Category Archives: Zendesk

Zendesk Chat (Zopim) Decision Tree Front-End

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Beyond using Zingtree decision trees, one of the best things you can do to ensure a positive customer experience is to integrate a live chat system like Zendesk Chat (formerly Zopim). Live chat is convenient for customers, and a time and resource-saver for companies. In fact, in a survey conducted by Forrester, 44% of respondents said that having a live person answer their questions was one of the most important features a website could offer.

To make live chat even more valuable, and excellent customer support more easily achievable, we updated our software to allow Zingtree to open a Zendesk Chat session, gather information from your clients before the chat session begins, and include a transcript of the Zingtree session as a part of the chat.

Here’s the end-result:

View our Zingtree + Zendesk Chat demo.

Requirements:

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

How to open a Zopim chat session, and include the current Zingtree transcript:

  1. Go to Overview.
  2. Edit the node you want to trigger the chat, and  set the Parent Action to Zopim: New: #session#
  3. On the hosting page, include this script before the </body> tag:
    <script src="//zingtree.com/api/chat/zopim.js"></script>

That’s it!

Source Code:

You can examine the Zendesk Chat Demo tree from the Gallery.

Update: Zingtree Chat Integrations

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Zingtree has always been a great front-end for email support, but why not chat? For any organizations doing live support via chat, Zingtree can be a great time-saver. Not only can customers find answers to their problems before going to chat, but if they open chat, a Zingtree transcript can be delivered along with the first message, which saves the support agent time and avoids asking repetitive questions.

Zingtree can also collect info via data entry forms, and then deliver it to the chat box, which will save your team even more time. Our Contact Us page uses this method.

This update has chat integrations for:

Is there another chat system you’d like to see supported? Chat or email us now!

P.S. Thanks to Grégory for this idea!

Zendesk Agent Scripting Update: Improvements for Inbound Callers

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We’re continuing to see traction in our call center business, especially among Zendesk clients. We recently had to find a way to keep the questions and answers tracked by Zingtree associated with a NEW ticket.  Zendesk didn’t have a way to permanently attach an identifier to a ticket so we could link the session data to it, so we had to create our own solution. This is especially handy for organizations that have inbound calls, or have agents create new tickets within Zendesk.

Version 5 of the Zendesk Agent Scripting app can be downloaded here.

Please note: If you’re migrating from Agent Scripting version 4, the state of each session will revert to the top of the tree.  So, if you’re happily using version 4, we recommend NOT upgrading to version 5.

 

Zendesk Agent Scripting App – Updated Version 4

1428079854_thumb.pngWe’re getting a lot of interest from Zendesk customers with Live Support and Call Center needs, so we’ve taken the past week to update our Zendesk Agent Scripting App to Version 4.  The latest version can be downloaded from here.

Here’s what’s new:

1. Panels View.  You can now display your trees in traditional “buttons” view, or have each clickable choice appear on a separate line in text, as shown here:

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To set this up, there’s a new setting called “Display in Panels Style” (duh).

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2. Tracking of tree nodes is improved, especially when the “back” or “reset” buttons are clicked.

3. Demo mode: Using the Agent Scripting app now uses your free allotment of Agent Credits while you are testing. In most cases, this will give you a longer trial period.

If you have additional feedback for our Zendesk app, then please reach out and let us know. In the meantime, be sure to find us on LinkedIn for questions and discussions from users like you.

Agent Scripting Press Release

We’re proud to announce that we’ve “officially” launched our Agent Scripting for call centers. And you know what that means? Press release time! It’s up and out in the world, and you can read all the details and get the gist under the cut. Also, we’d love to get in touch if you write a blog or enjoy writing about customer service, call center technology, or awesome new companies in our industry. Please reach out to us over here!

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Zendesk® Agent Scripting App Certified

 We’re proud to announce that our Agent Scripting App for Zendesk has been approved in their marketplace!

