Category Archives: Customer Support

3 Amazing Ways to Use Interactive Decision Trees With Your CRM

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Positive, effective customer support and relationships are key to building a solid business foundation in any industry or field. With the potency of today’s CRM systems and integrative technologies, almost anything is possible in the realm of streamlining customer-based operations.

Introducing interactive decision trees as a unified part of your CRM platform — like Salesforce, Desk, and Zendesk — is an effective way to simplify the customer support and relationship process, and their continued optimization. Zingtree provides powerful tools for agents, customers and the measurement of both.

1. Customized Agent Scripts

Agent scripting solutions allow support agents to have a live, customized script to use as a guide when communicating with a customer. They are written in the brand’s own voice and follow personalized standards that make it much simpler for agents to portray the correct information and provide help to the customers.

Scripts help agents deliver more consistently positive experiences with less training, using prompts to follow along with; new questions will be presented depending on the answers given. This type of organized conversation makes the customer feel (and know) that they are actually being heard and understood.

2. Interactive Self-Help Troubleshooters

Zingtree is a powerful tool for building custom interactive decision tree troubleshooters – these allow customers to follow a path of questions and answers that lead to a final most-likely solution, and are especially helpful for more technical issues or questions. Additionally, when a customer’s data is imported into the CRM platform, agents can attach the full Q&A transcript of their decision tree session to keep every piece of relevant information in one useful place — with the Zingtree API, this information retrieval is automatic.

For organizations taking advantage of live support chat systems, Zingtree integrates directly with chat platforms to allow simple extraction and presentation of data. Our software allows Zingtree to open a Zopim or Intercom.io chat with the customer, gather information before the chat begins, and include a full transcript of the decision tree session as a part of the chat so that agents are provided with a holistic picture of the customer’s issue.

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 volume of tickets. Using support decision trees based on customer-facing knowledge base data makes it easy to provide help across a variety of areas, become more efficient and save resources, while in turn cultivating long-term customer relationships.

3. Analytics & Customer Data

At the end of the day, the numbers reveal all. With built-in, real-time analytics and powerful usage reports, organizations can view the direct impact of their implemented Zingtree decision trees.


By introducing decision trees based on company knowledge base and agent information, implementing customized agent scripts and continually measuring the data behind both, organizations will best utilize their CRM and other support processes to benefit the customer and company.

Any questions? Please don’t hesitate to contact our trusty staff!

This article was originally posted on March 17, 2016, and has been updated for accuracy and freshness.

3 Reasons Why Retailers Need to Offer Self-Service Support Online

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As Internet usage rises exponentially around the world, so does the popularity of online shopping. And naturally, as self-service shopping becomes more prevalent, the need for complementary self-service customer support becomes even more important for retail stores to introduce. Whether it’s for convenience, savings, location restrictions or any other reason, consumers are spending a lot of time and money with eCommerce retail.

Let’s take a look at some statistics:

  • Global online retail sales are estimated to top $4 trillion by 2020, making up 14.6% of total retail spending. (eMarketer)
  • Retail eCommerce sales in North America will rise 15.6% this year to reach $423.34 billion. (eMarketer)
  • The number of consumers browsing and buying online will hit 270 million by 2020, driven largely by mobile. (Forrester)
  • 72% of people think that self-service support is a fast and easy way to handle support issues. (Desk)

Is your retail store providing online, self-service support to empower customers? Here are a few big reasons to start making the change…

1. Answer Questions Outside “Regular Hours”

Your storefront hours and customer service representative availability will always have a timeframe. Meanwhile, customers are online shopping at any and all hours of the day – they are bound to run into some questions or issues while you’re away. Knowledge bases of information and thorough FAQs are critical to upkeep for online shoppers, and when you put that information into an interactive, easy-to-follow format, customers are all the more likely to find the answers they need quickly and painlessly.

