Tag Archives: customer service

3 Helpful Tips for Live Chat Etiquette

zing-chat-etiquette

Live chat is a great communication channel, and the preferred choice for many customers when engaging with a company; some of the appeal has to do with its ease, simplicity and brevity. When agents are appropriately trained in live chat etiquette, and have access to efficient scripting tools, they are much more likely to have a successful interaction with a customer.

In a paper published by TELUS International, the company asserts that avoiding customer frustration and brand damage should be top of mind for companies when training live chat agents. Often, customers choose live chat because it’s easy and quick; if your live chat interactions are forcing customers to put forth a lot of effort in their engagement, then your company isn’t realizing the full potential of this communication channel.

To bolster its argument for minimizing customer effort, the report cited a 2010 Harvard Business Review article where the case was made that “delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does.”

So, how do live chat agents reduce the customer’s effort when choosing this communication channel?

1. Keep It Brief

Reducing customer effort begins with your agent’s greeting. The greeting sets the tone of the conversation, so if it’s long-winded or muddled, your agent is placing an undue burden on the customer. Once the conversation has commenced, keeping responses to the point is key to providing a positive customer experience. As mentioned earlier, being brief doesn’t mean being clipped. The goal is to provide enough information to the customer in an efficient, yet courteous, manner.

Keeping it brief is especially important when working with a frustrated customer. A simple “I’m sorry” has more impact than a convoluted, over-worded apology.

2. Make Sure It’s Concise

Concise wording will lessen the chances of misunderstanding, and providing clear answers reduces the customers’ effort. Remember that customers prefer live chat because it’s efficient, so training agents how to properly write out responses that quickly get to the heart of the issue, and using proper and robust Live Agent Scripting, are key components of efficiency.

3. Read First, Then Respond

One common problem identified by TELUS is that agents will provide quick answers without first taking the time to read or fully understand what the customer is asking – this is an efficiency killer. Whatever the reason, agents need to take the time to read what the customer has written and then respond with an answer that provides a quick solution.

Once the issue or question that the customer is getting at is identified, the agent can then provide a brief, yet concise, response that moves the conversation forward without requiring the customer to put forth much effort. This is made even simpler when using powerful scripting tools that can help the agent to stay on track and keep the engagement flowing smoothly.

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

This article was originally published November 2, 2015. 

Amplifying Your Call Center with AI & Automation

Forbes recently published an article titled AI And Chatbots Are Transforming The Customer Experiencewhich details how Artificial Intelligence is changing the way that customer service is offered and improved through complete automation.

What this means to the end-user or customer is that, while they may be receiving some level of service and support, they are never talking with a human representative. For call centers, the results are cost-effective and time-saving, but never a 100% complete solution for automating customer service.

“Typically, customer service chatbots answer questions based on key words. The most basic systems are actually document retrieval systems. Sometimes this is frustrating. Think of the times you may have asked Siri or Alexa a question and received the wrong answer. The computer recognizes key words but may not recognize the context in which they are being used. In other words, the computer doesn’t recognize the way people naturally speak. This causes the customer great frustration. However, these systems (including Siri and Alexa) have come a long way and continue to improve.”

The article goes on to mention that “for at least the foreseeable future, chatbots won’t be replacing humans in contact center jobs.”

AI-Lite: Automation Without Machine Learning

The machine learning put into place can gather piles of raw data on customers at the drop of a hat, as well as attempt to build relationships through key phrases and automated messages, but they can be expensive to create, maintain and fix over time – all costly and important factors. A decision process that’s been compiled from raw data using a neural network like this is almost impossible to tweak and change.

Rather than using machine learning to magically divine relationships in this way, interactive decision trees are human built, and make it much easier to tweak and debug processes. Still an automated, time-saving process, we like to think of it as “AI-lite” for call centers and businesses.

