Category Archives: Zopim

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.

Implementing a System of Proactive Customer Support

Great customer care leads to long-term, happy customers; it’s a proven fact. A large part of providing support these days centers around getting ahead of issues — and effectively solving them — before they can turn into problems.

One way to do this is with a system of proactive customer support. By building and implementing ways to anticipate needs, questions and potential issues ahead of time, you’ll reduce your customer’s effort along with your number of inquiries.

Traditional Support Methods Aren’t Enough

The majority of customers vastly prefer to self-help rather than needing to contact support agents by phone or email. In fact, a recent survey found that 73% of consumers want the ability to solve issues on their own (one-third of those even said they would ‘rather clean a toilet’ than speak with customer service.)

Build a Proactive System that Works

1. Maintain a robust knowledge base and FAQ.

Creating a support knowledge base that provides a fully holistic view of your product or service, along with any other issues that may arise, is the first step to implementing a proactive support system. Beyond establishing a system of best practices for your customer service team, having an easy-to-read and informative FAQ will allow your customers to become experts on your product/service and seek help themselves when needed.

2. Make it easy to contact you. 

At the end of the day, if your customer needs one-on-one help, it should be clear and simple how to reach someone knowledgable. It’s important to provide a clear path of customer contact from anywhere on your website, knowledge base articles and other communications. Whether their preferred route is email, chat or phone support, do your best to assist them via any potential path!

3. Introduce interactive troubleshooters.

Zingtree is a powerful tool for building custom interactive decision tree troubleshooters – these allow users to follow a path of questions and answers leading to a final most-likely solution, and are especially helpful for more technical issues or questions. By enabling your customers to self-help in a hands-on way, you’ll empower them and develop stronger loyalty in the long-term!


With a robust knowledge base of information, easy communication paths and customized troubleshooter decision trees for technical issues, customers will find it simple (and even pleasant!) to find the answers they are seeking.

Start Your Free Zingtree Trial!

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!