Category Archives: Use Cases

Managing Process Flows for Government CRM Systems

Government rules, regulations, and processes can be complicated. And while CRM systems can help manage interpersonal interactions, there’s no really good way to ensure that process flows are followed to ensure the public is getting the right information. Zingtree, combined with your CRM, can really help.

While adoption of government CRM has snowballed, the results and experiences are not as seamless as one might hope. With a lot of bureaucratic hold-ups, confidential information being passed along, and many complicated departments and processes, CRM systems can really only accomplish so much. According to a recent PC Quest article, these are the most common challenges currently facing government sectors using CRM:

  1. Stakeholder management
  2. Budget and profitability
  3. Complexity
  4. Data Management

Through these obstacles to overcome, government entities must also make sure that their CRM systems are up to par with what’s needed concerning efficiency, security, cost-effectiveness, and convenience. Unfortunately, most standalone CRM platforms can’t accomplish everything that bureaucratic systems genuinely need to manage relationships and help the people they serve.

Using Decision Trees with Government CRM

One of the most straightforward and simple ways to vastly improve existing CRMs is to integrate its features with that of a complementary tool. Decision trees connect seamlessly with any CRM system to simplify complicated processes, help citizens find solutions and navigate forms, manage data securely, and much more.

Zingtree decision trees for government are already assisting a variety of state, local and federal institutions as well as government contractors to streamline costly and confusing internal processes. Additionally, these advanced decision trees can be:

  • Embedded on any website, webpage, email, support knowledge base, and more.
  • Self-hosted on any government server to ensure that you comply with requirements for safeguarding confidential information.
  • Seamlessly integrated with tools already in use, like Zendesk, Freshdesk, Desk.com and more!

Watch our short video on how Zingtree decision trees help streamline technical support and other processes below:

Streamline Tech Support with Zingtree Interactive Troubleshooters from Zingtree on Vimeo.

You can learn more about getting started with dynamic decision trees on our blog, and see all of our CRMs and other integrations on our website.

Have any questions or want to see a personalized demo on getting set up with Zingtree decision trees? Get in touch with us at any time. 

How to Create a Master Decision Tree

Many of our customers with large decision tree systems in place ask for guidance on how to make a “master tree” which links to individual trees for troubleshooting or other processes. This is especially helpful for organizations that use Zingtree to build and publish completely interactive FAQs. In this article, we’ll discuss how it’s done.

Building a Master Tree

Creating a Master Tree is a simple, yet powerful process that consists of two over-arching steps:

  1. Build the individual decision trees.
  2. Build a Master Tree with one node, using a “blank starter tree.”

After building your individual trees and troubleshooters, there are a couple of distinct ways to build a Master Tree. We’ve created an example Master Tree for a few of our Gallery product finders.

Method #1 – Using Tree Tag Lists

1. Use the Settings tool to add tags to the trees you want to include in the Master Tree. For this example, we added the tag “master_finder” to our product finder decision trees.

2. Create a new decision tree to act as your Master Tree.

3. In the Master Tree root node’s content area, include a tree tag list. For our example, we tagged our trees with “master_finder,” so the tree tag list looks like this:

#‌#treetaglist-any: master_finder##


Method #2 – Using Tree Nodes

1. In the Master Tree, add tree nodes for each tree to link to.

2. In the root node of the Master Tree, create a button for each tree node. This will allow an end-user or customer to quickly jump to any other relevant decision tree from the Master Tree.

Example Master Tree

Here’s a look at our Master Tree in action:

Want more tips? Our blog is chock-full of them. Any questions? We’re always here to help

Powerful Appointment Scheduling for Medical Practices

scheduling tool

Scheduling medical appointments can be a stressful and complicated process for both patients and healthcare practices. With the evolution of software and other technologies, setting the right appointment with the right doctor has improved, but hasn’t yet truly progressed into a digital, streamlined way — interactive decision trees as an appointment scheduling tool are the wave of the future.

The Future of Medical Appointment Scheduling

The Spokane Ear, Nose & Throat Clinic is a large group practice with multiple office locations and a firm understanding of the quality patient care; this includes quickly getting their patients set up with the right doctor. Spokane ENT’s decision tree appointment schedulers allow the clinic to evaluate patients and ensure they are paired with the correct specialty every time. Efficiency and productivity are through the roof!

