Category Archives: Integrations

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

self-service customer support

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!

Integrating Zingtree with Freshdesk

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Freshdesk is one of our most popular integrations, so we’ve made sure it’s easy to import Zingtree session transcripts into a Freshdesk ticket. With the integration in place, support staff can see all of the steps a customer went through in a decision tree before needing to ask for help – it’s a huge time-saver for agents!

When the integration is set up, agents will see a Zingtree transcript with each ticket, like this:

Requirements:

You will need the Estate or Forest plan from Freshdesk to accomplish this integration.

Overview:

You’ll first need Freshdesk Admin privileges to complete the process. This method will create a new field called Zingtree Session Datait gets hidden from the customer, but it appears for the agent answering the ticket. It includes the entire Q&A transcript of the user’s Zingtree session prior to opening a new ticket in Freshdesk.

Here’s how to set up the Freshdesk side:

  1. In Freshdesk, go to your Admin panel, and select Ticket Fields.
  2. Create a new “Multi Line Text”  ticket field named Zingtree Session Data. (This field must be set up as “display to customer” and “customer can edit”, but will be hidden from the end-user once you implement step #7 below. Trust us!) The properties will look like this:
  3. Click Done.
  4. Click Save to add the field.
  5. Next go to Admin, Portals, and click  Customize Portal next to the portal that will receive Zingtree data.
  6. Go to Layout and Pages, Portal Pages.
  7. Click New Ticket, then add this code to the new ticket edit area:
    <script src="//zingtree.com/api/freshdesk-new-ticket.js"></script>

    This is what it looks like (new code outlined in red):

  8. Click Save and Publish.

On the Zingtree side:

You see to make Link Nodes that go to your Freshdesk New Ticket form, and add ?session_id=#session# to the end of the URL. Example:

If this is the link to your ticket form:
http://support.mycompany.com/support/tickets/new

Use this URL within a Zingtree Link Node to go to the ticket form, and have the Zingtree session transcript transferred:

http://support.mycompany.com/support/tickets/new?session_id=#session#

We’ve set up a sample Gallery tree (“Freshdesk Integration example”) for you to examine here. You can copy this tree, and then change the URL link to point to your own Freshdesk domain.

Follow these steps and in 15 minutes or less you’ll have a powerful integration between Freshdesk and your Zingtrees.

Any questions? Reach out to us anytime.

Zapier Decision Tree Integrations with Zingtree

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Our Zapier app makes it easy to send data collected during each Zingtree session to more than 500+ applications supported by Zapier. In case you haven’t heard of it, Zapier is a tool that simplifies data exchange between various web applications. We’re big fans.

Here are some cool things you can do with Zingtree and Zapier:

  • Send data collected in a Zingtree session to Salesforce, Zoho, Highrise, or any other CRM.
  • Add an email address entered in a tree into Mailchimp.
  • Send  yourself an email or SMS message when a customer reaches a critical node in a tree.
  • Save new customer information in a Google Sheets row.
  • Create Trello cards from trees, and include customer notes and session data.
  • And tons more!

When using Zapier, you create “Zaps.” A Zap has a “trigger,” which is the source of the data, and an “action,” which is where the data gets sent. Most of our customers want to send data from Zingtree to another app, so we’ll demonstrate how this is done here.

Before starting, you may want to examine a demo tree from our Gallery that gathers data and sends it to Zapier, or copy it to your account.

How to Set up Zapier for Zingtree

The Zingtree Zapier app is currently invite-only. But if you’re reading this article, you’re invited!

  1. Create a free Zapier account at Zapier.com.
  2. Go here to accept an invitation to use the Zingtree app. The invitation appears:
    Accept the invite.
  3. You’ll be prompted to make a new Zap:
    Click Make a new Zap.
  4. You’ll be asked to choose a Trigger App, which is the source of the data exchange.
    Search for Zingtree, and select Zingtree (Beta).
  5. You’ll be asked to choose a single trigger.
    Click Save + Continue.
  6. Next, you’ll need to connect your Zingtree account, and a tree to Zapier.
    Click Connect a New Account.

     

  7. You’ll be asked for your Zingtree API Key, which you can find here at the bottom of this page. Also enter the Tree ID that will be sending data to Zapier.
    Click Continue when finished.
  8. Change the name of the account, then click Test.

    You should see “success.” Click Save + Continue.
  9. Next, Zapier will attempt to retrieve any variables or sample data from your tree. If this is a new tree, you may want to run through it once and gather some data.
    Click Fetch & Continue.
  10. You’ll see some of the stock data that Zingtree always provides, as well as any custom data for your tree. Again, if you don’t see all the data you expect, do a test run through your tree, and enter some data at least once. This will make the rest of the process easier.
    Click Continue.