If you’re running a live support team or call center, and you use Zendesk Zingtree makes it easy to have interactive custom scripts for each customer to help guide your agents through superior customer service. Plus, we’ve added a few integration points specific to Zendesk as well to make sure that you’re getting the most from your structure and reporting:

  • Persistent Sessions: If an agent closes a ticket, and opens it again, the Zingtree will reappear in the same state as it was previously, with the history intact. This is also true if another agent opens the ticket.
  • Back & Reset: The Back button removes the last item from the History. The Reset button deletes the entire history, and returns to the top of the tree in case you need to start over.
  • Zendesk Tagging: Add a tag to any node using the Zingtree Edit Node tool. When that node is opened in Zendesk, the tag gets copied to the Zendesk tags for the current ticket. Likewise, if the Back or Reset buttons are pressed, the tag is removed.
  • Customizable: Use a custom CSS file to override the default look and feel of your trees within Zendesk. Zingtree uses Bootstrap 3, so any Bootstrap 3 compatible CSS theme can be used or modified.
  • Valuable Reporting: Watch the step-by-step history of each agent interaction. See which Agents or which Nodes are taking the most time.
  • Automatic Agent Detection: The Zingtree Agent Scripting App automatically determines which agent started each session, so there’s no setup or provisioning needed for getting good agent-centric reporting.

Learn more about using Zingtree for live Call Center scripting here.

 

Zendesk Agent Scripting App by Zingtree

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, as it allows an agent to have a live, standardized script to follow when helping the customer.

The Zingtree Agent Scripting App appears in the right hand panel of Zendesk, like this:

 

 

 

Your agent can read the prompts, and follow the script. The history of the Agent’s interaction is automatically saved. If you click the + icon next to History, you can see the previous steps taken by the agent and customer.

 

 

Some handy features:

  • The Zingtree session is attached to the ticket. So if an agent closes a ticket, and opens it again, the Zingtree will reappear in the same state as it was previously, with the history intact. This is also true if another agent opens the ticket.
  • The Back button removes the last item from the History.
  • The Reset button deletes the entire history, and returns to the top of the tree in case you need to start over.

Ready to try it? Read the installation instructions from the Zingtree FAQ.

Sample for Integrating Zingtree and Zendesk

To make it even easier to integrate Zingtree with Zendesk, we’ve added a sample project to the Zingtree gallery that shows how it’s done. As with all gallery projects, you can examine how it’s build, and copy this tree to your own Zingtree account.

The sample Zingtree Zendesk integration tree is here.

The Zingtree FAQ with instructions on how to do the full integration is here.

When you’re all done, each Zingtree session that sprouts a support ticket is viewable in the right hand panel of Zendesk like this:

Lightweight Agent Scripting using Zendesk’s Sidebar App

Some of our customers have asked how to integrate Zingtree inside the Zendesk Agent interface. This can be really helpful for call centers especially, as an agent on the phone can go through a Zingtree script to help the customer on the other end of the call. You can easily set up a simple solution using the Zendesk Sidebar Icon app as follows:

  1. In Zingtree, log in, open a tree, and go to Tools, Deploy (or directly here) to get the URL for the Sidebar app.
  2. Install the Zendesk Sidebar Icon App. (In the Agent interface, go to Apps, Marketplace, and search for “Sidebar Icon”.)
  3. Once installed, the Sidebar Icon app will prompt you for settings. Insert the URL in step 1 for the iFrame URL.
  4. The Inactive Icon URL is: http://zingtree.com/zendesk/sidebar-icons/zingtree-inactive.png
  5. The Hover icon URL is: http://zingtree.com/zendesk/sidebar-icons/zingtree-hover.png
  6. The Selected icon URL is: http://zingtree.com/zendesk/sidebar-icons/zingtree-active.png

The settings will look like this:

When you click the sidebar icon in Zendesk, you’ll see something like this:

We’re working on something more powerful, but for light weight scripting, the Zendesk Sidebar Icon app is a great, easy to implement solution.

Zendesk Self (ie) Help

Today I got a chance to meet Mikkel Svane, the CEO of Zendesk, face-to-face. We chatted about Zingtree, and how well it fits into the vision of where Zendesk sees its support technologies going.

What struck me most was Zendesk’s emphasis on self-help, which seems counter-intuitive since one of Zendesk’s main strengths is ticket management and routing. On the other hand, Zendesk is really about providing the best solutions for Customer Support, and their aim is to provide a platform upon which other tools (like Zingtree) can make Zendesk even stronger.

Mikkel was even gracious enough to pose for a selfie with me:

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Zendesk and Zingtree are both in the San Francisco area, and we’ve been to their offices several times already. We have a few other Apps and Integrations planned for the near future, thanks to their help.