Decision trees are a super-streamlined approach to gathering pertinent, sensitive medical information and routing patients to the correct specialists or department in just a few clicks. With every question and answer the patient is guided through, more critical and standard information is revealed and stored in a HIPAA format.

Here’s an example from our Medical Appointment Scheduling Tool demo:

When the appointment has been scheduled, this collected information can also be distributed and delivered to the right office securely.

Dr. William Schmitt of Spokane ENT (along with the rest of the staff) have optimized and standardized every medical scheduling tool across office sites, saving the medical practice and its customers an overwhelming amount of time. With their medical scheduling decision trees in place, the clinic has streamlined more than 18,000 patient calls and counting.

“Decision trees have allowed us to collect patient symptoms and quickly schedule them with the correct physician and accompanying testing.” 

Quickly Route Patients to the Right Care & More

With customized solutions and real-time 24/7 access, every patient will benefit from what interactive online appointment scheduling has to offer. Rather than calling during practice hours and navigating a phone tree, or waiting on hold with a busy administrative staff member or receptionist, busy patients can self-solve and lead themselves directly where they need to go.

Screen Shot 2017-07-26 at 00.05.45.png

With a simple question-and-answer style flow, patients can feel more comfortable sharing private medical details and locate the correct specialist that they need in just a few minutes. This process also streamlines things once the appointment takes place, as all of the patient’s history, symptoms, and other information can already be collected in a secure digital format.

Some other great uses for health care or medical decision trees include:

  • Risk assessment
  • Pre-diagnosis and triage
  • Patient enrollment
  • Medical exams
  • Health questionnaires
  • Nurse advice lines
  • And so much more

You can more use cases and decision tree demos for medical and healthcare practices on the Zingtree Gallery.


Put it to the test and see how easy it is! Otherwise, contact our support for some extra assistance.

This article was originally published on July 31, 2017.

Building Troubleshooters for Complex Products & Tools

interactive troubleshooter

Interactive troubleshooters are becoming a more frequent way to solve problems involving complex, technical products.  Since most complex equipment for industries like manufacturing, videography, and hardware/software have fewer “expert technicians,” the need for more intelligent support systems has risen. Where issues and complicated instructions run rampant, the fastest way to find the solution to a problem is with interactive troubleshooters.

Caterpillar, the US manufacturer of construction and farm equipment, is using Zingtree troubleshooters in their manufacturing plant. Likewise, IT Works, the most relied-on resource for collecting information on living environments. We even got our own start by building troubleshooters for another software company, Applian Technologies.

Self-Solving with Troubleshooters

With complicated products and tools, troubleshooters aim to help find the area of the problem by narrowing down other contextual factors. By offering an interactive format to simplify the issue, you have solved part of the problem already.

For highly-specialized or complex products, it can take a while to get fixed or for the right person in the right location to come and fix it, in many cases. Troubleshooting solutions make it easier for expert technicians to judge the issue and solve accordingly, and for less-than-expert level folks to figure things out.

Success Stories: Troubleshooters in Practice

For the U.S.-based manufacturing company, Caterpillar, this rings especially true. With an array of complex (and often large) manufacturing tools in use, equipment operators across the country needed an easier way to help work through issues and find answers anywhere. When an error code comes up, operators and technicians are able to assess the problem and find a way to fix it.

The decisions behind Applian’s customer support are also powered by our troubleshooters. The results? The company saved over $30,000 on resources per year and 15 hours of support time per week.

Here’s one of the Applian troubleshooters you can take a look at:

 

 

Building an Interactive Experience

Instructions are easier to follow from an interactive decision tree if the user is being guided by easy-to-follow, bite-sized directions. With complex products and tools, there is generally a lot of important information to cover – with no real understanding of your user’s experience level, it’s better to be as user-friendly as you can. You can even include videos, images and other types of media within your troubleshooter to make things even more easy to digest.

We have heaps of information on how to get started building troubleshooters right away – there’s a method that fits just about everyone! For more ideas, tips, and inspiration, we recommend having a look at our troubleshooters on display in the Gallery, as well as checking the blog for a catalog of best tips for building. There’s something in there for every industry!

After creating your in-depth, intuitive decision tree, end users will be delighted with the ease of providing a faster solution. Ready to start your revolutionary, problem-solving troubleshooter? Take a shot, or reach out to us if you need some expert advice.