Set up the Action App – Email Example

So now you’re done with the Zingtree part. Congratulations! Next, you need to set up an Action App, which will receive data from Zingtree. Let’s set up email delivery as an action, as follows:

  1. Search for email, and choose Email by Zapier as an action app.
    Select Email by Zapier.
  2. This app has just one action.
    Click Save + Continue.
  3. Fill in details for the outbound email. You can insert fields from Zingtree in the body of the email as well.Click Continue when the email is set up correctly.
  4. You’ll see  a preview of what to expect.
    Click Create & Continue to save the action and send a test email.
  5. You should see another “success” screen.
    Click Finish when the email appears as you like.
  6. Name your Zap Zingtree to Email, and turn it on!

Your Zapier Zap is all set.

Making Zingtree Send Data

The final step is to tell Zingtree when to send all the data collected in a session to Zapier. This can be triggered from one or more nodes, when they are seen by the end-user of your tree.

  1. From Overview, Edit Node, edit the node that you want to trigger sending data to Zapier.
  2. Go to Send Message to, and pick Zapier: Zingtree to Email. This is the new Zap you created.
  3. Click Save.
  4. Now try a test from Zingtree. Using Preview or the Publish tool, navigate your tree, and when you reach the node that triggers the send, you should see something in your inbox. IMPORTANT: Make sure to use https in your published Zingtree URL when using Zapier.

Once you get your first Zap done, it becomes easy and addictive to hook Zingtree to the other applications that your business depends upon. So keep going!

Have any questions? Contact us anytime!

Live Chat Integration: Intercom and Zingtree

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Live chat is an incredibly useful way to connect to our customers, both for offering support and for getting insights into new product ideas we may never have thought of ourselves. We are happily using Intercom, which allows us to track chat and email conversations with each customer.

For technical inquiries, we use Zingtree Data Entry forms to get the tree ID, node and URL of any problem reports. To save our customers some typing, and make it faster for us to answer questions, we’ve built our own Contact page using Zingtree. For technical and sales inquiries, the decision tree leads to an end point that opens Intercom chat, with information about the problem already pre-populated.

Once you submit a technical question, here’s what appears in Intercom:

Intercom chat with Zingtree

Demos:

Requirements:

  • Your tree must be embedded on your site.
  • You need to have the Intercom chat client in place on the page that contains your tree.

How to open an Intercom chat session, and include the Zingtree transcript and data entry:

  1. Go to Overview.
  2. Edit the node you want to trigger the chat, and  set the Parent Action to Intercom: New: #session#.When a customer lands on this node, this Parent Action is triggered.
  3. On the hosting page, include this script before the </body> tag:
    <script src="//zingtree.com/api/chat/intercom.js"></script>

It’s that easy!

Source Code:

From the Zingtree Gallery, you can see two examples:

Managing a “Forest” of Decision Trees Using Tagging

As Zingtree is getting more and more larger companies as clients, we’ve received a lot of requests for being able to better manage a large library of trees. Some customers are planning on creating hundreds or even thousands of trees.  Our latest update makes it even easier to locate and organize large decision tree “forests.”

First Step: Tag Your Trees!

If you haven’t done so already, you should tag your trees. A tag is like a category – any tree can have multiple tags. This is the first step to being better organized.

To tag a tree:

  1. Start at My Trees, and select a tree.
  2. Go to the Settings tool.
  3. Enter a tag, or pick from a list of existing tags:
  4. Click Update Settings to save.

Locating Trees by Tag

Once you’ve tagged your trees, Zingtree has a few different ways to make it easy to stay organized:

  • For Authors: Filter your list of trees by tag in the My Trees tool.
  • For Authors: Use Tree Search to enter a list of tags to find trees that have any or all of the desired tags.
  • For Agents or End-Users: Authors can use new Macros to present a list of trees to an end-user that contain any or all tags in a list.

Authors: Filter by Tag in the My Trees Tool

When you use the My Trees tool, you’ll see an option at the top right for Has Tag. This contains a list of all the decision tree tags in use for your organization:

Select a tag, and you’ll see all the trees that have that tag.

Authors: Use Tree Search

For more powerful searching using tags, use the Search button in My TreesYou have four different search options. These two apply to tag matching:

  • Match Tree Tags (any): Enter a comma separated list of tags. The results return a list of trees that include any of the tags in the list.
  • Match Tree Tags (all):  Enter a comma separated list of tags. The results return a list of trees that include all of the tags in the list.

