Monthly Archives: May 2017

Zingtree Referral (Affiliate) Program

Some of our biggest supporters have asked us to come up with a way to reward them for mentioning Zingtree to their friends, social media circle, blog readers, or other interested people in another branch of their organization. So we’ve created the Zingtree Referral Program. Warning: This could be extremely lucrative for you.

How the Referral Program Works

We made a referral program that’s pretty simple and straightforward:

  • You receive 20% of any revenue from a paying customer you refer. Forever.
  • The referred customer also gets a 5% discount.

Sound enticing? 

How to Get Started with Referrals

  1. First of all, you must have a Zingtree account. It’s free, so go here if you don’t have one yet. You can be up-and-running in 3 minutes or less.
  2. From your account, go to Account > Referral Program – or just click the direct link here.
  3. Grab any of the links, and share with anyone you think may be interested!

Bonus: Including a Zingtree icon on your embedded decision trees, or simply just using Zingtree hosted trees, automatically enrolls you in the program.

Where to Share

  • Email, Twitter, Facebook, LinkedIn
  • Your Blog, Forum Posts, Website
  • Anywhere else you think people will be interested

Referral Restrictions

  • No self-referrals or posting on coupon sites.
  • No keyword advertising on the Zingtree brand.

This is a great opportunity – get started now! Full details are on the referral program page.

P.S. Our accountants think we’re insane. So be it.

Updates: Location Data and More

These past two weeks have been spent making Zingtree location aware, along with a few other things…

Here’s the latest:

  • New: Collect Location Data option (geo / language).
  • New: User signups set default timezone automatically from IP data.
  • Update: Single Sign-on Service provider Entity ID now requires a URL. One less thing to go wrong.
  • Update: Hides title and/or content area in panels mode if blank (for Josh).
  • Update: Form data report field names are now output in sorted order. (for Sherry S.)
  • Update: Compare trees tool has improved layout, can now toggle showing designer layout data.
  • Update: CSV import and CSV export can now handle scoring variables and scored button clicks (for Katie P.).
  • Update: Add Collaborator process has one less screen, more consistent with other processes.
  • New: In the Zendesk Agent Scripting app, adding ::tag to the end of button text will trigger Zendesk tags to be sent when button clicked. (for Katie P.)
  • Update: New spreadsheet import examples to showcase new features, including Logic Node import, scoring and more.
  • Fix: Proper discount rate shows when ordering a new plan, buying bulk credits.
  • Fix: Link Nodes opening in new tab restore last viewed node, remove the “please wait” thing (for Logan).
  • Fix: Apostrophes in merge variable values are now handled correctly (Chris P.)

Got a suggestion for an update? Give us a shout!

Automatically Including Location Data in your Decision Trees

Zingtree can tell a lot about your end-users just by gleaning information from their browser. For example, you can determine their preferred language, and where they are located.  Zingtree gives you an option to collect this information, and use it in your decision trees.

For example, you can pre-fill a Zip code field in a Data Entry field, or use Logic Nodes to branch to a node depending on the end user’s language or country.

Using the Collect Location Data option in the Settings tool, you can gain access to the following information:

  • Language
  • City
  • State/Region
  • Country
  • Zip or Postcode
  • ISP
  • Origin of server

Getting Set Up

Adding this data to your Zingtree session is easy. Here’s how to do it:

  1. Select your tree, and go to the Settings tool.
  2. Select Collect Location Data.


    If you want to do this for ALL your trees, also click on all my trees. (You can disable enhanced data collection on all your trees in the same way.)

  3. Click Update Settings.

From now on, any sessions with your tree will also include these variables:

  • zt_language (The 2 letter code of the user’s preferred language. “en” is English.)
  • zt_country
  • zt_regionName (this is a USA state)
  • zt_city
  • zt_zip (also Postal Code)
  • zt_isp (the user’s Internet Service provider)
  • zt_org (the origin of the user’s request. Often the same as the ISP.)

When you examine a session (like from the Sessions List report), you’ll see these variables as a part of your session, like this:

Got any cool uses for this? Let us know!

25 Customer Support Statistics You Should Pay Attention To

It used to be that winning products and services spoke for themselves, and kept customers loyal and happy; an era that’s long since been over. We think Jeff Bezos, CEO of Amazon, said it best himself: “In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.”