Automated & Interactive Solutions for Call Centers

Interactive agent scripts and decision tree troubleshooters guide support reps and customers to the right solutions and answers — whether it be related to a technical issue, routing to the correct department, or managing important customer data. They can help assist call centers in a multitude of ways:

  • Self-Help & Troubleshooting: Build custom, branded decision trees that allow customers to find answers themselves.
  • Measuring Effectiveness: Access reports that actively check how effective troubleshooters and support decision trees are, and identifies other key metrics through extensive analytics.
  • Tracking Agent Performance: Monitor the overall performance of customer service agents to track interactions.
  • Analyzing Trends: Export key data to import into any AI software being used for full analysis of key customer and internal call center data.

 

While AI and automated tools will never replace human interaction or the need for call center agents, the technology can aid call center managers in routing calls, managing experiences, and understanding customers and agents. The end result is a more productive and effective call center, as well as improved customer satisfaction.

Lrarn more about tools for agent scripts:https://zingtree.com/application/call-center.php

Learn more about tools for end-user support:https://zingtree.com/application/support.php

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!

Infographic Update: How People Are Using Decision Trees

Last year, we introduced an interesting infographic to show just exactly how our customers are using their Zingtree decision trees. And, because new and updated information will always give a more accurate picture, we took the liberty of freshening it up a bit.

Since we initially “sprouted up” in late 2013, we’ve helped over 15,800 organizations everywhere to streamline support and business processes, build powerful sales funnels, help engage with customers, and a whole lot more. To put it in perspective, that’s more than double the number of organizations we had helped (to date) just last year.

Have you planted your tree yet?

Avangate Startup Interview: Let’s Talk About Zingtree

Recently, our fearless leader, Bill Dettering, sat down with Avangate to talk about the ins and outs of what makes Zingtree such an effective SaaS tool. Check out some of the highlights from the interview below, and check out the entire thing on the Avangate blog!


Q1: Please tell us a bit about Zingtree. When and how did the company get started?

Zingtree was first sprouted in late 2013 by Tom Mayes and myself, the founders of Applian Technologies. We were seeing a lot of inefficiency in supporting Applian’s software products, and as such the first Zingtree-like troubleshooters were hard coded into the support path. After seeing a big reduction in support emails, we knew we had a winner, and so Zingtree was started.

Seven months later, the embedded troubleshooter concept was turned into a toolkit that anyone could use. With lots of testing and feedback, the Visual Designer and Content tools came to life, reporting was added, and Zingtree was ready to branch out to real customers. Since releasing, we’ve had a lot of interest from companies operating Call Centers, so we’ve gradually built more live support options into the product.

Q2: Meeting a real business need you’ve experienced firsthand gives you a major advantage. 

What does Zingtree do differently from alternatives in the market?

Incredibly, there are very few alternatives in our space, especially when the need for a product like Zingtree is so obvious. Technically, we offer unique features like “subtrees,” which allow decision tree publishers to easily reuse content across multiple knowledge areas. Our customization options are advanced as well.

Our experience in operating a B2C company for 20 years gives us an advantage in making Zingtree – a B2B company – incredibly accessible – our site has numerous example trees, and a prospective customer can try all of the tools and use the trees without even having to sign up for an account. It’s interesting when we demo for large companies, and they ask about “training.” We chuckle and tell them this has never been necessary since Zingtree is designed to be easy to use.

Our pricing model is also unique, in that it’s built around “pay for what you use.” Our confidence in Zingtree is really high, so we can offer this sort of value proposition to our customers and keep a profitable business model.

Keep reading the interview right here >>

Ready to get started with your own decision tree? Sign up or log in here.

Must-Have Support Tools for a Successful Startup

support tools for startups

Often strapped for time and funding, small businesses and startups can be faced with a difficult decision — how do we spend our resources and manpower on our product, website, marketing, and customer relationships equally? Having a well-rounded customer support strategy isn’t always easy to keep up with. However, taking the time to make the right optimizations to your support system will help you retain customers, gather more helpful feedback for your growing company, and keep everyone happy.

Who says startups can’t offer an exceptional customer service experience? Here are our favorite customer support tools to help you make the most of your service.