3 Reasons Why Insurance Agents Need Interactive Scripts

interactive scripts for insurance

There’s one aspect of insurance that everyone can come to the same conclusion about: it’s complicated. Whether you’re talking about home insurance, life insurance, travel insurance, property insurance, or any other type you can name, the same issues around complexity arise. In an industry so deeply-rooted in lots of paperwork, fact-checking, and claims processing, important and confusing details of all sizes are plentiful.

Agent scripts are one solution that has really helped to simplify these types of everyday insurance processes. In today’s digital world, however, the traditional call script is being replaced with something even more effective and easy-to-use. Interactive decision trees and agent scripts for insurance make it easy to pick products, follow processes, and collect important data.

Leading companies and independent insurance agents worldwide use interactive decision trees for insurance to streamline and simplify every detail – meaning more people helped, more money saved, and more consistently-positive interactions reported. Here’s how some of our insurance-based customers are taking advantage of interactive decision trees:

Case 1: AFLAC

AFLAC, a leading insurance provider in the US, is using interactive decision trees for insurance to guide their insurance sales agents in order to locate and offer the best possible policies for prospective customers.

Case 2: Zudy

Zudy, a no-code enterprise platform, works with insurance companies to provide interactive insurance scripts around their most important and complicated topics, including claims processing.

Case 3: Easy Insurance Scripts

Easy Insurance Scripts partners with Zingtree to deliver powerful agent scripts to insurance agents, along with its roster of equally helpful tools and resources for agents.

While the use cases and exact results may vary from agent to agent, organization to organization, the benefits really boil down to 3 main things:

  1. Consistency
  2. Guidance
  3. Simplification

Let’s take a closer look…

Consistency

Details in the insurance industry are more than important – they are absolutely vital to the integrity of the practice itself. With so many critical details and rules within every claims process, consistency in the information and experience provided cannot be overlooked.

To ensure consistency, interactive decision trees and agent scripts are completely standardized across the board. For real-time conversations, training scenarios, and processing situations, having a consistent and reliable script can help to achieve the intended goals.

Guidance

In many insurance interactions – training or otherwise – interactive, step-by-step guidance can be incredibly useful. Insurance agents and organizations are using interactive decision trees to guide customers to the best products for their needs, as well as guide agents in exactly to say next.

Ted Baker, Founder of Easy Insurance Scripts finds that “with scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience that’s consistent and informative.“

Simplification

Making things more simple is usually the best route to go. When you’re talking about insurance, however, the details that are being simplified still need to maintain their integrity. Interactive decision trees for insurance allow agents to ask a few pointed questions, collect the necessary information, and file what needs to be completed all in one streamlined format.

By asking a few questions and simplifying each task through a series of easy-to-follow, guided steps, decision trees and agent scripts for insurance ensure the correct process is followed for recommending policies and processing claims every time.

These 3 digestible, yet extremely powerful benefits of interactive decision trees are enough to make every customer interaction more positive and productive. Have any questions? You can see live examples and learn more about our solutions for insurance agents and organizations on our site, or feel free to reach out directly.

How Decision Trees for Insurance Can Simplify Policies & Procedures

decision trees for insurance

Having exceptional customer service isn’t reserved for typical B2C companies. In such a tumultuous and often scary industry (for consumers, at least), insurance companies and agents must also take a close look at how their customers are perceiving the assistance they are getting. Understanding is also a huge part of this customer experience. Why? Because insurance is complicated.

Improving Insurance Call with Decision Tree Scripts

For many insurance companies, automation is an angle that’s gaining traction for providing more streamlined and consistent customer service. Our partnership with EasyInsuranceScripts.com is a great example of how decision trees are being used to simplify.

Simply put, Ted Baker, the Founder of EasyInsuranceScripts.com, envisioned a more streamlined way to improve how independent insurance agents were being trained, guided through complicated conversations and policy selections, and processing claims. In an industry with so many small, yet important, details to be understood, these conversations and processes can become intimidating very quickly.

With our own knowledge and experience in simplifying the complex, we knew decision trees would be an ideal fit. Joining forces between Zingtree and EasyInsuranceScripts.com has allowed Ted’s services to offer the most comprehensive set of resources for independent insurance agents as a result.