Customer support and experience are fundamental to the performance, and ultimately, the long-term success of modern-day businesses. These customer support statistics pulled from various industry reports and studies tell a story of how increasingly important it is to provide full-service, multichannel, round-the-clock, easy-to-digest support to every customer in 2017.

1. Companies lose more than $62 billion due to poor customer service every year on average. (Source: New Voice Media)

2. researchers found that among thousands of customers studied, customers who had the best past experiences spend 140% more compared to those who had the poorest past experience. (Source: Harvard Business Review)

3. 32% percent of those surveyed in a recent State of Social Customer Service Report found the phone to be the most frustrating way to engage customer service. (Source: ConverSocial)

4. 54% of millennials said they stopped doing business with a company because of poor customer service. So did 50% of Gen Xers and 52% of baby boomers. (Source: Conversion Research)

5. 40% of customers switch brands or services because a competitor offers better customer support. (Source: Zendesk)

6. There’s a $3 return on investment expected for every $1 invested in the customer experience. (Source: SiteCore)

7. 95% of consumers have taken action as a result of a bad customer experience, and of those consumers, 85% wanted to warn others about doing business with the company. (Source: Zendesk)

8. On the other hand, 23% of customers who had a good customer experience told 10+ people. (Source: Harvard Business Review)

9. 67% of consumers list bad customer experience as one of the primary reasons for churning. (Source: Kolsky)

10. 32% of social media users who contact a brand expect a response within 30 minutes, and 42% expect a response within 60 minutes. (Source: The Social Habit)

11. 77% of people say that valuing their time is the most important thing a company can do to provide them with good service. (Source: Forrester)

12. 90% of consumers say they expect consistency and continuity from a brand across channels. (Source: Microsoft)

13. 97% of global consumers say customer service is important in their choice of, and loyalty to, a brand. (Source: Microsoft)

14. 51% of B2B companies avoid vendors after a poor customer service experience, and 66% stopped buying completely. (Source: Zendesk)

15. 66% of customers said that they would spend more with a retailer for improved customer service. (Source: Salesforce)

16. Only 1 out of 26 unhappy customers complain, and the rest churn. (Source: Kolsky)

17. Live chat support has a customer satisfaction rate of 73% – the highest of all customer service channels – with email at 61% and a low 44% for phone support. (Source: Econsultancy)

18. 55% of consumers say that easy access to support and information can make them fall in love with a brand. (Source: RightNow)

19. Even for a small support team of three people, implementing simple automation can save up to 600 hours — that’s an extra 25 days every year. (Source: Groove HQ)

20. 60% of consumers view a brand with a mobile-responsive self-service offering more favorably. (Source: 2015 Global State of Multichannel Customer Service Report)

21. 90% of customer service decision-makers believe that delivering good customer service is critical to their company’s success. (Source: Forrester)

22. 50% of customers think it’s important to solve product or service issues themselves. (Source: Zendesk)

23. 70% of customers expect a company’s website to include a self-service application. (Source: Super Office)

24. 91% of customers surveyed said that they would use an online knowledge base if it were available and tailored to their needs/questions. (Source: Coleman Parkes)

25. In a survey of more than 75,000 consumers, the number one most important factor in a customer’s loyalty was found to be reducing their effort; in other words, the work they have to do in order to solve their problem. (Source: Harvard Business Review)


As new trends in customer service and customer experience emerge, companies in every industry are taking stock of what they can do to improve. With such high importance placed on providing consistent, fast, and self-service support to customers, Zingtree decision trees are a powerful tool that can streamline and strengthen customer service.

With an interactive online format that can be hosted anywhere, interactive decision trees allow customers to quickly self-solve issues, find answers to questions, and schedule follow-ups, so they’re more likely to be happier and more loyal to your business.

Did we miss any important statistics or trends? Let us know in the comments below!

Integrating a Decision Tree Transcript into CRM (and Other Apps)

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Beyond troubleshooting and support, Zingtree makes a handy interactive front-end for getting people to the right page on your website. We consistently see our customers building trees for sales prospecting, medical appointments, loan qualification, hiring and other environments where a little bit of automated filtering goes a long way. Plus, Zingtrees are a great means for information gathering, too!

We also get requests for integrating Zingtree within various back-end platforms – most notably, CRM. Often, when a customer’s data gets imported into another system, you’ll want the Q&A transcript of their Zingtree session attached.

