Category Archives: Use Cases

8 Call Center Technologies to Improve Your First Call Resolution

Is your call center using the most up-to-date software and tools to improve KPI’s? Zingtree was recently featured in TechSee‘s list of the best technologies to improve first call resolution, among other important customer service stats.

Here’s an excerpt from the article:

“First call or first contact resolution (FCR) is the golden lariat of the customer service sphere. Handling your customers’ problems the first time they call in, and making sure they remain satisfied, loyal customers has to be the defacto aim for customer support and retention teams. 

There are many significant metrics which contact centers need to monitor: Average Handling Time, Abandon Rate, Customer Satisfaction and other operational performance metrics need to be factored in when measuring your customer service performance. 

But, FCR is the most important and only KPI that addresses both ends of your contact center functionality in a single measure. First Call Resolution measures both productivity (getting the problem solved) and customer experience (solving it in the most efficient way for the customer). It’s this KPI that connects the dots in your organization.”

Read the full article on TechSee.me >>

How Customer Support Data Can Help the Value of Your Business

zingtree-banner-startup-_4_

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!

How to Improve Your Technical Writing with Interactive Decision Trees

Hey technical writers! If you’ve ever struggled to make a linear document from something more akin to a flowchart, perhaps you need to get familiar with creating interactive decision trees as an alternative.

With no programming needed, Zingtree allows you to build custom interactive decision tree troubleshooters, tutorials, guides and other technical processes. The end-result is simple enough for end-users, yet robust enough to handle any project requirements. Here are just a few of the ways that interactive decision trees benefit you and your audience.

1. Streamline Troubleshooting

Interactive decision trees are a friendly way to guide customers toward a solution by asking questions along the way – interview style. Once you figure out all the end-result pathways, a standardized and perfected troubleshooter allows all users moving forward to find answers quickly and painlessly.

The Designer Tool allows you to construct an interactive decision tree within a “white board” style display shown below. After creating and ensuring all question and answer nodes – and their connections – are complete, publishing the troubleshooter will display like the example in this link.

2. Simulate Scenarios for Better Training Materials

Scenario-based documentation is in high-demand for many companies and organizations looking to train new hires in a standard and efficient way. Zingtree is a prime resource for creating and implementing simulations for various scenarios that you may need to communicate in a technical writing assignment.

Providing these kinds of interactive simulation tools to emulate different types of situations or end-results can prove to be incredibly important when leading trainees through complex learning environments.

Click here for an interactive example of a training simulation to see how it’s done.

3. Build Interactive Tutorials

Give readers the power of customized, interactive tutorials to better understand deeply-technical processes. With the simple question-and-answer-style flow of a decision tree, finding solutions and examining complicated workflows becomes much more manageable and easy to digest. You can add customizations and helpful visuals like GIFs, videos and still images to help display step-by-step tutorial information and lead users to a path of understanding.


Want to build your own decision tree? Start with a free trial account today.

Have questions? Reach out to us at any time!

How to Simplify Lead Scoring and Qualification

Working at a startup or with a tight-knit sales team? Many smaller sales and marketing departments don’t necessarily have access to the same advanced tools and platforms that help large scale businesses identify which leads are worth the effort. And, as we all know, a business really can’t grow at a steady rate without ongoing interest from qualified leads.

According to MarketingSherpa, 61% of B2B marketers send all leads directly to sales, while only about 27% of those leads will actually be qualified to contact. Essentially, while the effort is there in terms of generating leads, marketers who pass along potentials to their sales departments without taking the time to qualify those leads are wasting a lot of time.

So, how do you streamline this often clunky process of qualifying leads? Luckily for startups and small businesses, there are affordable ways to get the job done quickly, so you can better keep up with the competition.

Using Decision Trees for Lead Qualification

You wouldn’t cold call an intern when you’re targeting upper management… would you? After generating new leads, whether it be through direct referrals, marketing efforts or some other channel, it’s critical to carefully select the best, most qualified leads for your specific market or industry.

Instead of blindly qualifying leads that may not be the best use of company time, create a simple decision tree that houses the ideal characteristics of each lead that comes in. After having leads identified, sales reps and marketers can quickly run through the standardized tree of questions and answers to see how qualified a potential customer is. By using a decision tree flow, or multiple trees, that address sales distribution, promotions and marketing efforts, and more key criteria, your small business can quickly identify the best leads of the bunch.

Setting Up Lead Scoring

Our decision tree platform also allows you to effectively score new leads based on their quality as a customer. With the Zingtree scoring feature, sales and marketing teams can assign a score (numeric value) to each answer as they go through a set of questions about that lead. Once having gone through the decision tree to properly score each lead, sales can later act upon the total score and reach out to those leads accordingly.

Here’s how to get set up:

1. Go to Overview > Edit Node and then click Edit Buttons to open the button editor.

2. Select Use Scoring, and enter a Score Variable Name that will be used to tally scores and branch on later.

3. Add your desired score values to button clicks in your lead qualification decision tree.

4. Add a new Score Branch Node, using This Tree > Add Node. In the Score Branch Node, specify which node appears next, and which to branch to, according to a range of scores.

4. Link the last button click of your lead qualifying decision tree to the new Score Branch Node.

Go here for a live example of scoring in the Zingtree Gallery.


Want to learn more abut lead qualification with decision trees? Reach out today!

How You Can Simplify Medical Triage With Decision Trees

troubleshooters-for-healthcare

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

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

1. Streamline Triage, Exams & Enrollment:

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

2. Intelligently Pre-Diagnose:

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

3. Provide Medical Guidance & More:

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

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


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

How to Build & Maintain Decision Trees in Different Languages

Across how many countries does your business or organization operate?

