Monthly Archives: September 2016

Updates: New Button Click Traffic Report, Designer Enhancements and More

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This latest Zingtree update is once again powered by our clever customers. We just take the ball and run with it.

Here’s what’s new this week:

New Traffic (Button Clicks) Report

For each node, you can see how often each button is clicked for any date range.  Also, you can walk through your tree and see clicks for the next node. Thanks to Elise M. and Matthew S. for the suggestion.

Designer Updates

We’ve made the color palette better, and the root node is now a unique dark shade of green.  Thanks to Corey D. for the inspiration.

Also New and Notable

  • Fix: Mobile output looks better due to a meta tag scaling fix
  • Update: Reports list ordered by popularity
  • Fix: Super user status not always recognized in My Trees (h/t Trey H.)
  • Update: Added content-question and content-answer classes to tree output for more CSS control over question and content areas. (h/t Kolja W.)
  • Fix: Breadcrumbs links went back one step too far. Fixed. (Cris M.)
  • Update: Session Notes now turn red if there’s a previous note, shows previous note. Also appears in Session List, Session Data reports. (h/t Florent N.).
  • Update: Added API for Session Notes extraction
  • New: Settings now has a Language option to ensure Back button and Email Node fields are localized properly (h/t Mike H.)

Got a great idea? Send it to us, and watch it magically appear in the next update!

How You Can Simplify Medical Triage With Decision Trees

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Before medical professionals even had digital options, they were figuring out ways to generate decision trees to solve difficult medical problems and obtain diagnoses. The decision tree is an incredibly powerful tool for healthcare purposes, and the introduction of intelligent, interactive options has made the process that much simpler.

Zingtree has a proven record of assisting medical professionals in a number of scenarios by making it easy to build a sophisticated triage or diagnosis system. By providing tools to create a user-friendly, digital way to gather patient information, Zingtree simplifies the pre-diagnosis or diagnosis process for patients, doctors, nurses and more.

1. Streamline Triage, Exams & Enrollment:

Risk assessment, patient enrollment and medical examinations have all been somewhat tedious tasks for the patient to be involved in. In order to ease their worries and expedite the treatment process as much as possible for all parties, you can create a decision tree for a more streamlined approach to gathering pertinent information, and routing patients to the right specialists. When the decision tree session has been completed, this Q&A patient information can also be delivered securely.

2. Intelligently Pre-Diagnose:

Medical diagnosis is one of those things in life that lends itself to a troubleshooting process. By asking a patient a few questions and then reacting to the answers with appropriate follow-up questions for more relevant information, medical professionals can narrow down the possibilities of what’s affecting a patient, rule out certain scenarios, and facilitate treatment options quickly. With scoring options available, you can also numerically weight answers and assign a score to each question answered to later act intelligently upon the total score.

3. Provide Medical Guidance & More:

A Zingtree interactive decision tree built with solid medical advice from an expert in the field can take patients through an intuitive process to help determine what steps to take next. Most often, healthcare professionals and organizations use Zingtree to screen patients, route them to correct departments, and fill out forms in a secure, HIPAA-compliant way.

View real, live examples of medical decision trees in the Zingtree Medical Decision Tree Gallery for inspiration, or to copy and use the format for your own medical practice or healthcare needs!


Are you interested in trying out a Zingtree decision tree for your medical practice? Contact us with any questions, or get started today.

The Most Essential Applications & Tools for Your Startup

Chances are, if you’re running or working for a startup, you’ve got less than no time to deal with a lot of things. No matter the industry you’re running in, you need a diverse, comprehensive toolkit to help you accomplish your goals, stay productive, and keep customers happy.

We’re a startup ourselves. We get how messy, brilliant, mind-numbing and rewarding every step of the way is, and have found some of the best apps and tools available today to help make things just a little smoother.

1. Zapier

Zapier is one of those digital wonders that’s still vastly-underrated, in our opinion. With the ability to automate actions across applications that you already use, it enables you to expand the potential of all of your resources. So far, Zapier has 500+ apps it can connect with, including Trello, Gmail, Mailchimp, WordPress, and Evernote.

2. Zendesk

Sometimes you need some help from companies that know exactly what they’re doing. Zendesk is a cloud-based, customer service software company that allows businesses of all sizes to develop super efficient, customer-centric CRM processes that — above all else — help you build and maintain great relationships with the people who are buying your product or service.

3. Intercom

Live chat interactions are one of our favorite ways to provide real-time, one-on-one support and service to customers. Intercom is on our all-star list of great live chat systems to implement online. Those with quick questions really appreciate the convenience and engagement with a real person, and businesses can provide fast assistance while staying productive.

