The Feedback Loop: Getting Comments From End-Users and Agents

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One new feature super-user Travis suggested to us was the ability for people using trees to send notes back to the authors. For Travis’s company, they wanted a way for their Call Center agents to easily comment on any node, and have that feedback reach the authors of the tree. This seemed like such an obviously beneficial idea that we re-prioritized to make it happen.

The result is a subtle comment bubble, which can appear at the bottom right-hand-side of any tree: 

This quick video shows how it works:

How the Feedback Loop Works

Both Zingtree hosted end-user trees and internal agent (Call Center) trees can use this feedback feature. To illustrate, we’ll use the Zingtree Agent Portal as an example.

Here’s how a tree appears, showing the comment bubble:

 

When an agent clicks the comment bubble, they get a simple pop-up feedback form:

When feedback is sent, all authors get an email notification:

You can see all nodes with comments from Overview. They have an icon like this: 

Example:

Finally, when you Edit a Node, you can see and delete all comments, like this:

Comments for End-User Support Trees

This feature is not limited to Call Centers. If you’re using Zingtree for end-user support, you can enable the comment bubble in Zingtree-hosted trees. Use the Advanced Hosting Options from Publish, Zingtree Hosting, or simply add this to the URL for your tree:

&feedback=1

2 Comments

  • Jane Atkinson says:

    I was wondering if there is anything particular that needs to be done to receive the email notification of feedback comments? we have trialed this aspect but not received any email notification.

    Response From Zingtree: When feedback is entered into a node comment, any authors of the tree automatically receive an email. You can also check your spam.

    • Bill Zing says:

      Any authors listed as administrators or editors will receive email notifications when feedback is entered. If you’re not seeing this, please let me know how you tried this and we can check our email send logs to verify.

      Usually, this is some sort of mail filtering happening on our customer’s server.

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