Online decision trees and troubleshooters are the perfect way to set up customers for success outside of official store hours. Rather than forcing customers to search a trove of documents, by guiding end-users through a simple, click-by-click knowledge base they can easily self-solve questions about sizing charts, returns and exchange policies, gift card redeeming, credit card processing, and anything else they might need.

2. Encourage More Sales

Forrester estimates that online retail sales in the United States will grow 17% between 2016 and 2018. However, this fails to represent the huge percentage of customers who are far more likely to make a purchase (either online or in-person) after a successful online experience. In fact, offline sales that were influenced by a web-based interaction or experience hit close to $1.5 trillion just last year. Customers who purchase in your brick and mortar retail store have already looked at your website before walking in the door to buy. For this reason, creating a super-helpful online experience is just as important as the trained sales staff hired to generate interest in-person.

A self-service decision tree can also help encourage more sales online, too. For instance, our clients, Phoenix Bats, created a perfectly customized decision tree to help more customers find the exact right product to fit their needs. The Bat Selector decision tree now helps direct customers to the ideal bat, leading to an increase in overall sales.

3. Streamline Customer Communication

Your store’s website should be doing most of the work – if a customer has to hunt around in order to get some form of contact, you’re off to a rough start. Decision trees make a helpful interactive front-end for directing customers to the right page on your retail website, so people can easily get where they need to go with the power of automated filtering. Plus, they look and work great on any browser – on desktop or mobile – so customers can access a system to communicate with you anywhere with Internet access.

Once your agents are signed back online, any information submitted through your online troubleshooter decision tree during offline hours can be linked directly to any CRM (or live chat tool) your retail store is using, including Freshdesk, Zopim, Intercom, Salesforce, and others


Check out the Zingtree Gallery for decision tree examples.

Ready to start streamlining retail customer support for your eCommerce business? Get in touch with us, or sign up for an account. 

How To Use One Tree for End-Users and Employees/Agents

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We’ve had requests to make it easy to use one tree for both end-user support and internal agent usage. Rather than maintaining two separate trees, being able to have one source of content and show (or hide) parts between agents and end-users can be extremely helpful. So, we’ve introduced two new template tags that allow this to happen.

Demo

The Dual Use Agent and End-User Example Tree from the Zingtree Gallery shows how this type of tree is built and operated. You can switch between End-User and Agent views by opening the Show More Display Options link.

Creating Agent-Only or End-User Only Buttons

The first node in the demo has a button labelled “Other Options for Agents only”.  This button only appears when agents are viewing the tree, but not for end-users.  Here’s how this magic is done:

  • If you prefix the button label with AGENT_ , only agents will see that button.
  • Prefix a button with USER_ to show it to just end-users.

Creating Nodes with Dual Content

In the content area for any node, you can insert special tags that make the text visible to just agents, or just end-users.

To show content for agents only:

Surround the content with [[AGENT-ONLY]] and [[/AGENT-ONLY]].

To show content for end-users only:

Surround the content with [[USER-ONLY]] and [[/USER-ONLY]].

You can access these template tags from the content editor in any node:


Example

If your node content area looks like this…

This is the content for a node.

[[AGENT-ONLY]]Agent stuff shows here[[/AGENT-ONLY]]

[[USER-ONLY]]User content shows here[[/USER-ONLY]]

An end user will see this…

This is the content for a node.

User content shows here

And your agents will see this…

This is the content for a node.

Agent stuff shows here

How to Preview

The updated Preview tool lets you see content views for agents or end-users:

Implementation

Your agent-only content will appear in trees accessed via the Zingtree Agent Portal. You can also make this content appear by adding the following parameters to the URL for Zingtree hosted or embedded trees:

&agent_mode=1&apikey=YOUR_API_KEY

Substitute your API key for YOUR_API_KEY in the URL. You can find the API Key from the API page, or if you have multiple organizations at the bottom of the Organizations and Billing page.


Do you like this new feature? Or have any other comments? Please share with us!

