Monthly Archives: January 2018

Push Live: A Simple Decision Tree Publishing and Approval Process

Some of our larger customers have asked for a simple process for managing changes to their decision trees. When there are multiple people involved in making edits, and the final versions need approval, the Zingtree Push Live tool makes this procedure a breeze.

Push Live lets you have two versions of a tree – a development version and a live version. Your team makes changes to the development version, and when these changes are ready to go live, an administrator approves these changes by invoking the Push Live tool to update the live version of the tree.

Using Push Live is optional, and can be implemented at any time.

Overview

Here’s how Push Live organizes the publishing process:

  1. An author or authors make changes to a tree.
  2. Once the new tree is approved for release, an adminmistrator invokes a Push Live so that the new tree is available to end-users and agents.
  3. All changes and push events are tracked through the Snapshots tool.

Setup

Here’s how to set up a tree for Push Live:

  1. Select your tree from My Trees.
  2. Go to the Settings tool, click the Push Live tab, and check Enable Push Live.

  3. Make sure to click Update All Settings next.

Managing Live and Development Versions

You can switch between the development and live version of your tree from the main Tree Tools screen. Go to My Trees, and select a tree, or use the All Tools option in the Tools drop-down on every page.

Select Development or Live from the Version selector:


IMPORTANT: Use Live Publishing Links

The live version of a tree has different links than the development version. Make sure you are using the Publishing Links code for the live version of your tree by switching to the live version before using the Publishing Links tool.

The tree ID for the live version of a tree is the same as the development version, except that it adds 000 to the end of the ID. For example: If your tree ID is 123456789, the ID of the live version is 123456789000. So you’ll need to use different publishing links when making the live version of your tree available to others.

Pushing Changes Live

In order to update the live tree, you need to have Administrator rights on that tree.

Once you’re ready to “go live”, invoke the Push Live tool from the main Tools page, or the Tools drop-down. You’ll be asked for update notes on this version, which makes it easy to track what changed.

You can see the history of changes (with the update notes) for each update of the live version using the Snapshots tool (under More Tools).

Using Tree Nodes with Live Versions

If you have several trees under the Push Live process, and you are using tree nodes to link them together, Zingtree will ensure the proper development or live version is linked. When editing in the development version, use tree nodes that reference the development versions for your other trees. When you push live, those tree nodes will go the live versions of the other trees if they exist.

Here are the rules:

  • Tree nodes in the development version go to development versions of other trees.
  • When you push live, tree nodes in the live version go to live versions of those trees.
  • If a live version of a tree node doesn’t yet exist, the development version is used instead.

Give Us Feedback!

Is this Push Live feature useful to you? Do you have any suggestions to make this process work even better for you? Let us know!

Health Insurance Decision Trees: How Blue Shield of California Uses Zingtree


Operating within a large call center for healthcare insurance is a complex process. Healthcare specialties aside, any type of insurance is complicated both in discussion and when put into practice – agents working in insurance call centers need to be well-trained for every conversation. For Blue Shield of California, these difficult healthcare insurance processes are a constant occurrence.

“We are a call center in the health insurance field that takes member and provider calls in regards to eligibility, benefits, and claims processing. We have so many written documents to guide our representatives through processes which can be quite long when written out in a step action method.”

Improving Call Center Processes with Interactive Decision Trees

For insurance call centers, documentation and standardization of processes can be a source of stress for employees. However, with the right techniques and tools in place, keeping up with written materials and standardizing support workflows and call scripts can lead to a profound improvement in customer experience, support, and overall productivity.

Agent scripts and decision trees for insurance are one solution that has simplified and streamlined the types of insurance processes that Blue Shield of CA (and many other healthcare and insurance organizations) handle every day. Traditional call scripts and knowledge bases of information are quickly being upgraded to interactive decision trees that are far more effective, easy to build, and simple to navigate.

Interactive decision trees and agent scripts for insurance make it easy to follow processes, select products or other options, and collect critical customer data. In Blue Shield’s case, they have “begun implementing Zingtree to bring the written process to a more interactive state” in order to truly optimize and improve the process of customers receiving the answers they need.

“Zingtree has allowed us to make these step action tables more interactive and simplifying the process. A representative now, because of Zingtree, can get to their answer in 3 steps instead of 10 steps because we are able to frame the questions to get to the exact situation first.”

Cutting back on the time spent during each interaction leaves customers more satisfied, provides them with answers more quickly, and ultimately saves organizations valuable time and money on communications. Leading businesses and call centers worldwide use interactive decision trees to streamline and simplify every detail – meaning more people helped, more money saved, and more consistently-positive experiences.

Want to learn more about interactive decision trees and agent scripts for insurance? Discover our in-depth catalog of blogs and articles, or contact our demo team to see how decision trees can help.

The Most Important Customer Support Stats for 2018

customer support stats

Customer support has changed exponentially in the last few years. Better technology, more informed consumers, and higher expectations for fast access have all shaped how support is handled in businesses today. In the last year alone, the relationship between customer support and customer experience have become much closer, and have made a much larger impact.

According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. Companies and organizations will need to continue to adapt their support and experience strategies to keep customers engaged, informed, purchasing, and happy with the brand. Those who fail to do so will face more difficult competition in the market, as other brands are paving the way to success through positive customer experience. In fact, next year alone, it’s projected that 89% of businesses are soon expected to compete mainly on customer experience.

What’s to come is a direct reflection of what’s already been learned, and customer support is no different. Here are some of the most influential customer support stats of 2017 that will have an impact on what’s to come in 2018 and beyond.

Salesforce has reported that: 

  • 75% consumers expect a consistent experience wherever they engage (e.g., website, social media, mobile, in person).
  • 56% consumers willing to share data to receive faster and more convenient service
  • 70% of consumers say technology has made it easier than ever to take their business elsewhere.
  • 52% of consumers are likely to switch brands if a company doesn’t make an effort to personalize communications to them.

Deloitte has reported that:

  • 62% of companies view customer experience delivered by the contact centers as a competitive differentiator.

Gartner has stated that “companies that implement customer experience projects begin by focusing on ways they collect and analyze customer feedback. This is a great starting point for meeting your customers’ expectations.” They’ve reported that:

  • In 2018 more than 50% of organizations will redirect their investments to customer experience innovations.
  • By 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so make sure to give your customers the direction and tools they need to accomplish tasks themselves.

Internet Retailer has reported that:

  • Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies.

Zendesk has reported that:

  • 50% of customers think it’s important to solve product or service issues themselves.

In 2018, companies should make it a top priority that their customers can easily find answers to their questions, and solve their issues through personalized, self-service support options. Organizations that take customer support and customer experience to heart and make a real effort will have more effective strategies in the marketplace and will stand out to consumers.

In short, businesses in 2018 need to:

  1. Get set up with personalization
  2. Offer self-service, multi-channel support
  3. Use smooth UX and UI to provide a pleasant experience
  4. Know and understand your customers

Zingtree decision trees help organizations of all shapes, sizes, and industries to improve their customer experience and support channels. Build online, interactive trees that allow customers to self-solve, are easy to customize and personalize, and offer businesses the ability to collect valuable information to better understand their customers.

Get a free trial started for 2018, or get in touch with our team to learn more about how we can help.