4. Slack

Internal communication is just as important as the interactions with your customers; the rate of efficiency can either hurt or help your business. Slack exists to help startups like us keep in touch, collaborate, and stay organized as a whole team, even in those crunch-time moments. When in doubt, you can share reminders and other important notes to Slack as well; with powerful search features, it’s basically impossible to lose a text-based detail.

5. Zingtree (that’s us!)

Providing always-on support access might sound like a daunting task — any truly valuable automation can — but, the long-term benefits that businesses see from implementing these kinds of processes is astounding. Zingtree allows you to build customized, interactive decision trees online (and even embedded into your own website) that help customers help themselves, day or night.

BONUS! Zingtree integrates seamlessly with every app and tool listed above, allowing your startup access to even more amazing, time-saving, productivity-boosting features:


Ready to help make your startup more efficient, effective and ROI-driven? Get a free Zingtree account today

Adding Authors and Granting Permissions for Your Decision Trees

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In this quick article, we explain how Zingtree handles administrative rights and access rules for organizations that have many decision tree authors.

Let’s break things down…

The Three Types of Authors

In Zingtree, anyone who can create and manage trees or invite others to join is an Author. An author can be one of the following:

  • Billing Administrator: This one individual can make purchases, change plans, and see credit usage and view previous transactions. They can also transfer this role to another person.
  • Super User: This one person can do everything an Author can do, and can also delete Authors, or make themselves an administrator on any tree. The Super User can transfer this role to another person.
  • Author: Any organization can have multiple Authors. They can create and edit trees, and invite other Authors to the organization.

Collaborator Roles

An Author who is helping to build a tree is a Collaborator on that tree. Collaborators can have one of these permissions on any given tree:

  • Administrator: Can invite others, edit the tree, and change the permissions of any other Author on a tree.
  • Editor: Can edit the tree, but cannot delete it or change the permissions of any Author.
  • View-only: Can view and examine the tree, but cannot edit it or manage Collaborators.

In order to be a Collaborator, you must first be added as an Author.

Adding Authors

Anyone who is an author can add another author. Here’s how:

  1. Go to Account > My Authors.
  2. Click Add an Author.
  3. Enter the email address for the author.

The new author receives an invitation via email to sign up for Zingtree. If the author already has a Zingtree account, they are automatically added to the organization.

You can see all the Authors for your organization under Account > My Authors.

My Authors view

Deleting Authors

Only the Super User for your organization can delete an Author.  You cannot delete a Super User or a Billing Administrator.

To delete an Author:

  1. Go to Account > My Authors.
  2. Click the Details button next to the Author. The Author Details view appears.
  3. Click the Remove button for the Author.  If there is no Remove button, then the author cannot be deleted by you.

Assigning a Collaborator to a Tree

If you are an administrator of a tree, you can give other collaborators rights to administrate, edit or view the tree. Here’s how:

  1. Go to My Trees, and select a tree.
  2. Click Add/Manage Collaborators.
  3. Click Add Collaborator.
  4. Pick an Author from the list.
  5. Select the rights to assign (Administrator, Editor or View-only.)
  6. Click Add Collaborator.

See What Others are Working on

When you go to the My Trees tool, you’ll see an option to select an author. This shows you all of the decision trees this person is collaborating on. You can also choose “(all trees)” from the Author selector, which will show you every tree in your organization, including what rights YOU have.

My Trees view

If you’d like access to a tree, click on the Rights icon next to that tree. If you are the Super User, you’ll get immediate Administrator rights on that tree — otherwise, a request will be emailed to the administrators of that tree that you’d like access. You can also include a custom message when requesting access.


Any questions? Please feel free to reach out to us at any time!

Update: Improved My Trees Tool & Author Management

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This latest update to Zingtree makes it much easier to manage permissions and access to trees for multiple authors. This is especially helpful for our larger customers.

Here’s what’s new:

  • You can now view and add authors using Account > My Authors.  Once an author has been added, they can be picked as a collaborator. You can also see all the authors in your organization.My Authors
  • From My Authors, click on Details for each author, and see what trees they have access to, and what rights they have.
    Author Details
  • The My Trees tool is improved.  You can easily see all the trees you are working on, and what your rights are. Hover over the author count to see the names of the collaborators on that tree. Change the Author selector, and see the trees other people are working on, plus view your rights on those trees. Click on a Rights icon to gain or request access to that tree.The new My Trees tool.
  • Each organization now has one Super User.  This defaults to the Billing Administrator, or the person who first created the organization. The Super User can assign themselves Administrator rights to any tree, and delete authors.

You can see all the rules for how rights and permissions work here.

Many people asked for more control over the authoring process. Thanks to all of you for your input – we’re happy to make Zingtree even better for you!