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

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

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

Here’s how to translate your decision trees:

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

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

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

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

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

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


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

The Best Way to Evaluate Employee Performance

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

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

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

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

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

How to Easily Evaluate Employees

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

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

Here’s how to build a tree with scoring:

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

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

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

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

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

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

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

3 Ways to Take Advantage of Decision Trees in Business

Decision trees for business can address a variety of problem-solving use cases. Since the beginning of Zingtree, we’ve helped 7,500+ organizations spanning geographic locations and industries to improve support and internal business processes, build powerful sales funnels and enhance productivity in a number of ways.

The intuitive question-and-answer style of a decision tree makes it simple for companies to improve efficiency, train new hires and evaluate staff, qualify the best leads, deliver amazing support experiences, and much more. Here are just some of the ways that taking advantage of intuitive decision trees can help businesses.

1. Lead Qualification

A business can’t grow, or succeed long-term, without continued interest from leads that are the most qualified for the market they serve; this is a well-known fact. After generating new leads for your business, it’s important to carefully select the cream of the crop, according to what your company is looking for in an ideal lead.

By putting these new leads into a decision tree based on the main characteristics of your ideal customer, any business can easily make sure that the most qualified leads are sent along to the right person. After all, the faster you can follow-up, the more potential for new business! For a decision tree to qualify leads, you should include a flow for proper sales distribution, content and promotions to best serve them, and more.

See an example in the Zingtree Gallery.

2. Training and Evaluation

Because Zingtree is such a powerful interactive tool, it is a prime resource for building and implementing training programs, simulations and evaluations. As with all training and evaluation programs, yours should be relevant to your company or the position, easily digestible, and appropriate to the employee involved – this is important if the training is to be integrated into workplace practices.

Once training is completed, it’s just as important to keep up with how they are doing, using evaluations to tap into their knowledge, progress and comfort levels. We’ve used Zingtree’s robust logic with a scoring system that can perform detailed evaluations, allowing you to add a value to each answer and later act upon the total weighted score. Explore our Gallery examples to preview existing decision trees for training and evaluations.

See an example in the Zingtree Gallery.

3. Customer Support

Interactive decision tree troubleshooters customized to fit your business needs are one of the most important extensions of your brand that can be implemented. Troubleshooter decision trees allow customers to follow a path of questions and answers that lead them to the most-likely solution, and are even more helpful for technical issues.

Companies that build interactive troubleshooters and FAQs into their customer service processes have seen an average of a 20% overall reduction in support costs!

See an example in the Zingtree Gallery.


Ready to improve your key business processes?

Get started with Zingtree!

Video: Using the Agent Scripting App for Zendesk

1428079854_thumb

If you want to have a Zingtree ready-to-use inside of Zendesk, we have a Zendesk App for you: The Zingtree Agent Scripting App.

This is extremely handy for companies that offer chat or telephone support, or call centers, as it allows an agent to have a live, standardized script to follow when helping the customer. Plus, you get some awesome reports on how your tree is being used in aggregate or by individual agents.

Watch our short video to see how your company can benefit from Agent Scripting:

Ready to get started? Learn more and follow the instructions here

4 Reasons Why Marketing & Sales Need to Adopt Decision Trees

You’ll often hear us talk about how decision trees can save contact centers and support managers valuable time and expended energy, but did you know that this interactive toolkit can also benefit those in the marketing and sales world?

With a simple question-and-answer flow, it becomes much easier for marketers and sales staff to boost their own productivity and efficiency, collect business-driving information and much more. Here are just a few of the ways that building decision trees can boost your game.

1. Streamline Lead Qualification

Every B2B marketer and sales staff is well-versed in the importance of lead generation and qualification for the continued health of a business – without new interest being cultivated, a company simply cannot grow.

Placing these leads into a robust decision tree based on key classifiers for your ideal customer ensures that the most qualified leads are quickly delivered to the right person, for faster and more accurate follow-up. Including the types of content, communications and promotions to best serve to these potential new consumers, along with the correct flow of distribution for proper sales resources, is a great way to enhance the lead qualification process overall.

2. Build & Optimize Sales Funnels

It’s incredibly important, in any business or industry vertical, to focus on the customer’s complete path to purchase; the sales funnel is, in essence, a decision tree looked at in a slightly altered way.

By designing your initial sales funnel (or any other process) in Zingtree prior to consumer use, you’ll quickly be able to spot and measure any inconsistencies or trouble areas through simple user testing. If your business or organization is struggling with their current sales funnel flow, creating and testing decision trees can vastly excel the improvement process.

3. Improve Procedural Standards

Following and improving corporate procedures, including procurement processes (acquiring or purchasing products/services from an external source), are another factor that should not be overlooked.

By using decision trees to build internal codifying systems, getting employees to follow corporate procedures, and continually optimizing these processes, any company can effectively boost these procedural standards.

4. Narrow Down Designs

Marketers are always serious when design is involved; after all, how something looks is directly related to how a consumer perceives a product or service offering!

Companies that use decision trees as part of a decision-making process can easily generate a Zingtree based on potential design (or copy) options to gather direct feedback on team preferences. Rather than communicating in longer form, a decision tree is ideal for collecting quantitative data to drive faster decisions.


 

Ready to get started? Sign up for a free trial or contact us to see how Zingtree can help improve your sales and marketing efforts.