We’ve created a Simple Sales Funnel demo tree and a basic back-end script in the Zingtree Gallery so you can see a working example.

Here’s how to pass a Zingtree Q&A transcript along to ANY system:

1. From your tree, create a link node to your contact form (i.e. contact_form.php), with a URL like this:

contact_form.php?session_id=#session#

2. In contact_form.php, add this JavaScript right above the ending </body> tag:

<script
id="zingtree_field_id"
value="session_data"
src="//zingtree.com/api/add-session-data-to-form.js">
</script>

3. In the form itself, add a hidden field with an id of “session_data”. The name can be whatever you like. Example:

<input id="session_data" name="zingtree_stuff" type="hidden" value="" />

That’s it!

Under the hood: When the form is loaded, the add-session-data-to-form.js script reads the session_id parameter, then loads the session transcript into the hidden field with the id=”session_data”.


BONUS:

Rather than having a field that must have an id of “session_data”, you can also specify the ID of the field that you want to insert Zingtree data into. This is especially helpful for Salesforce or other CRM apps that generate forms for you.

For example, if you added a multi-line text field to your CRM system form with an ID of “my_data_field”, you could use this piece of code instead:

<script
id="zingtree_field_id"
value="my_data_field"
src="//zingtree.com/api/add-session-data-to-form.js">
</script>

 

This article was originally published October 5, 2016.

New Data Entry Form Updates and More

Besides turning Scoring Nodes into more powerful Logic Nodes, we’ve done a lot of little improvements and fixes in the last 30 days.  In particular, we’ve had a few requests for enhancing Data Entry capabilities.

Here’s what’s new:

  • New: Logic nodes
  • API: delete_form_data returns better error message if deleting already deleted form data (Jay H.)
  • Fix: Link nodes now wait for session data to save before linking out. Makes API calls from linked node work 100% reliably.
  • Fix: SSO URLs are now REST compliant (no & or ? characters) (Priya)
  • New: Added browser_language built-in variable (Eric J.)
  • Update: Logic node editor can set root node.
  • Update: Tree nodes can be set as root node (Chris P.)
  • Update: Only allows letters, numbers and underscores in tags. (Morgan A.)
  • Update: Edit Content Node shows advanced options by default if tags or any other advanced option is set (Bill Z.)
  • Update: Simple Overview shows node tags on each line (if they exist). (Bill Z.)
  • Update: Link nodes now show a “please wait” message, in case new page is slow to open. Also improves email-session-info.php experience.
  • Fix: No longer able to inadvertently create node #0 from Document Node editor. (James W.)
  • Update: Tree search (and search in Zingtree FAQ) now shows node title and tag matches first. This gives more relevant results for tree searches.
  • Fix: host-trees integration URL with a space in the agent name source= parameter now gives correct results (Juan C.).
  • Update: Create Tree for Excel, Sheets options now includes direct links to Excel, Sheets example files.
  • Fix: Blank lines in bulk agent submit no longer show an errant error message. (Allen J.)
  • Fix: removed extra white space at the bottom of embedded trees (Josh S.). (Requires getting new embed code.)
  • Fix: Now saves form data when jumping to a new tree and not continuing past the first node (Diana T.).
  • Fix: Session List CSV export now uses local time.
  • New: Session List (All Trees) Report (for Koltyn)
  • Fix: Agent feedback button didn’t show or work properly in embedded trees (Morgan).
  • Update: Button labels can now be 255 characters.
  • Update: Increased database performance by moving to SSD storage.
  • Fix: Now allows tags to be entered without having to press ENTER.
  • Update: Default tag choices that appear in tag list drop down in Settings, My Agents are from all agents and trees, and only from current organization.
  • New: Email and password field types now included in Data Entry Forms (Imran, Maximiliano)
  • Update: Now supports “required” option for radio buttons in data entry forms (Imran, Diana T.)
  • Fix: Tooltips now always appear
  •  Fix: Preview for authors with apostrophes in their name now works properly (Joe O’)
  • Fix: Nopermalink now gets passed as a parameter for host-trees.php (Jenn V.)
  • Fix: Uses https:// for hosting when going from https://zingtree.com/host-trees.php (Jenn V.)
  • Update: SSO restriction is set by default for new trees if SSO is set up for organization (Jenn V.)
  • Update: Better CSS for panels style tree rendering.
  • Update: Spaces in search parameters sent to host-trees.php turn into underscores so tag matching can work properly (Jenn V.)
  • Fix: Clicks and Usage report wasn’t showing true engagement due to using last click time.
  • Fix: Empty scoring variables no longer cause JS errors when rendering trees (Bob H.)
  • Fix: Emailed session transcripts from multi-tree sessions now get the proper questions before the tree jump (Travis A.)
  • Fix: Webhooks with no returned data no longer make JS errors while rendering tree (Bob H.)
  • Fix: Editing data entry fields – can now properly set Required attribute for multiline text fields (Bob H.)
  • Fix: Launching trees from host-trees.php now properly passes along agent name (Juan C.)
  • New: /api/get-history-data.php for use with updated Zendesk Support app
  • Update: Agent feedback now includes link to session transcript (Katheryn P.)
  • Update: Added last_click_time fields to get_session_data API call (Ricardo)

