Tag Archives: customer experience

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!

25 Customer Support Statistics You Should Pay Attention To

It used to be that winning products and services spoke for themselves, and kept customers loyal and happy; an era that’s long since been over. We think Jeff Bezos, CEO of Amazon, said it best himself: “In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.”

Customer support and experience are fundamental to the performance, and ultimately, the long-term success of modern-day businesses. These customer support statistics pulled from various industry reports and studies tell a story of how increasingly important it is to provide full-service, multichannel, round-the-clock, easy-to-digest support to every customer in 2017.

1. Companies lose more than $62 billion due to poor customer service every year on average. (Source: New Voice Media)

2. researchers found that among thousands of customers studied, customers who had the best past experiences spend 140% more compared to those who had the poorest past experience. (Source: Harvard Business Review)

3. 32% percent of those surveyed in a recent State of Social Customer Service Report found the phone to be the most frustrating way to engage customer service. (Source: ConverSocial)

4. 54% of millennials said they stopped doing business with a company because of poor customer service. So did 50% of Gen Xers and 52% of baby boomers. (Source: Conversion Research)

5. 40% of customers switch brands or services because a competitor offers better customer support. (Source: Zendesk)

6. There’s a $3 return on investment expected for every $1 invested in the customer experience. (Source: SiteCore)

7. 95% of consumers have taken action as a result of a bad customer experience, and of those consumers, 85% wanted to warn others about doing business with the company. (Source: Zendesk)

8. On the other hand, 23% of customers who had a good customer experience told 10+ people. (Source: Harvard Business Review)

9. 67% of consumers list bad customer experience as one of the primary reasons for churning. (Source: Kolsky)

10. 32% of social media users who contact a brand expect a response within 30 minutes, and 42% expect a response within 60 minutes. (Source: The Social Habit)

11. 77% of people say that valuing their time is the most important thing a company can do to provide them with good service. (Source: Forrester)

12. 90% of consumers say they expect consistency and continuity from a brand across channels. (Source: Microsoft)

13. 97% of global consumers say customer service is important in their choice of, and loyalty to, a brand. (Source: Microsoft)

14. 51% of B2B companies avoid vendors after a poor customer service experience, and 66% stopped buying completely. (Source: Zendesk)

15. 66% of customers said that they would spend more with a retailer for improved customer service. (Source: Salesforce)

16. Only 1 out of 26 unhappy customers complain, and the rest churn. (Source: Kolsky)

17. Live chat support has a customer satisfaction rate of 73% – the highest of all customer service channels – with email at 61% and a low 44% for phone support. (Source: Econsultancy)

18. 55% of consumers say that easy access to support and information can make them fall in love with a brand. (Source: RightNow)

19. Even for a small support team of three people, implementing simple automation can save up to 600 hours — that’s an extra 25 days every year. (Source: Groove HQ)

20. 60% of consumers view a brand with a mobile-responsive self-service offering more favorably. (Source: 2015 Global State of Multichannel Customer Service Report)

21. 90% of customer service decision-makers believe that delivering good customer service is critical to their company’s success. (Source: Forrester)

22. 50% of customers think it’s important to solve product or service issues themselves. (Source: Zendesk)

23. 70% of customers expect a company’s website to include a self-service application. (Source: Super Office)

24. 91% of customers surveyed said that they would use an online knowledge base if it were available and tailored to their needs/questions. (Source: Coleman Parkes)

25. In a survey of more than 75,000 consumers, the number one most important factor in a customer’s loyalty was found to be reducing their effort; in other words, the work they have to do in order to solve their problem. (Source: Harvard Business Review)


As new trends in customer service and customer experience emerge, companies in every industry are taking stock of what they can do to improve. With such high importance placed on providing consistent, fast, and self-service support to customers, Zingtree decision trees are a powerful tool that can streamline and strengthen customer service.

With an interactive online format that can be hosted anywhere, interactive decision trees allow customers to quickly self-solve issues, find answers to questions, and schedule follow-ups, so they’re more likely to be happier and more loyal to your business.

Did we miss any important statistics or trends? Let us know in the comments below!