Why Millennials Want Independence in Customer Support

(Image via Gen HQ)

Customer service delivery preferences are rapidly changing. This is in part due to technological advances, but also the customers themselves —particularly millennial customers. This demographic cohort increasingly prefers to take CS employees out of the equation completely and simply do it themselves. Whether it’s purchasing groceries or other goods online, the millennial generation is antsy to self-serve.

As customer demands have evolved over the years, so too has self-service. Many businesses offer only limited self-service choices, which can quickly frustrate their millennial customer base. If your company’s self-serve options are restricted to general tasks, it’s time to explore how you can make this feature more comprehensive to meet the demands of millennials.

The Hard Facts of Millennial Customer Service

Numerous studies conducted by various firms have repeatedly shown that millennials prefer to self-serve and self-help rather than interact with a company representative, and the numbers really speak for themselves. In fact, in a comprehensive study, it was discovered that:

  • Nearly 70% of millennial females are comfortable resolving CS issues on their own, without having to interact with a company representative.
  • 64% of millennials prefer self-service, whereas only forty-seven percent of baby boomers do.
  • 56% of millennials moved their business elsewhere as a result of poor customer service.

One reason for the popularity of self-service in this demographic group is that they can remain in control of online purchasing and other habits. Millennials expect efficient, 24/7 access to any online support decision, whether it’s updating an account profile or making a purchase. Self-service in modern times is more than an FAQ; the future of customer service will be much more customizable, interactive, and will put the customer in the driver’s seat.

Contact Centers Still Matter

Providing more self-directed features doesn’t make a call center obsolete, but it does change its function. Contact centers will need to handle more sophisticated and technical inquiries and will have to hire, train and staff to address this need. If companies don’t adapt to meet current and future customer demands, they’ll likely frustrate customers and risk losing business.

Companies can no longer rest on the laurels of their brand, product or service; they must stay ahead of the curve and understand that how customers interact with them is often more important than the product itself. Self-service is looming large on the horizon of customer service delivery preferences – don’t fade into the sunset because you missed the boat on where the industry is headed! The future of customer service will be more self-controlled, but ready with agents to help guide customers to success.

This article was written by Tamara Irminger of MHI Global. Are you interested in submitting a guest blog post? Please contact us!

This article was originally posted on Jan 12, 2016.

Can Agent Scripting Improve Your Call Center KPIs?

Call centers play a fundamental part in how efficient and effective a company can truly be, but it takes much more than just providing customer service to reach new heights as a business. Each call center will likely have variations on the same metrics to be tracking as key performance indicators (KPIs). Regardless, you should spend time figuring out which ones matter the most for your company’s overall goals and start tracking them if you aren’t already.

Zingtree Agent Scripting solutions provide a helpful platform for making improvements and optimizations in many practical areas for call center agents, including the following most commonly found call center metrics.

1. First Call Resolution

First Call Resolution (FCR) is a measurement of the number of customer calls that are resolved during that interaction, and do not require any follow-up for additional information. With agent scripts in place, call center representatives can quickly and easily match customers to the right problem and/or solution through an interactive guide, making the process of improvement infinitely smoother than other options.

2. Average Speed of Answer or Resolution

Average Speed of Answer (ASA) is the average amount of time it takes for an agent to answer calls during a specific time period. Agent scripts allow call center reps and customers can spend less time waiting and solving problems, and quickly identify end-results. The Session List report allows you to see which agents take the most time and which achieve the best results. You can also use customer-facing decision trees to help customers self-solve, as well as quickly gather background information to speed up resolution time.

3. Customer Satisfaction

Customer Satisfaction (CSAT) is a critical measurement for all organizations to keep at top-of-mind. For call centers, this metric is expressed as a percentage, with 100% representing complete customer satisfaction with the level of service provided. It’s been proven that spending less time on the phone or on chat dealing with a question/issue, and getting the right answer quickly, makes customers happier and more loyal. By implementing interactive agent scripts, every customer call is quickly routed where it needs to go, leading to faster answers and more satisfied customers.