Phew!

As always, let us know if you have any suggestions, comments, or brilliant ideas!

Announcing Decision Trees with Logic Nodes

In order to make decision trees that can help solve real world problems, sometimes you need the ability to do more than just choose a path based upon a finite set of choices. For these reasons, we’ve introduced Logic Nodes into Zingtree.

In addition, we’ve found that many of our customer’s integrations are passing data variables into Zingtree, and there are situations where they would like to act on the value of those variables. Logic Nodes make this easy.

If you’re an existing Zingtree author, Logic Nodes replace Scoring Nodes from previous versions. Any tree that is using Scoring Nodes is automatically migrated to this new system, without losing any functionality or you having to do any updating of your trees.

Here’s How Logic Nodes Work

When you edit or create a Logic Node, you’ll see something like this:

Logic Nodes test the value of your Zingtree variables with a series of rules and jump to a node when a condition is met. The rules are applied in order, so once a rule condition is met, the node assigned to the rule opens next. You can also assign a default node to jump to in case no rules apply.

In the example above, if the variable fruit equals banana, then Zingtree will open node #8, the “Banana” node. If fruit is watermelon, then the default “Something Else” node opens.

About Variables

Variables can be numeric or text, and the comparisons work for either data type. You can bring variables into your trees in several ways:

Note: Your choice of variables is shown in a drop-down list. If Zingtree hasn’t encountered a variable yet in one of the above scenarios, then it won’t appear as an option.

Editing Rules

When editing your Logic Nodes, you can edit your rules as follows:

  • Reorder rules by dragging them up and down with this tool: Reorder Logic test
  • Delete a rule by clicking on this: Delete logic test
  • Select any existing variable from the Variables drop-down.
  • Select an operator (=, ≠, <, >, ≤, ≥ ).
  • Enter a value to perform the test upon.

You must also enter a default node to jump to if no conditions are met.

Conclusion

Zingtree Logic Nodes give your decision trees a bonus option for adding extra intelligence to your processes and troubleshooters. Do you have a cool application for Logic Nodes you’d like to share with us? Reach out and tell us your story!

4 Steps to Creating a Scalable Customer Support Strategy

While you can choose to pool all of your energy into development or marketing to get your product/service alive and out into the world, you’ll only ever see some of that potential return. After all, what is a reliable product without a reliable company behind it?

Investing the time and resources into building a solid, scalable customer service strategy is necessary to creating a brand that’s both profitable and sustainable. According to a recent Customers 2020 report, experts predict that customer experience will soon surpass price and product as the key differentiator from one brand to another. In other words, how you handle customer service matters.

When Applian Technologies was working on improving their processes and becoming more streamlined, they performed a support audit of their channels and found a lot of inefficiencies. Their goal was to scale up as a startup, and their human labor intensive customer support strategy was holding them back. From our experience with Applian building customer experience, we came up with a few pointed steps to lead to a scalable support roadmap.

1. Find the Perfect Help Desk Platform

After performing a full-fledged audit of your customer service efforts, it’s time to adopt a help desk solution if you haven’t already. And, if you have, it might be a good time to refresh things or even look into new platforms if things aren’t scaling up as quickly as you’d hoped.