8 Easy Ways to Improve Your Customer Support Game

Your support team is the first (and often only) point of contact between you and your customers. In reality, they hold one of the most important roles in your entire business. The bottom line is that a positive customer experience is defined by the skill, quality and knowledge of the support they receive.

So, how can you strengthen support efforts and improve your business overall? Here are some of our best tips for boosting how you serve your customers, and improving your internal customer support in the long-term.

1. Help Customers Help Themselves

It’s proven that people today aren’t thrilled with more traditional support methods, like calling your company up on the phone or sending in an email. Creating and maintaining an up-to-date knowledge base of information online, along with tutorials, FAQs and other valuable resources, allows your customers to proactively search for answers to the questions they may have and effectively self-serve their own needs.

2. Create Active Communities

In many cases, businesses are finding that creating actual communities online has been a powerful way to engage customers. By providing them with exclusive resources, updates, sneak peeks and contests, you’ll build up better rapport with your active community members, allow customers to communicate with each other to solve problems, and help improve your presence online.

3. Communicate Like People

Even though digital is really the way to go, at the end of the day your customers want to feel like they have access to real people, too. Offer up easy ways to get in contact, whether it be through email, phone or live chat capabilities. Social media is also a valuable tool to keep in touch with customers, help answer questions, and share updates on your business (and the people within it!) in general.

4. Take Advantage of Helpful Visuals

Words can sometimes get in the way, especially when dealing with visual learners and more complicated issues. Using the help of annotated screenshots, tutorial videos, how-to GIFs and other images to communicate a message makes things easier for everyone. Not only are visuals nice to look at, they are experts at conveying information, directions and context to a customer better than text alone.

5. Start Engaging Employees

If you’re running a business with a staff of employees at hand, be sure you’re paying them enough attention. You can have the best skills and support training in the industry, but if your agents aren’t happy or motivated, it won’t mean a lot. Getting your support staff energized and engaged with their role (and with helping others) is a great way to make sure customers have positive experiences all around!

6. Build Personalized Experiences

Your main support channels, like your support staff, are extensions of your company and brand as a whole. Having a support experience that feels out of place in association with your core message, product or service offering can throw customers off. Make sure that your knowledge base and other channels of information are customized and personalized to make your customers feel right at home.

7. Give Agents Custom Scripts

Once you find your magic formula for customer phone calls, you will be amazed what it can do to improve the effectiveness of your support staff and the happiness of your customers. Standardized agent scripts are a super easy way to guide reps through a natural, productive conversation and make sure customers are feeling heard, getting help and leaving the interaction worry-free. And management can see the various pathways that agents take through these scripts too.

8. Offer Always-On Access

In the digital age, it’s possible to give 24/7 support access to your customers without paying staff for any overtime. Building interactive, customer support decision trees and troubleshooters based on knowledge base data makes it incredibly easy to provide help to your customers across any or all areas of your business, even when no one is available to help one-on-one.

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 number of tickets coming in.

Ready to improve your customer support efforts? Get started with Zingtree today!

The Most Simple Ways to Build an Interactive Decision Tree

Zingtree’s decision tree platform makes it easy to offer your end-users an interactive way to find answers, optimize workflows, and a whole lot more. Below, we’ll walk you through how to make a basic decision tree using our most popular methods of creation in order to help you get a closer, step-by-step look at how it’s all done.

How to Use the Wizard

The Wizard is our most-used creation tool, offering simple prompts to build your tree, question by question (and answer by answer). It’s one of the easiest ways to work through an accurate flow for your customers or users.

1. Log in to your Zingtree account, go to My Trees and select Create New Tree. Choose the option to fill out forms with the Zingtree Wizard.

2. After naming your decision tree, choosing your ideal display style and providing a description, just click the Create Tree button to move on to the next step.

3. Once you start the Wizard, you’ll see an entry screen that will prompt your first question and answer options, along with some body content to give users context.

You’ll also be able to see a live preview of what the decision tree will look like, off to the right:

When you’re finished setting up your first question, click Save and Continue.

4. You’ll next be asked to fill out an unfinished part of your decision tree. Click to Offer a Solution, and fill out the form presented to you. Since this is a solution node, you won’t need to ask any other questions.

Click Save and Continue again when you’re finished.

5. Next, you’ll continue to fill out more questions and answers to reach the end paths of your decision tree. For greater selection, try providing more answer choices.

6, Next, you’ll see a page with an overview of the sequence you’re building. In this case, choose to Offer a Solution. This will be the end of one of the paths in your decision tree for your end-user.

7. Continue to complete the rest of the forms that the Wizard prompts. When you’re all done with the interactive building process, the Overview page will appear to show you every node and path in an easy-to-digest way.

Watch our tutorial video for more information about the Zingtree Wizard. 