4. Agent Performance

Agent Performance is a direct measure of how effective call center agents are; a necessary metric to keep an eye on in order for true improvements to occur (after all, your agents are at the front lines of every customer interaction!). With our Agent Scripting tool and, you can easily track each agent interaction and each customers’ reason for needing support, as well as access Session Matrix reports on how your script is being used by agents within a given date range.

5. Average Handle Time

Average Handle Time (AHT) of a customer inquiry measures the average duration of one customer interaction, including any hold time or other related tasks that follow the direct interaction. Tied directly to Customer Satisfaction, it’s imperative to improve both in tandem to achieve the best results for your call center. By using optimized, standardized agent scripts as a part of your day-to-day efforts, call center agents are able to effectively cut down on the time spent in each call by eliminating any inefficient questions or language.

Get Started with Agent Scripting

It’s easy to get started after signing up for a Zingtree account! Just select the Create New Tree button found under My Trees and select your preference for building an agent script. Let the Zingtree Wizard prompt you for the questions and answers, use Visual Designer to draw a flowchart, or even import from Google Sheets or Excel.

Follow our in-depth instructions for building your interactive agent script. Once your script is ready, you can:

  • Host on any web page or browser for easy access
  • Get complete analytics and reports for optimization
  • See full Q&A transcripts of every call for true understanding
  • Keep track of agent performance and improvement

Check out our short video to learn more about how Zingtree Agent Scripting can improve your call center:

Any questions? We’re always here to help!

5 Traits You Need to Be a Great Customer Advocate

At Zingtree, we take the time to be available to customers on a daily basis, whether the interactions are about new feature suggestions, questions about the possibilities or limitations of decision trees, or even just to stay within easy reach. Understanding that providing the right kind of customer support can lead to incredible relationships, ideas and growth have been fundamental in developing Zingtree.

Customer advocacy involves using a totally customer-focused support strategy and is important because it ultimately transforms loyal customers into ambassadors for your brand. When your representatives act as true customer advocates, the effect of customers acting as advocates for your business in return grows organically. We’ve seen it time and time again; actively listening to and being engaged with customers, and taking their ideas and issues to heart, comes back around to businesses in a big way.

Our experience with support has taught us that, while it may not be difficult to switch gears to a more customer-focused strategy, it requires a lot of prioritization and attention to detail in the long-run. That said, here’s what we’ve learned over the years for how to be an incredible customer advocate.

1. Responsiveness

When your customers have a question or issue, being prompt in your response is always key to starting off with a positive interaction. While speed shouldn’t be the most critical customer service metric your business is tracking actively, it contributes to the customers’ perspective that their inquiry is important to you (because it is!). Being quick on the draw with helpful, accurate information allows customers to gain more confidence in your company, leading to a much greater likelihood of an ongoing relationship with your brand.

2. Composure

Being calm, collected and easy to talk to is something that seems like it should come naturally to many people in customer service, but, in reality, doesn’t always. When support agents are able to find a natural and relaxed level of conversation, it really shows; coupled with the ability to communicate highly technical phrases in an understandable way, agents become unstoppable. Standardized scripts set in place to guide support reps through everyday interactions are the perfect way to ensure that every agent knows just what to say, and when to say it, so that customers always feel heard, understood and helped.

3. Adaptability

In the customer service field, no two days are exactly the same. Preparation, excellent (and ongoing) training, and custom scripting solutions are all in place to set customer service agents up for success, but being adaptable in new situations can be an incredible asset in times of uncertainty. Did someone discover a nasty bug in your software before the tech team? Is a customer feeling impatient about an order or a discontinued promotion? It’s important that support agents feel empowered and comfortable enough in a support situation to adapt to new or foreign scenarios.

4. Knowledge 

Having a deep understanding and breadth of knowledge where your products, services, and interdepartmental functions are concerned is always valuable to a customer. Customer-facing agents should be thoroughly trained on every facet of the company’s products and inner workings in order to provide the most helpful service possible. It’s inefficient to have to tap on the shoulder of every other department head just to answer a quick question and can be incredibly frustrating for customers to have to jump from agent to agent.