The right help desk solution will centralize your communications across email, chat and social media, and be easy to manage day-to-day. With a platform like Zendesk, Freshdesk, or Desk.com, support teams can quickly identify repetitive issues, respond to customers and solve problems, and access key analytics to help optimize further along the way.

2. Offer Multi-Channel Customer Service

Offering multiple channels of access to support is the best way to keep customers happy 24/7; with the tools available today, it’s possible to provide consistent customer service without outsourcing live support or keeping agents up at all hours. The basic minimum multi-channel support platforms include:

  • Live chat support
  • Phone number
  • Helpdesk or CRM
  • Knowledgebase and FAQ
  • Interactive troubleshooters

While agents are offline, interactive knowledge bases, FAQs, and troubleshooters can offer customers access to many answers and solutions. Zingtree integrates with any CRM (like Zendesk and Desk), as well as live chat tools (like Zopim and Intercom) and publishing platforms (like WordPress), so you can strategically connect the dots with your customer service strategy, and help to streamline the entire process as you scale up.

In fact, when Applian technologies set up an interactive support system, they saw a 20% overall reduction in support cost and a huge reduction in the volume of back-and-forth support tickets overall.

3. Train Your Support Agents Early and Often

Onboarding new agents early and training (and re-training) them often is a hallmark of any company that truly understands how the knowledge of their employees can impact performance, satisfaction, and motivation. As customers are more empowered in their control of purchasing when, where and how they choose, so too should customer service agents be; training should always include a tutorial on how and when to go above and beyond for consumers.

Interactive training programs, much like interactive knowledge bases, are an ideal way to share information. With an online, standards-and-scenarios based training program, support staff can continue their company education in an easy-to-digest format, with complete information available on every facet of the business that they might need to know.

4. Keep up With (and Analyze) Reports

At the end of the day, the numbers and data surrounding your support strategy won’t lie. Set up your CRM tool to dole out automated reports based on the key statistics and indicators you need to keep track of, as well as for Twitter, Facebook, and any other platform you’re communicating with customers through. Aggregating and analyzing this data can help you to consistently improve as you scale up, identify any bottlenecks or trouble spots, and prove to the board that your strategy is really working.

Zingtree offers powerful analytics and reports to help make pulling data every month as simple as possible. Depending on how your interactive decision trees are set up, you can quickly see high-level usage stats, breakdowns by agent, overall traffic, and much more. Additionally, Zingtree works with Google Analytics to allow you to get even more robust and powerful tracking data.


How scalable is your current support strategy?

Start a new interactive decision tree to start streamlining, scaling up, and saving time and money. 

Any questions? We’re always here to help you get started. 

Need a Creative Boost? Our Top Decision Tree Examples

Interactive decision trees can be incredibly powerful tools for technical support, troubleshooting, call centers, corporate procurement, purchasing and processing, scheduling, and so much more. The possibilities are endless for businesses, and even individuals, but it can often be a little difficult gathering the right inspiration to get started.

Our blog, gallery, website, and tutorials are full of decision tree examples to help you start off on the right path. In fact, we built our Gallery for exactly this purpose: To arm you with all of the tools and examples you might need. With the gallery, you can explore and examine decision trees to see how they are built for different functions, test out different themes and styles, and even duplicate existing decision trees so you don’t have to start from scratch.

We’ve hand-picked a few favorites to show just how dynamic these trees can be. Plus, we offer up some tips on customizing and personalizing decision trees to make them look and feel exactly how you want.

Great Decision Tree Examples

Basic Support Example

Click here to examine this decision tree example. 

Content Marketing Example

Click here to examine this decision tree example. 

HR Questionnaire Example

Click here to examine this decision tree example.

Personality Test Example

Click here to examine this decision tree example.

Appointment Scheduler Example

Click here to examine this decision tree example. 

Customizing Your Decision Trees

Personalizing and customizing decision trees is a fun way to inject a little character into your interactive experience. Once you’ve got those creative juices flowing, give some of these custom tweaks a try:

1. Use a Zingtree theme to mix and match different styles and colors.

2. Insert your own custom CSS to perfectly match your business or organization’s branding.

3. Add video, GIFs, and images to help support your questions, and add new visual elements to your decision trees.

4. Include icons (or even emojis) in your page titles and buttons.


Ready to get started? 

Check out the Zingtree Gallery for even more creative inspiration, and log in to work on your own.