Monthly Archives: June 2016

Create More Powerful Decision Trees with Integrations

We built Zingtree decision trees to play nicely with other useful, popular tools, apps and platforms; this allows you to be as flexible as possible with your trees, as well as the information being collected and measured from them.

By linking up your Zingtree decision trees with the apps and integrations used in your own business, you’ll make it easier for your customers and clients to access answers online, help your agents to keep up performance and resolve tickets faster, and simplify your optimization processes.

Here are some of the popular tools you can tap into:

With only a unique short code, Zingtree’s direct integration with WordPress allows you to directly embed any of your interactive decision trees into any web page. This makes it simple for customers to navigate through any support or troubleshooting process on your site, with a simple, customized question-and-answer style flow.

Our Zendesk app for Zingtree makes it faster to solve Zendesk tickets by giving your support agents additional background information on a customer’s specific problem. When a customer uses your decision tree and submits a support ticket, agents see helpful info from your customers in the ticket sidebar.

For contact center use, our Agent Scripting app for Zendesk gives agents a handy script to follow during the course of a call. Again, right inside of Zendesk.

With our Salesforce integration, agents can open a Zingtree decision tree within the customer’s Salesforce case. The most recent node and buttons clicked during the tree session are always saved with the ticket, so if another agent takes over, previous steps taken are clearly visible. On the other side, customers can navigate through a decision tree, then submit a support ticket, having the in-depth information from both connected.

For Customer Support use cases, prompt your customers to try to solve their problem with a custom decision tree. If the customer is unable to find a solution to their issue or question, they can submit a ticket to Freshdesk to automatically send over a description of their problem, along with a full Q&A transcript of their session with Zingtree. Agents can then access complete details of their ticket, and pass along to other agents seamlessly.

After configuring your integration with Slack, when an end-user visits a node in one of your decision trees, you can have that node trigger a custom Slack notification (including form variables). Once you set up Slack for your organization, any node in any tree can send a message to Slack to give you an instant update.

See all of our applications, plugins and integrations from the Zingtree Integrations page.

How To: Backup and Save Your Zingtrees

Building things take time, crafting them into exactly what you want isn’t always easy, and having a backup is mandatory in technology. We understand the necessity to have a certain level of control over the information within the decision trees you build.

If you’re ever worried about losing your place during creation, unsure about new edits, or uneasy about the state of the collected data in your Zingtree, we built the functionality to save a backup. For teams working through multiple decision tree variations for reference and cross-examination, backing up is a great way to save your work and collaborate on different versions.

Backing up your decision tree:

Having a backup (or multiple backups) of your decision trees is simple, because it’s already done for you! With the Snapshots tool, you can easily navigate to every past version of a Zingtree.

To access this capability, go to More Tools after selecting your tree, then Snapshots.

Exporting your decision tree:

1. Login to your account and go to My Trees.

2. Select the tree you want to export and save.

3. Click on the “More Tools” button, then Export to File.

4. Your decision tree will automatically be exported to your computer.


Need more help? Just ask our resident decision tree experts!

3 Ways to Take Advantage of Decision Trees in Business

Decision trees for business can address a variety of problem-solving use cases. Since the beginning of Zingtree, we’ve helped 7,500+ organizations spanning geographic locations and industries to improve support and internal business processes, build powerful sales funnels and enhance productivity in a number of ways.

The intuitive question-and-answer style of a decision tree makes it simple for companies to improve efficiency, train new hires and evaluate staff, qualify the best leads, deliver amazing support experiences, and much more. Here are just some of the ways that taking advantage of intuitive decision trees can help businesses.

1. Lead Qualification

A business can’t grow, or succeed long-term, without continued interest from leads that are the most qualified for the market they serve; this is a well-known fact. After generating new leads for your business, it’s important to carefully select the cream of the crop, according to what your company is looking for in an ideal lead.

By putting these new leads into a decision tree based on the main characteristics of your ideal customer, any business can easily make sure that the most qualified leads are sent along to the right person. After all, the faster you can follow-up, the more potential for new business! For a decision tree to qualify leads, you should include a flow for proper sales distribution, content and promotions to best serve them, and more.

See an example in the Zingtree Gallery.

2. Training and Evaluation

Because Zingtree is such a powerful interactive tool, it is a prime resource for building and implementing training programs, simulations and evaluations. As with all training and evaluation programs, yours should be relevant to your company or the position, easily digestible, and appropriate to the employee involved – this is important if the training is to be integrated into workplace practices.

Once training is completed, it’s just as important to keep up with how they are doing, using evaluations to tap into their knowledge, progress and comfort levels. We’ve used Zingtree’s robust logic with a scoring system that can perform detailed evaluations, allowing you to add a value to each answer and later act upon the total weighted score. Explore our Gallery examples to preview existing decision trees for training and evaluations.

See an example in the Zingtree Gallery.

3. Customer Support

Interactive decision tree troubleshooters customized to fit your business needs are one of the most important extensions of your brand that can be implemented. Troubleshooter decision trees allow customers to follow a path of questions and answers that lead them to the most-likely solution, and are even more helpful for technical issues.

Companies that build interactive troubleshooters and FAQs into their customer service processes have seen an average of a 20% overall reduction in support costs!

See an example in the Zingtree Gallery.


Ready to improve your key business processes?