5. Proactivity

Do something for your customers before they even realize they want or need it done! When your business implements a system of proactive customer service, you’re effectively keeping customers in the loop (well in advance) when problems and notable updates arise, and are staying ahead of potential customer service failures. While proactive communication may not be possible for every scenario, when you anticipate or identify what can potentially go wrong and notify the customer early on, you boost the confidence that a customer has with your company.

 

The Best Ways to Make Customer Support Profitable

To the untrained eye, customer support is merely a means of communication and troubleshooting. Experts and strategic decision-makers, however, have seen the incredible impact that customer service can have in all areas of business — including improving revenue.

Your success as an organization relies on providing an exceptional experience throughout the entire purchase and post-purchase process; it’s so much more than just offering a support system. At Zingtree, having great support has been key to our success. In spite of the fact we have lots of information in the form of decision trees, articles, and our FAQ, over 90% of our new customers have interacted with us via email, chat or voice.

What it takes to actually deliver excellent customer service is simple: put your customers at the center of your business initiatives and take them into consideration before any decision is made. Once you figure out how to implement this magic formula into your day-to-day processes, you’ll be well on your way to making customer support a major profit-generator.

The Real Value of Customer Support

Heard any customer support horror stories recently? Poor interactions with customers happen more often than you’d think, and they have a direct negative effect on your annual revenue. According to a Gartner study, as much as 86% of consumers quit doing business with a company completely because of a single bad customer experience, and 51% said they would only try to reach support once before giving up on a purchase. These statistics in mind, your margin of error is incredibly small.

On the positive side of things, however, great customer support leads to a direct increase in annual revenue. So, if you can focus on how to make customer service better (for both your customers and representatives), you’ll be opening your doors to even more potential sales. Research from the Harvard Business Review has shown that “not only it is possible to quantify the impact of customer experience — but the effects are huge.”

After looking at two separate companies with different revenue models, and comparing customer feedback with data on future spending by customers, HBR found that “after controlling for other factors that drive repeat purchases in the transaction-based business (for example, how often the customer needs the type of goods and services that the company sells), customers who had the best past experiences spend 140% more compared to those who had the poorest past experience.”

In our own experience working with industry-spanning organizations large and small, we’ve also seen the effect that amazing customer support can have in all other areas of business; in fact, it’s a big reason why we started Zingtree to streamline the support process. So now that you understand the possibilities, what are some simple ways to improve support and make customer service more profitable?

Show Empathy & Understanding

At the end of the day, your customers are humans. Showing compassion for their problems, and taking the time to really understand the areas of disconnect, can go miles for brand loyalty. Put the customer first always, and bend the rules when and if you can — your customer will give your company extra kudos for being flexible, and will more than likely come back again and again.

Display Multi-Channel Support

What kind of documentation do customers expect? Knowledge base articles, tutorial and demo videos, blog posts, and live agent chats are just a select few different channels of support that many people search for. Offering multiple channels of support is the only way to discover the channels you truly need, versus the ones that may be more of a “nice-to-have.” With this information under your belt, it’s easy to remain in contact with your customers, as well as to weed out and remove the unnecessary support channels to save time and money.

Have a Fast Response Time

If you have a complex product or service or don’t have all of the available knowledge base material available online, chances are that customers will want to get in touch. Self-service support can only go so far with certain issues, so it’s incredibly important to offer other ways to talk to a representative; be it through live chat, a phone call or simple back-and-forth email communication.

Hire the Best People (And Train Them Well)

It may seem obvious, but it’s worth repeating: amazing customer service agents with exceptional training is absolutely necessary for a successful customer support strategy. And, the better your representatives are at helping customers, the more likely those customers are to make additional purchases! By taking the time to hire great people, and training them with the proper technical and soft skills, you’ll set up your support department to bring in more revenue than you thought possible.


Ready to get more from your customer support? Sign up or log in and start your first interactive decision tree!