Intercom

Having a live chat support functionality built into your website is an incredibly useful way to connect with customers who have any questions or issues to address. As a small business ourselves, we love using Intercom because it allows us to automatically track both chat and email interactions with each customer, as well as provide completely personalized one-on-one support.

The convenience factor can be huge in a customers’ decision to either get help or quit using your product/service. Intercom allows small businesses and startups of all sizes to engage with customers quickly and directly, without taking out a lot of time in the normal work day.

Bonus Tip: Link up Intercom with Zingtree to get background information from your customers before you start a live chat.

Zendesk

Everyone’s favorite support software earned the title for good reason. Zendesk provides a cloud-based customer service platform that’s been specifically designed to bring businesses and customers together, having all conversations and support requests centralized, searchable and totally organized.

There’s often not a lot of time in a day for startup workers to evaluate new software, but finding the right kind of CRM is important to scale. Developing a hyper-efficient CRM process can take a little time to prepare, but is guaranteed to help you build and maintain great relationships with people.

Bonus Tip: Integrate Zendesk with Zingtree to give customers a decision tree for self-solving, or allow them to submit a Zendesk ticket with their full tree history if they can’t find a solution.

Zingtree

Online knowledge bases and FAQs are a must-have for any startup or small business. But, customers searching for specific answers or step-by-step solutions to a technical issue, these knowledge bases of articles can be intimidating and frustrating. Zingtree allows you to create customized, interactive decision trees and troubleshooters to provide always-available, guided help to your customers.

Our platform lets you add visuals like GIFs and videos to provide more context, and has publishing tools to let you embed your trees into WordPress or any other website page for seamless integration with your existing online presence. Plus, you can gather feedback through comments to make optimizations even easier.

Bonus Tip: We integrate with a ton of other helpful tools and apps for startups and small businesses, so you can easily link up and share information between platforms.

Twitter

More than just a social media platform or means of distributing your business’ content, Twitter is an incredibly helpful medium for basic support communications. So many consumers are turning to the ease and accessibility of social media to share issues and ask questions, and startups can offer up ultra-fast, bite-sized responses to solve problems through replies and more lengthy direct messages.

Not just for the youngsters anymore, adults of many ages are now using Twitter to keep up with their interests, as well as brands they love. It’s free, fast, personalized enough to please consumers, and simple enough for even the smallest of startups to lend resources to.

Bonus Tip: We’re also on Twitter – follow us and ask us anything!

Grasshopper

Sometimes customers just want a direct line, straight to the source of the information. For startups working with the elderly, those with poorly-functioning Internet, or otherwise technically-challenged customers, having a phone can be a huge benefit. Grasshopper allows you to make a new business-only line from your own personal cell phone, so you can easily field questions anywhere, anytime.

Perfect for startups with remote (or distributed) teams like us, Grasshopper is a cool way to stay in contact with customers while keeping your existing number, and even allows you to send texts through your business number to work through things with clients and customers on-the-go.


Ready to help make your startup even more customer-friendly? Get a free Zingtree account today

Why Millennials Want Independence in Customer Support

(Image via Gen HQ)

Customer service delivery preferences are rapidly changing. This is in part due to technological advances, but also the customers themselves —particularly millennial customers. This demographic cohort increasingly prefers to take CS employees out of the equation completely and simply do it themselves. Whether it’s purchasing groceries or other goods online, the millennial generation is antsy to self-serve.

As customer demands have evolved over the years, so too has self-service. Many businesses offer only limited self-service choices, which can quickly frustrate their millennial customer base. If your company’s self-serve options are restricted to general tasks, it’s time to explore how you can make this feature more comprehensive to meet the demands of millennials.

The Hard Facts of Millennial Customer Service

Numerous studies conducted by various firms have repeatedly shown that millennials prefer to self-serve and self-help rather than interact with a company representative, and the numbers really speak for themselves. In fact, in a comprehensive study, it was discovered that:

  • Nearly 70% of millennial females are comfortable resolving CS issues on their own, without having to interact with a company representative.
  • 64% of millennials prefer self-service, whereas only forty-seven percent of baby boomers do.
  • 56% of millennials moved their business elsewhere as a result of poor customer service.