Get started with Zingtree!

How to Add Video to Your Zingtree Decision Tree

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Including videos in your interactive troubleshooter decision trees can make them much more effective.  And Zingtree makes it easy to add video to any node in your tree.  Here’s how to do it:

  1. Go to Overview, and edit the node where you want to include video.
  2. Pick the Video Tool from the content editor:
  3. Enter the URL of your video, then click Insert Video. Zingtree can use native YouTube URLs, as well as a few others.
  4. The video is embedded into your node.

That’s all there is to it!

Note: The video insert tool is not available when editing nodes in Designer.

Updates: Launch Apps when Trees Load (and a Couple More)

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This week’s update has focused on some improvements in the Settings tool. The big news is that a Zingtree Webhook app can be launched when a tree opens. This is useful for populating data in the tree from third party sources before the tree displays.

Some other notable enhancements:

  • Bug fix: Updating Settings now saves a snapshot of the tree and clears the tree cache.
  • Update: Scoring nodes can now be set as root node.
  • Bug Fix: Scores on link buttons transfer to subtrees. (Thanks Christina).

As always, send us your ideas!

How to Make a Decision Tree


A decision tree is the ultimate tool for streamlining internal processes, customer communications, and various problem-solving or support methods. When presented in a custom, interactive environment, the potential for decision trees to really make an impact becomes much greater.

Strategy Matters

What is the purpose of your decision tree? You can utilize them for a variety of functions, including:

Once you identify your goal, it’s important to put together an in-depth outline to make building and connecting your decision tree nodes much easier.

How to Make a Decision Tree

Creating a decision tree is a snap with the right tools. Zingtree’s toolkit makes building decision trees accessible to anyone, offering 3 unique and easy-to-use options for creation.

The Wizard

With the Wizard, you’ll be prompted with a simple form-based approach to generate your tree. The interface walks you through the decision tree building process while you provide the questions (and answers) that your end-users will see and navigate through.

The Designer

Another option is to use the Designer tool to draw out a decision tree in an easy-to-digest, “white board” style. On just one screen, you’ll be able to create the nodes for your decision tree, along with all of their connections, to see exactly how the tree will flow and function.

Overview

Overview is a “built from scratch” form-based option for creating decision trees one node at a time. The editor consists of amazing tools for refining your decision trees – perfect for content-heavy decision trees and those who really know what they’re doing.

More Helpful Tips

  1. Use the Zingtree Gallery to tap into a wide range of existing decision trees and agent scripts. All of these live examples can be previewed and examined closely to see how they were built, as well as duplicated completely for a simple way to get started or gather inspiration
  2. Keep your writing style and language in mind when making a decision tree, and adapt your strategy based on what kind of information is being gathered or presented. For instance, getting good data is dependent on decision tree questions that take a quantitative approach.
  3. It’s important to always keep track of the health of your decision trees with Analytics & Reporting features. Additionally, you can receive direct feedback from end-users; these tools together make it easy to continually optimize for best performance.
  4. When in doubt, A/B testing using Scoring Nodes in Zingtree is incredibly helpful for trying out different messages, and offers, to see which performs the best.

Zingtree makes it easy to build question & answer style troubleshooters, scripts, sales filters and more to satisfy your customers, your agents and your business needs. Contact us to learn more or get started today!

Agent Portal: How to Show or Hide Trees from Agents

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When using the Zingtree Agent Portal, some customers asked if there was a way to make specific scripts visible to certain agents, or hide scripts from other agents. With this latest update, you can now assign agents to groups, and have trees visible to only those groups. This is done using tagging. Here’s how it works:

When editing your Agent Lists from Account > My Agents, assign tags to each individual agent. Each tag corresponds to a group that the agent belongs to.

Next, assign tags to your trees, using the Settings tool. These tags are also used to group trees.

And that’s it!

If an Agent has tags assigned to them, they will only be able to see trees with those same tags. For example, if Agent Bill is assigned a tag of “sales,” he will only be able to see trees also tagged as “sales.”

Notes:

  • Any agents with no tags will be able to see all trees.
  • You can assign multiple tags to agents or trees.

Update: Tagging Agents, Trees and Nodes

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For this latest update, we’ve focused on improving the ability to tag various Zingtree objects. You can tag Nodes, Trees, and Agents to really help categorize and organize your work.

When adding tags, you can now pick from a list of existing tags, or easily delete tags with a single click.  This makes it easy to ensure consistency in your tagging (thanks to Bryan M for the inspiration).

Here’s a screen snippet from the Tree Settings tool showing how this new tagging interface works.

 

Tagging in Tree Settings

Some other goodies in this release:

  • Update: Restricts tree view in Agent Portal for tagged agents matching tree tags (h/t Adam C).
  • Update: Scoring Nodes now can be set with placeholders for values but no destination node picked (h/t Arie).
  • Update: Scoring nodes can now be set as the root node for A/B tests (h/t Ben C).
  • Bug Fix: Tree tag filtering in Agent Portal now works properly.
  • Bug Fix: Edge of scoring ranges now works properly (h/t Martin S).
  • Update: Added number of agent feedback comments for each tree to My Trees page (h/t Martin S).

Once again, thanks to our intrepid, fanatical Zingtree users for most of these suggestions.

Do you have any great ideas to make Zingtree even better? Please share!