“It’s amazing that I’m able to automate all of this for independent insurers,” says Ted. “For me, the ROI of decision trees is immediate. Introducing standardized decision tree scripts for insurance has allowed the insurers in my network to really thrive. With scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience that’s consistent and informative.“

Hard Numbers: Where the Data Fits In

While each insurance agent or organization may have varying experiences, industry knowledge is key in understanding how much this kind of customer service and care matters for insurance. McKinsey recently published an article on how focusing on improving customer experience has a direct effect on growth and profit in the insurance industry:

McKinsey’s global research across industries shows that improving the customer experience can do far more to drive profitable growth than raising advertising spending or lowering prices. Some executives may still see insurance as a low-engagement, disintermediated category, but analytics prove that in an industry where profits are highly concentrated, leading carriers are delivering customer experiences that inspire loyalty and attract new customers frustrated by their experiences with their current carriers.

Here’s a handy chart that helps to summarize how insurers must improve the customer journey:

 

A typical insurance carrier today delivers customer experiences via separate functions (marketing, distribution, underwriting, claims), using a website, sales call center, service department, and so on, most managed by different executives with different goals and metrics. This structure may have its purposes, but it overlooks the fact that from the customer perspective, the experience is often a single journey.

Real-World Example: Decision Tree for Insurance

Here’s a sample tree, derived from one of the Easy Insurance Scripts trees:

 

 

Have any questions? You can learn more about how to simplify insurance products and processes on our site or feel free to reach out directly.

Frictionless Data Collection: The Easiest Way to Get Customer Information Online

We really can’t emphasize enough how important customer data is — for any company in any industry. Gathering data from customers should be easy for them, and it should lead to accurate information for you. Without collecting key information, you can never truly understand your current and potential customers and their desires. How long do you think your company could survive without good data?

Frictionless Data Gathering

Interactive decision trees simplify the process of collecting information on any web page that customers land on first. Just by prompting customers to click a button in a decision tree, you’re collecting data!

Once you get customers engaged with a decision tree, they’ll be hooked. You can then ask for name and contact information using data entry fields. This data is easily sent to you via email, viewed with Zingtree’s reports, or exported into any database or CRM system. Zingtree can validate this data as well.

Case Study: Zingtree

We use this technique ourselves – the Zingtree “Request a Demo” button on our Contact Us page is an example that asks some questions, and then leads to this form:

Before our potential customers see this form, they have clicked some buttons to answer a few basic questions. And at the end of the process, we get an email with all of their information and can schedule a demo with the right expert. It’s an awesome source of leads for us.

The emails we receive at the end of the process look like this:

XYZ Corp requested a demo

Zingtree session data:

Q: I would like to:
A:  Request  a Demo
Q: Next:
A: Continue
Q: How will you be using the Zingtree decisions trees you build?
A: External Use
Q: Are you looking to integrate Zingtree with other applications?
A: Yes
Q: Next:
A: Continue
Q: Are you interested in self-hosting Zingtree?
A: No
Q: Next
A: Continue
Q: Finish:
A: Send Demo Request

score: 0 
zt_browser_language: en 
zt_browser: IE 
zt_country: United States 
zt_regionName: California 
zt_city: San Diego 
zt_zip: 92121 
zt_ip: 208.87.212.000 
zt_isp: Surfer
zt_org: surfer.com 
name: Jane  
company: Customer 
email: jane@xyzcorp.com 
contact_number: 8882121000 
integrations: Looking to retrieve all data points and button elections in a spreadsheet  
send_out: 1


Step 1: Build a Tree, and add a  Data Collection Form

Ready to put this technique to use?

First, engage your customers with some questions answered as button clicks in an interactive decision tree, and at the end of the process ask for more info via a form. It’s easy for customers, and they are providing you fantastically helpful data.

What needs are you filling? Depending on the goal, you’ll want to be collecting different customer information. You can even automatically gather customer location, language, region, browser and more.

Step 2: Refine and Distribute Data

Before you send or publish any decision trees with forms, be sure to check your writing. It’s an often overlooked aspect of surveys, questionnaires and other means of data collection, but contributes greatly to the value of the information gathered.

Step 3: Analyze and Verify Collected Information

If you’re collecting certain information such as a customer’s shipping address, email, or phone number, validating that information before putting it to use can save you a lot of time and money. Bad information wastes valuable resources! Our interactive decision trees allow you to validate information using built-in data cleansing.