One reason for the popularity of self-service in this demographic group is that they can remain in control of online purchasing and other habits. Millennials expect efficient, 24/7 access to any online support decision, whether it’s updating an account profile or making a purchase. Self-service in modern times is more than an FAQ; the future of customer service will be much more customizable, interactive, and will put the customer in the driver’s seat.

Contact Centers Still Matter

Providing more self-directed features doesn’t make a call center obsolete, but it does change its function. Contact centers will need to handle more sophisticated and technical inquiries and will have to hire, train and staff to address this need. If companies don’t adapt to meet current and future customer demands, they’ll likely frustrate customers and risk losing business.

Companies can no longer rest on the laurels of their brand, product or service; they must stay ahead of the curve and understand that how customers interact with them is often more important than the product itself. Self-service is looming large on the horizon of customer service delivery preferences – don’t fade into the sunset because you missed the boat on where the industry is headed! The future of customer service will be more self-controlled, but ready with agents to help guide customers to success.

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

This article was originally posted on Jan 12, 2016.

Zapier Decision Tree Integrations with Zingtree

zingtree zapier integration

Our Zapier app makes it easy to send data collected during each Zingtree session to more than 500+ applications supported by Zapier. In case you haven’t heard of it, Zapier is a tool that simplifies data exchange between various web applications. We’re big fans.

Here are some cool things you can do with Zingtree and Zapier:

  • Send data collected in a Zingtree session to Salesforce, Zoho, Highrise, or any other CRM.
  • Add an email address entered in a tree into Mailchimp.
  • Send  yourself an email or SMS message when a customer reaches a critical node in a tree.
  • Save new customer information in a Google Sheets row.
  • Create Trello cards from trees, and include customer notes and session data.
  • And tons more!

When using Zapier, you create “Zaps.” A Zap has a “trigger,” which is the source of the data, and an “action,” which is where the data gets sent. Most of our customers want to send data from Zingtree to another app, so we’ll demonstrate how this is done here.

Before starting, you may want to examine a demo tree from our Gallery that gathers data and sends it to Zapier, or copy it to your account.

How to Set up Zapier for Zingtree

The Zingtree Zapier app is currently invite-only. But if you’re reading this article, you’re invited!

  1. Create a free Zapier account at Zapier.com.
  2. Go here to accept an invitation to use the Zingtree app. The invitation appears:

    Accept the invite.
  3. You’ll be prompted to make a new Zap:
    Click Make a new Zap.
  4. You’ll be asked to choose a Trigger App, which is the source of the data exchange.
    Search for Zingtree, and select Zingtree (Beta).
  5. You’ll be asked to choose a single trigger.
    Click Save + Continue.
  6. Next, you’ll need to connect your Zingtree account, and a tree to Zapier.
    Click Connect a New Account. 
  7. You’ll be asked for your Zingtree API Key, which you can find here at the bottom of this page. Also enter the Tree ID that will be sending data to Zapier.
    Click Continue when finished.
  8. Change the name of the account, then click Test.

    You should see “success.” Click Save + Continue.
  9. Next, Zapier will attempt to retrieve any variables or sample data from your tree. If this is a new tree, you may want to run through it once and gather some data.
    Click Fetch & Continue.
  10. You’ll see some of the stock data that Zingtree always provides, as well as any custom data for your tree. Again, if you don’t see all the data you expect, do a test run through your tree, and enter some data at least once. This will make the rest of the process easier.
    Click Continue.

Set up the Action App – Email Example

So now you’re done with the Zingtree part. Congratulations! Next, you need to set up an Action App, which will receive data from Zingtree. Let’s set up email delivery as an action, as follows:

  1. Search for email, and choose Email by Zapier as an action app.
    Select Email by Zapier.
  2. This app has just one action.
    Click Save + Continue.
  3. Fill in details for the outbound email. You can insert fields from Zingtree in the body of the email as well.Click Continue when the email is set up correctly.
  4. You’ll see  a preview of what to expect.
    Click Create & Continue to save the action and send a test email.
  5. You should see another “success” screen.
    Click Finish when the email appears as you like.
  6. Name your Zap Zingtree to Email, and turn it on!