How to Offer Always-On, Self-Service Customer Support

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Self-service is a win-win for rapidly-growing (and exceedingly busy) businesses, pleasing the majority of customers while at the same time providing an efficient, always-available support medium for customer service teams. Empowering customers to solve problems and answer their own questions means less work for support teams, and overall more satisfied consumers!

Don’t believe us? Here are some statistics about customer support self-service from our friends at Desk.com:

  • 72% of people think that self-service support is a fast and easy way to handle support issues
  • 40% of customers place a call after already looking for support or answers themselves
  • 91% of customers would regularly utilize an online, self-service support center if it was tailored to their needs

Your business doesn’t have to get swept up by the new wave of customer service; get your support team up-and-running with self-service support options with these 3 steps.

1. Bulk Up Your Knowledge Base & FAQ

It all starts with your FAQ and knowledge base of information — 56% of customers cite a lack of information as their reason for abandoning a website, so it’s critical to make sure that the content in your support center is totally user-relevant, helpful and currently up-to-date. Revisit and revamp knowledge base articles, FAQ answers and other support-related content on your site on a regular basis (quarterly or even monthly), to provide your customers with the most important, accessible information possible; both your customers and your team members will certainly thank you for your proactive customer care!

2. Implement Interactive Troubleshooters

It’s pretty amazing that in today’s world, you can easily provide 24/7 access to support without doling out for any extra staff members. Creating and integrating interactive, customer support troubleshooters makes it easy to help your customers even when no one is there for a one-on-one. Additionally, Zingtree decision trees make it possible to quickly gather customer background information in case a support ticket is submitted, so you have all of the key information you need in one place.

Pairing your existing knowledge base with interactive decision trees is the best way to cover every base where support is concerned, and simplifies the process of finding real solutions. In fact, organizations that use these decision tree troubleshooters have spent an average of 20% less on support costs overall.

3. Reach Out, and Be Easy to Reach Out To

When a customer is having a major issue, or really just prefers a good old fashioned human interaction, it’s always a good idea to provide a way to get in contact with a real live person. Make it as simple as possible to reach out to your support staff, sales team, or anyone else who could help out – having this kind of clear pathway laid out on your website can mean the difference between a super happy customer, and one that is completely stressed out by your online presence.

Better yet is the idea of reaching out to your customers before they have the chance to have a problematic situation occur; this makes people feel at ease whenever something does inevitably come up, and sets a positive tone for any future communications.


Zingtree makes it easy to build customized, informative decision trees to satisfy your customers and your business. Contact us to learn more or get started today!

The Top 3 Ways to Improve Customer Service This Year

How do your customers rate your service? Often times, companies become so focused on developing a valuable brand that customer service can be placed on the back burner; looked at as a necessary-but-time-wasting activity. However, it’s a brand new year, and a fresh start for your business to put a larger focus on communication, solving problems, and building a brand that’s seen as helpful and knowledgable.

Here are the top three easiest ways to greatly improve your customer support efforts, and truly strengthen relationships with consumers this year:

1. Focus on Self-Service Support

Customer service should never turn off when the lights to your office do — building out a complete system of self-service support options is critical for your customers to find the right information right when they need it! 72% of customers prefer self-service support options to resolve their issues over the more traditional methods of calling or sending an email, which is a huge majority of those seeking help.

Providing multiple ways for customers to find answers to questions, understand technical processes and troubleshoot issues doesn’t have to be a laborious task, but it will vastly improve how you serve your customers on a daily basis. We always recommend coupling traditional support methods with fully-stocked FAQs, up-to-date knowledge base articles, and question-and-answer style troubleshooters that can help lead customers in the right direction… even when you’re offline.

2. Work on Language & Soft Skills

If your team is interacting directly with customers then “soft skills” are equally as important as the important technical skills being used to solve problems. Some of the major soft skills that everyone working in customer service should employ are communicating as clearly as possible, collaborating with other team members, presenting ideas and solutions in a productive way, and utilizing transparency and honesty in all conversations.

