custom_FIELDNAME}}&source={{case.active_user.name}}&session_id=DESK-SUBDOMAIN-{{case.id}}
  3. Substitute APIKEY with your API Key. (You can find it here.)
  4. Substitute FIELDNAME with the name of your custom field.
  5. Substitute SUBDOMAIN with your Desk.com subdomain.  For example, if you use mysupport.desk.com, use “mysupport” as the subdomain.

 

Terminology: Understanding Your Decision Trees Pt. 4

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.


A/B Testing

Split testing different messages, offers and more is critical to any online sales system (including contact centers), and can be incredibly helpful for other departments and teams (including marketing). We developed a way to use Scoring Nodes in Zingtree to perform powerful A/B testing that helps you optimize your trees continuously.

Agent Portal

The Zingtree Agent Portal is a one-stop location for your Contact Center agents to access all of the customized, interactive support scripts in your organization. From the Portal, support agents can also see script and communication histories, send direct feedback based on specific decision trees / nodes, and more.

Breadcrumbs

In the same family as our History feature, Breadcrumbs show the sequence of node titles that appeared throughout the entire exploration of the decision tree. With both options, you can simply click on a link and it will lead you back to any previous node.

Exporting

We understand that our users want complete control of the input and output of information in their decision trees. For this reason, we allowed easy exporting directly from your account so that you can save decision trees as an XML file on your computer. Just go to My Trees and select the tree, then More Tools, then Export to File.

History

The small, but mighty History feature allows you to see every single step you, or your end-user, took while navigating through your decision tree. This is incredibly helpful for any type of Zingtree user to see an overview of the journey itself. 

Integrations

We built Zingtree to play nicely with other useful tools to allow you to be as flexible as possible with your decision trees, as well as the information that is collected from them. You can check out all of our apps, plugins and integrations from the Zingtree Integrations page on our website, including: Slack, WordPress, Salesforce, Freshdesk, Zopim and more.

IP Filtering

Using CIDR notation, Zingtree allows you to add a series of IP addresses as restricted “white lists” for security purposes. This means that any request coming from outside the range you designate will be denied access to your decision tree. If you opt-out of restricting access, anyone can easily view your tree. 

Webhooks

Zingtree’s data exchange feature makes use of Webhooks with JSON formatted data to to send and receive certain data from your decision trees.

Once you add the webhook you want to your organization’s apps and include a call to the webhook in a node within your decision tree, the call is executed when that node is visited. Any JSON variables that are returned by the call automatically become Zingtree variables.


Stay tuned for Part 5 of our Terminology series and check out previous posts right here. If you have any questions, please contact the team!

Update: Multiple Scoring Variables, Speed Enhancements and More

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This week’s update has actually taken a bit longer than a week to release, as we’ve done one major improvement, and a few smaller enhancements.

The big news is that you can now have Scoring Nodes use more than one variable. Look for a new Scoring Variable Name field when editing question or scoring nodes via Overview, Edit Node. An article on this new feature is coming tomorrow.

Other enhancements:

  • Update: Rendered trees are cached for speed improvement.
  • Update: My Trees shows tree tags in list.
  • Bug fix: Adding oneself as a collaborator now gives warning message and is disallowed.
  • Update: Entering a new variable with # characters using content editor now deletes the # characters.
  • New: Checkboxes and Radio Buttons can add to score.
  • Bug fix: Webhook app name now appears properly in Overview: Simple.
  • Bug fix: Deleting an App message via Edit Node now works properly.
  • Update: Enhanced session matrix report.
  • Bug Fix: Designer now properly saves A/B test state in Scoring Nodes

Several customers inspired us to do these updates. Let us know if you have an idea or suggestion to make Zingtree even better for you!

4 Reasons Why Marketing & Sales Need to Adopt Decision Trees

You’ll often hear us talk about how decision trees can save contact centers and support managers valuable time and expended energy, but did you know that this interactive toolkit can also benefit those in the marketing and sales world?

With a simple question-and-answer flow, it becomes much easier for marketers and sales staff to boost their own productivity and efficiency, collect business-driving information and much more. Here are just a few of the ways that building decision trees can boost your game.

1. Streamline Lead Qualification

Every B2B marketer and sales staff is well-versed in the importance of lead generation and qualification for the continued health of a business – without new interest being cultivated, a company simply cannot grow.

Placing these leads into a robust decision tree based on key classifiers for your ideal customer ensures that the most qualified leads are quickly delivered to the right person, for faster and more accurate follow-up. Including the types of content, communications and promotions to best serve to these potential new consumers, along with the correct flow of distribution for proper sales resources, is a great way to enhance the lead qualification process overall.

2. Build & Optimize Sales Funnels

It’s incredibly important, in any business or industry vertical, to focus on the customer’s complete path to purchase; the sales funnel is, in essence, a decision tree looked at in a slightly altered way.

By designing your initial sales funnel (or any other process) in Zingtree prior to consumer use, you’ll quickly be able to spot and measure any inconsistencies or trouble areas through simple user testing. If your business or organization is struggling with their current sales funnel flow, creating and testing decision trees can vastly excel the improvement process.

3. Improve Procedural Standards

Following and improving corporate procedures, including procurement processes (acquiring or purchasing products/services from an external source), are another factor that should not be overlooked.

By using decision trees to build internal codifying systems, getting employees to follow corporate procedures, and continually optimizing these processes, any company can effectively boost these procedural standards.

4. Narrow Down Designs

Marketers are always serious when design is involved; after all, how something looks is directly related to how a consumer perceives a product or service offering!

Companies that use decision trees as part of a decision-making process can easily generate a Zingtree based on potential design (or copy) options to gather direct feedback on team preferences. Rather than communicating in longer form, a decision tree is ideal for collecting quantitative data to drive faster decisions.


 

Ready to get started? Sign up for a free trial or contact us to see how Zingtree can help improve your sales and marketing efforts.