When all is said and done, Zingtree’s analytics and reports or API will help you collect and analyse key data directly from your customers themselves.

 

Take a look at the Gallery for a more in-depth look at how data entry forms work in different scenarios. Any questions? Reach out to us anytime.

Decision Trees for Medical Scheduling: Spokane ENT Case Study


Spokane ENT + Zingtree

Improving medical care through intelligent medical scheduling

 

Spokane ENT is a certified division of the Columbia Surgical Specialists based in Spokane, Washington. With over 20 years offering excellent professional ear, nose and throat care to local residents, the highly-specialized clinic works tirelessly to help patients of all types experience life to their absolute fullest.

Spokane ENT’s Challenge

As a large group practice with multiple locations and specialties, Spokane ENT needed to optimize its appointment scheduling process. With specific areas of diagnosis and treatment, the clinic realized that they required a better way to ensure patients were scheduled with the proper specialists.

Zingtree’s Solution

Implementing appointment scheduling decision trees for the clinic’s call center agents has allowed Spokane ENT to optimize its scheduling across locations. Agents navigate decision trees to pre-diagnose patients, which eliminates a lot of unnecessary doctor visits.

“Our scheduling agents are faced with the task of matching patients to one of 11 doctors, each with a specific area of practice and treatment,” says Dr. William Schmitt of Spokane ENT. “Decision trees have allowed us to collect patient symptoms and quickly schedule them with the correct physician and accompanying testing.”

Key Statistics: 

  • 18,000+ Calls: More than 18,000 patient calls assisted
  • 2,400 Days: Over 2,400 operator days and counting

About Zingtree

Zingtree is the most user-friendly platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

This article was originally published on March 23, 2017.

Yonyx Alternative – Better Guided Customer Interactions with Zingtree

We often get requests from companies that have deployed decision trees in the past with Yonyx and are looking to migrate to Zingtree. These occur for some of the following reasons:

  • Zingtree offers a better price with our pay-for-what-you-use model.
  • Zingtree tools are more modern, and easier to use.
  • Zingtrees present better. Customers have more options to create the look and feel they envision, choose custom colors and button styles, use effects and transitions, and better match their branding.
  • Customers like Zingtree’s integrations capabilities more – specifically the Webhook system and Zapier integration.
  • And more…

In response, we’ve created an import tool to make it easy to migrate your Yonyx trees to Zingtree. You can test out your Yonyx trees in Zingtree, tweak them, and see for yourself how they render and perform.

Here’s how to import Yonyx decision trees into the Zingtree alternative:

  1. Export your Yonyx tree into XML.
  2. In Zingtree go to My Trees, and click Import.
  3. Pick Import from Yonyx XML file.
  4. Select the Yonyx XML file to import. It will be uploaded and converted into a fully functional Zingtree decision tree.

Are you looking to move from Yonyx? Tell us your story!

Decision Trees for Sales Retail: Phoenix Bats Case Study

Phoenix Bats + Zingtree

Helping customers find and choose the right products in an interactive way

The Phoenix Bat Company has been crafting high-end baseball bats for over 20 years. Using only premium grade woods with the most advanced bat-making machine in the world, they deliver the most consistent and high-quality bats to their customers, including pro baseball players. With painstaking attention to detail and custom manufacturing, Phoenix Bats produces some of the best bats in the country.

Phoenix Bat’s Challenge

With customers at all skill levels and various requirements, visitors to the Phoenix Bats website were confused by the difficulty of researching and selecting the right bat for their needs. In search of a better solution, Phoenix Bats wanted to find an easy way for potential customers to find and select a wooden bat tailored to both the customers’ game and hitting style.

Zingtree’s Solution

Building a decision tree bat selector tool has enabled Phoenix Bats to guide customers to the baseball bat perfectly suited to their needs. With this interactive platform in place, customers are now able to quickly find a bat, leading to an increased conversion rate and improved sales. Phoenix Bats is also enhancing the end-user experience by using the Zingtree API.

“Without Zingtree, [our customers] would have to read through a number of different bat descriptions in order to figure out which bat is the best fit,” says Seth Cramer, General Manager and Co-Owner of Phoenix Bats. “Now, they get the answer in seconds.”

Key Statistics: 

  • 13 Trees: 13 decision trees in use
  • Lots of Bats Sold: Over 10,000 customers helped

About Zingtree

Zingtree is the most user-friendly platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!