How to Use the Designer

The Designer tool is another great way to create decision trees in a more visual way. Presented in a white board-style screen, you can easily build out every node, connection and pathway, while being able to see a high level overview the whole time.

1. Log in to your Zingtree account, go to My Trees and select Create New Tree. Choose the option to visually draw out your decision tree with the Zingtree Designer.

2. Once you start Designer, you’ll see the white board-style screen like the one shown below. Click on the green box for Node #1. This will be your starting node – the very first page your end-users will see.

2. Next, you’ll see an edit window appear on the right hand side. Change the Title, Question and Content areas to fit your tree needs.

Next, add another question by dragging a New Question node into the drawing area. Click the green box for the new question node, and edit it like the first time.

3. Drag a Final Answer node answer node into the drawing area, and edit it.

After adding your first questions and a Final Answer node, the Designer area will show everything like this:

You can drag as many question and Final Answer nodes into the Designer drawing area as it makes sense for your needs, and label them respectively.

5. After adding the question and answer nodes to your decision tree, it’s time to link them together. Hover over node #1 until you see a large dot appear, then drag it over to its connecting node.

After finishing linking all of your nodes correctly, it’ll look something like this:

6. The next step is to create the buttons your end-users will click, by editing the connecting arrows. Click the connector – in our example, titled “Check the Weather” – and an edit form will appear. Change it to look like the form below:

After you connect the rest of the choices in your tree, and relabel the connecting arrows, your decision tree will look something like this one:

Watch our tutorial video for more information about the Zingtree Designer. 

The Finished Decision Tree

No matter the route you take to get there, you’ll end up with the same stunning, super-powerful decision tree. Click through our demo tree below, and examine it within the Gallery to check out even more.



Have any questions about getting started with Zingtree decision trees? We’d love to speak with you anytime!

 

How to Build & Maintain Decision Trees in Different Languages

Across how many countries does your business or organization operate?

Do you want to customize trees for different dialects or regions? 

When you create interactive decision trees or troubleshooters for many languages or dialects, you are reaching and helping more people. When our customer IT Works realized that they needed to localize their frequently-changing decision trees, managing translations in Zingtree was an ideal next step.

This article shows you the process IT Works uses to keep their trees up to date in many languages. With the help of localization management software, coupled with Zingtree’s decision tree platform, it’s easy to create and maintain trees in multiple languages.

Here’s how to translate your decision trees:

1. Export your decision tree (which creates a JSON file).

2. Use an online localization tool, (IT Works uses Sisulizer) to extract strings from the JSON files, and deliver them to a translator. Once translated, Sisulizer will make a new JSON file with the replacement strings.

3. Import the translated JSON file back into Zingtree. The Import option lets you overwrite an existing tree, or create a new tree.

One great feature within Sisulizer is that it automatically tracks text changes from updated versions of your decision trees; the translation software flags only those changes, so the translator can quickly locate and modify just the new changes.

Learn more about Sisulizer, and get started with your perfectly-translated decision trees.

Tip: Re-translated files can be easily imported back into an existing tree with the “Import and Replace” option, located under More Tools.


Have a suggestion for us, or any other helpful tips to share? Please feel free to send them along!

The Best Way to Evaluate Employee Performance

Productive and happy workers are at the center of every successful business. But, knowing how to properly and efficiently assess the performance of your employees can be a big task to handle.

> Does your employee understand the overarching goals of his or her role?

> Are they enjoying the work that they do, along with the environment?

> Is he or she meeting personal objectives and levels of development?

These kinds of questions are important to keep an eye on to ensure your company is on a consistently good track.

How to Easily Evaluate Employees

Zingtree allows you to create what we call ‘evaluations‘ that assign a score to each question answered within a tree, and later lets you act upon the total score. This powerful decision tree logic can be applied to tests, quizzes, training simulations, performance evaluations and more.

Integrating a relevant, easy to understand, employee-appropriate decision tree evaluation into your workplace is a great way to tap into your employees’ knowledge, progress and comfort levels.

Here’s how to build a tree with scoring:

1. Add a score value to each button click when designing your tree.

2. As the end-user goes through your tree, Zingtree keeps a running total of the score values of all buttons clicked.

3. When you’re ready to act upon the running total score, use a new “Score Branch Node”. From there, you can specify a range of score values which redirect to specific nodes.

Here’s a preview of what it looks like, but you can get a step-by-step right here:

Evaluating the performance of your employees is an ongoing task that should cover all areas of their work ethic, achievements, and other random areas depending on the role at hand.

By using Zingtree interactive decision trees customized to fit your organization’s employee evaluation needs, you’ll be well on your way to a standardized, efficient way to keep everyone on the right track and help identify internal issues.

See more examples of evaluations and more on the Zingtree Gallery.