Training customer-facing employees with technical expertise is the first step in providing support, but developing softer skills is a necessary part of a completely holistic customer service approach. Having excellent communication with customers should be a main goal for your company or call center staff, and can always be improved upon.

3. Integrate Support Tools (and Data)

With the business world as digitally-connected as it is in this day and age, you can bet there are amazing integrations to link many of the tools and services you’re already using. Zingtree features integrations with a large roster of CRM and Help Desk apps, and other useful tools that allow businesses to access a ton of amazing features and powerful data sets. You can integrate Zingtree decision trees with:

  • Zendesk and Zendesk Chat
  • Salesforce
  • Freshdesk
  • WordPress
  • Any app supported by Zapier
  • and just about any other CRM system you can think of!

Check out all of our apps, plugins and integrations from the Zingtree Integrations page.


Ready to get started with an amazing year of customer support? Reach out to us with any tips, questions or comments on how to make 2017 even better.

How Customer Support Data Can Help the Value of Your Business

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For most small businesses and startups working with a customer-facing product, the people making the purchases are at the heart of what’s most important. Customers are the lifeblood of businesses, which is why it’s so critical to keep up with the data, learnings and optimizations to keep things moving forward in the best direction.

  • Do you know how much value your customer data is lending to your business? 
  • Is your customer support data truly being used to make improvements?
  • Do your customers feel connected and/or loyal to your business? 

These are just some of the questions that every kind of company should be asking themselves, and then acting upon on a regular basis. We shouldn’t have to say it, but we will: information is power! Having a high level of customer knowledge and understanding can help make your business smarter, faster and better placed among competitors.

If you’re already using Zingtree for your interactive customer support needs, you can collect and access relevant, accurate and in-depth customer data at any time, so you can make more intelligent business decisions.

1. Collecting Customer Information

Gaining a customer base is one thing, but effectively capturing important information from that customer base is critical to sustainable growth as a business. Without collecting and tracking key variables, demographics and levels of satisfaction, how can you really understand where your company is headed?

With built-in data entry forms for decision trees, you can automatically collect data from your customers as they navigate through your interactive knowledge base. Once gathered, you can pass this information along to any CRM service easily, making the support process much simpler and more valuable for your business, your support staff, and (most importantly) your customers.

2. Building Brand Loyalty

When customers engage with your business, they expect that communication to accurately reflect the brand they know (and hopefully love). It’s become the standard preference among customers that the more personalized, customized and informative an interaction is, the happier they are with the support they received and the company itself!

Integrating custom self-help solutions like troubleshooter decision trees is a great way to not only solve customer problems, but also to test and track your own customers’ preferences where customer support is concerned. After all, understanding what your customers prefer is the best way to serve them well and build up their loyalty.

3. Offering Flexible Solutions

2 out of 3 consumers prefer self-service versus speaking with a person for customer service inquiries, but this statistic leaves behind the remaining third who want to deal with support on different terms. Emails, phone calls and live chat are all used widely, and serve their own functions separate from self-help support.

Offering flexible, multi-channel support is the only way to truly identify what your own customer base is looking for, and then effectively optimize for those channels. By narrowing down the specifics of what support solutions your customers want to tap into, you’ll be able to weed out others that don’t work and enhance the efforts of those that do, saving your business a ton of time, money and human resources.

4. Tracking & Analyzing Results

The month-to-month performance results of your customer support efforts help to lay the foundation for all of your customer communications to come, so it’s absolutely necessary to stay on top of the numbers and take note of any irregularities, improvements, etc.

Are your customer call resolutions taking more time than they should or have in the past? Do your customers consistently get hung up on one area of your product or service? Getting to the root of any underlying problem, as well as identifying any particularly stellar performance analytics, can help your business optimize interactions — support-related or otherwise.


Zingtree makes it easy to build customized, informative decision trees to satisfy your customers and your business. Contact us to learn more or get started today!