Zingtree Tags: collecting customer information

The Best Tools for Call Center Data Collection

All customers calling into your contact center have one thing in common: they care enough to want to get directly in touch with your company. Whether in regards to a critical issue that needs to be resolved, a quick question regarding accounts, or a request for more information on your products and services, these customers are reaching out for one-on-one care.

Not only can Zingtree interactive decision trees guide your agents through the call, but you can also collect and verify data about the customer, including name, address, email, phone number, and anything else you like.

Customer Calls = Data Goldmines

With the right interactive scripts in place, your call center can automate the process of collecting important customer data. You can:

Fill out information about a customer’s specific problem, question or request:

Use entry fields like list boxes, check boxes, dates, text, and numbers – shown here on the backend:

And shown here how they would appear for end-users:

You can even include the collected information in other parts of the script later on!

Here’s how to set up a call center script to collect data.

Verifying Key Customer Data

Beyond data collection, Zingtree interactive agent scripts for call centers also allow your organization to verify customer emails and phone numbers, and even any USPS address, to completely avoid any costly errors or mistakes that can happen during the purchase or shipping process.

As you begin to enter a shipping address you’ll see every possible match appear – these options will show less and less as you type in more of the address being verified.

Once you select an address from the choices presented, the city, state, and zip code will be filled in, and the address will be checked and verified.

For the verification of customer phone numbers and emails, the process is just a little bit different to make sure that your collected data is nice and clean. In the email validation test, for example, you’ll just need to enter in the customer email address and the Zingtree will verify if that email is “High Quality” or “Unverified.”

Both phone number and email validation work worldwide. Please note: If you are entering phone numbers for people outside of the USA, you’ll need to prefix them with a +.

For more details:

With your data cleaned and verified, you can rest assured that your collected customer information is accurate and reliable.

Like these features? Have any questions, comments, or suggestions? Please let us know!

Repeating Forms in Decision Tree Data Gathering

Our call center customers are so enthusiastic about Zingtree that we get some awesome feature requests. In particular, more and more operations are using decision trees for collecting data. One essential part is to be able to collect information on an indeterminate number of items.

For example, an insurance application may need to collect names and ages of each family member – be it one or twenty. Zingtree’s Repeating Forms capability fulfills this need.

How Repeating Forms Work

Quick dive: Try this demo tree from the Gallery.

The details: A node can collect multiple forms, one at a time. First, the agent starts with one form:

The agent can click Add Another to enter a second family member:

This can continue for multiple family members. At the end of the process, when the agent clicks the Continue button in this tree, the tree’s session will data variables set for each family member, like so:

Configuring Forms for Repeat Entries

When editing a node, there’s an option in the Data Entry Fields part to configure repeating items. Here are the details:

  1. Edit the node with the form you want to make repeating.
  2. In the Data Entry Fields area, click the Repeat Form option:

  3. Enter the maximum number of items to repeat (up to 50):

  4. Click Save Changes to save your work.

That’s all you need to do! The data variable names for your repeating forms will have an underscore and an item number at the end. So, in the example above, the variables for name and age will be name_1 and age_1,  name_2 and age_2, etc.

Thanks again to Tom K. for the great feature suggestion. While your trees can gather repeating items, great ideas like this need to be repeated only once to make it into the product.

So if you have a killer suggestion, please share!