Using Macros to Present Lists of Trees by Tag

Inside the content area of any tree, you can insert a special macro to show all the trees in your organization that match any or all tags in a list. You can examine the Tree Tag Demo in the Zingtree Gallery to see how this is done.

The two macros you can insert into the content area are:

  • ##treetaglist-any: tags##
  • ##treetaglist-all: tags##

In the examples above, replace tags with a comma separated list of tags. treetaglist-any will return a list of trees that match any of the tags in the list.  treetaglist-all returns only those trees that contain all the tags in the list.

Examples:

#treetaglist-any: demo,gallery## – matches trees that are tagged with either demo or gallery.

#treetaglist-all: demo,gallery## – matches trees that are tagged with both demo and gallery.

Shortcut: When editing a node, you can insert these macros from the Templates editing tool in the Content editor:

Bonus: Dynamic Lists

When publishing a tree, if you add a tags= parameter to the tree URL, you can dynamically import the list of tags used by the tree macros.  Be sure to separate the tags with | characters. Example:

http://zingtree.com/host.php?style=panels&tree_id=287688184&tags=demo|gallery

Inside the tree, this macro will list trees that have tags that match ALL the tags in the passed-in tags= parameter:

##treetaglist-all:##

This macro will list  trees that have tags that match ANY tags in the passed-in tags= parameter:

##treetaglist-any:##

Node #6 from the Tree Tag Demo in the Zingtree Gallery shows how this is done. Try it!

Integrations: Dynamic Tree Lists by Passing Tags

Our customers Corey and John asked for a way to send a list of tags from their Help Desk system, and open a specific tree or show a list of matching trees. Here’s how to do it.

  1. Go to My Trees, and click Search.
  2. Use one of the tree tag searches.
  3. In the search results, click the Integration Link Template button at the bottom of the page.  This will show you a URL to use as the basis for linking from your Help Desk/CRM system to the Zingtree search.  You can add style parameters to this link from the Advanced Hosting Options page as well to ensure your trees appear with the desired look and feel.

Example:

This link is derived from a search in the Zingtree Gallery. The search, style and transition parameters are changed from the template example to customize the result.

http://zingtree.com/host-trees.php?jump=1&key=6a103737e44e4aa6e1e4b6b0bcb46f83&type=treetag-all&search=demo,gallery&style=panels&transition=fade

Credits

Thanks to Corey, John, Elise, Trey and a few others for sharing their tree management needs.  If you have a suggestion, comment, or question, please reach out and talk to us!

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>

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

Create More Powerful Decision Trees with Integrations

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

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

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

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

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

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

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

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

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

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

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

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

Some other notable enhancements:

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

As always, send us your ideas!

Embedding Zingtree Decision Trees in Salesforce

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If you run a Call Center or do live support, and you use Salesforce, being able to link a Zingtree script or troubleshooter to each case is really handy. Not only does this give agents a guide to follow when helping customers, but if a case is transferred or reopened, the last viewed node in the Zingtree reappears, and the entire history of the session is available as well.

Inside of Salesforce, we’ll create an Agent Script button, accessible from each case. Clicking this button will open an Agent Script, built with Zingtree:

Here’s how to set up Salesforce with an embedded Zingtree:

  1. Go to Salesforce.com, and log in to your account.
  2. Click Setup on the top right of the screen.
  3. Select Build > Customize > Cases > Buttons, Links and Actions in the left panel.

  4. Click New Button or Link.

  5. We’ll modify the New Button form to look like this:

  6. Make the Label “Agent Script”.
  7. Make the Name “Agent_Script”. (The name cannot have space characters, so we use an underscore here.)
  8. Select Detail Page Button.
  9. The Behavior is Display in New Window.
  10. The Content Source is URL.
  11. For the URL, make it look like this (substituting the tree ID of your script for #########):
    https://zingtree.com/host.php?tree_id=#########&style=panels&show_history=1&persist_names=Restart&persist_node_ids=1&agent_mode=1&nopermalink=1&source={!Case.OwnerEmail}&session_id=#########-{!Case.CaseNumber}
  12. Click Save.
  13. Next, we have to add the custom button to the Case page layout. Within Setup, go to Build, Customize, Cases, Page Layout.
  14. Click Buttons.
  15. Drag the Agent Script button into the custom buttons area, like this:

  16. Click Save.

Now, when your agents are in a case, they can click the Agent Script button, and walk through your Zingtree troubleshooter with the customer. Awesome!


Customization Notes: You can use the Zingtree Advanced Hosting Options to customize the display of your tree within Salesforce by modifying the URL. Once you’re done, take the hosting URL, and add the following to it (substituting your tree ID for #########):

&source={!Case.OwnerEmail}&agent_mode=1&session_id=#########-{!Case.CaseNumber}