How Personalized Customer Experiences Promote Brand Loyalty

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When customers interact with a company, they expect the communication to be a reflection of that company itself. These days, it’s becoming increasingly more popular among customers to prefer experiences that are both personalized and helpful.

It’s simple — superior customer experiences breed brand loyalty in ways that your product or service alone cannot. In fact, according to a recent study from Verint, 89% of consumers agree that good service makes them feel more positive about the brands they engage with.

Tapping into the more personal, positive and proactive side of customer service will allow your customers to feel a stronger, more long-term connection to your company. In turn, this will help your business thrive, especially among the competition.

Create Signature Moments

Companies can often take the little things for granted; often, it’s those small acts that make customers feel completely welcome and satisfied. Sending personalized messages to follow up after an issue or with a lead, interacting on social media and remaining available for your customers are all huge for creating those signature moments. For support agents, customized agent scripts are an amazing tool for finding and maintaining your ideal brand voice that will keep your customers happy and loyal.

Foster Real Relationships

Direct communication with your customers is like having access to your own database of information; you can understand how they think, feel and share your company’s products or services, often just through a simple conversation or survey. It’s important to take the time to foster relationships with your customers so that they feel they are being heard, and are a part of, the whole process.

Customize Self-Help Tools

It’s largely understood that these days everyone — especially millennials — prefer to access self-service support in order to figure out answers to their questions, or solutions to their problems. Building customized self-help solutions for your customers, such as troubleshooter decision trees created with your brand in mind, is a great way to not only solve their problems but make them feel more satisfied with your company overall.


By creating personalized communications, maintaining happy relationships and enabling people to self-help in a customized way, you and your organization will be well on its way to building amazing, strong brand loyalty among customers.

Contact us today to get started with customized support tools for your company.

Top 4 Most Important Soft Skills of Technical Agents

Tech and product support engineers who interface with customers are often hired and trained for their technical proficiency. As customers are offered self-service options, the nature of requests coming into Call Centers are becoming more complex; in order to address this, companies must train agents to help customers with these increasingly complicated issues – but technical proficiency only goes so far.

If the agent is inefficient or ineffective at communicating clearly, customer satisfaction will dwindle. When it comes to delivering a great customer experience, a good agent will possess both technical knowledge and what are called “soft skills.” These are some of the most important skills for technicians to hone so that excellent customer service can be delivered, no matter how technical the conversation.

1. Clear Communication

Translating technical jargon into understandable and relatable phrases is arguably the most important skill for technical and support agents. For those agents working directly with end users, the ability to communicate technical knowledge into plain English is paramount. Coming across as condescending is something to be avoided; specific agent training on tone of their voice and word choices is important for mastering this soft skill.

2. Idea Presentation

Technical agents aren’t limited to communicating only with customers; often, they are required to present their ideas/findings to upper management. Presentation skills dovetail with customer communication skills, but include more than just clear speaking. Planning, organization, and subject familiarity are all essential if successful presentations are to occur.Improvement on this

3. Company Collaboration

It can sometimes be a challenge for technical experts to successfully collaborate with their colleagues; more often, technicians work in isolation and don’t regularly engage with others. Just as excellent communication skills are required for customer service, they are also necessary for working within a team. And, technical agents with the skills to work well in team settings are more likely to enjoy promotions and creative projects along the way, as well as helping the health of the organization overall with their insider perspective of support and the issues customers face.

4. Complete Honesty

Technical agents should be straightforward with customers if the problem is too complex to address over the phone; if there is no quick fix; or if the problem is beyond the technician’s knowledge. Wanting to demonstrate one’s expertise when helping others is understandable, but if promises are given that can’t be satisfied, customers are likely to feel frustrated. Overall, customers are more forgiving if agents are honest and up front.


With self-service options continuing to become the norm, it is expected that Call Centers will be handling more technical calls than ever. Hiring employees with technical expertise is the first step in delivering great customer service, but rounding out these softer skills is vital to a holistic approach of customer care.

This article was written by Joanna Jones of MHI Global. Are you interested in submitting a guest blog post? Please contact us!