Your Zapier Zap is all set.

Making Zingtree Send Data

The final step is to tell Zingtree when to send all the data collected in a session to Zapier. This can be triggered from one or more nodes, when they are seen by the end-user of your tree.

  1. From Overview, Edit Node, edit the node that you want to trigger sending data to Zapier.
  2. Go to Send Message to, and pick Zapier: Zingtree to Email. This is the new Zap you created.
  3. Click Save.
  4. Now try a test from Zingtree. Using Preview or the Publish tool, navigate your tree, and when you reach the node that triggers the send, you should see something in your inbox. IMPORTANT: Make sure to use https in your published Zingtree URL when using Zapier.

Once you get your first Zap done, it becomes easy and addictive to hook Zingtree to the other applications that your business depends upon. So keep going!

Have any questions? Contact us anytime!

The Best Ways to Make Customer Support Profitable

To the untrained eye, customer support is merely a means of communication and troubleshooting. Experts and strategic decision-makers, however, have seen the incredible impact that customer service can have in all areas of business — including improving revenue.

Your success as an organization relies on providing an exceptional experience throughout the entire purchase and post-purchase process; it’s so much more than just offering a support system. At Zingtree, having great support has been key to our success. In spite of the fact we have lots of information in the form of decision trees, articles, and our FAQ, over 90% of our new customers have interacted with us via email, chat or voice.

What it takes to actually deliver excellent customer service is simple: put your customers at the center of your business initiatives and take them into consideration before any decision is made. Once you figure out how to implement this magic formula into your day-to-day processes, you’ll be well on your way to making customer support a major profit-generator.

The Real Value of Customer Support

Heard any customer support horror stories recently? Poor interactions with customers happen more often than you’d think, and they have a direct negative effect on your annual revenue. According to a Gartner study, as much as 86% of consumers quit doing business with a company completely because of a single bad customer experience, and 51% said they would only try to reach support once before giving up on a purchase. These statistics in mind, your margin of error is incredibly small.

On the positive side of things, however, great customer support leads to a direct increase in annual revenue. So, if you can focus on how to make customer service better (for both your customers and representatives), you’ll be opening your doors to even more potential sales. Research from the Harvard Business Review has shown that “not only it is possible to quantify the impact of customer experience — but the effects are huge.”

After looking at two separate companies with different revenue models, and comparing customer feedback with data on future spending by customers, HBR found that “after controlling for other factors that drive repeat purchases in the transaction-based business (for example, how often the customer needs the type of goods and services that the company sells), customers who had the best past experiences spend 140% more compared to those who had the poorest past experience.”

In our own experience working with industry-spanning organizations large and small, we’ve also seen the effect that amazing customer support can have in all other areas of business; in fact, it’s a big reason why we started Zingtree to streamline the support process. So now that you understand the possibilities, what are some simple ways to improve support and make customer service more profitable?

Show Empathy & Understanding

At the end of the day, your customers are humans. Showing compassion for their problems, and taking the time to really understand the areas of disconnect, can go miles for brand loyalty. Put the customer first always, and bend the rules when and if you can — your customer will give your company extra kudos for being flexible, and will more than likely come back again and again.

Display Multi-Channel Support

What kind of documentation do customers expect? Knowledge base articles, tutorial and demo videos, blog posts, and live agent chats are just a select few different channels of support that many people search for. Offering multiple channels of support is the only way to discover the channels you truly need, versus the ones that may be more of a “nice-to-have.” With this information under your belt, it’s easy to remain in contact with your customers, as well as to weed out and remove the unnecessary support channels to save time and money.

Have a Fast Response Time

If you have a complex product or service or don’t have all of the available knowledge base material available online, chances are that customers will want to get in touch. Self-service support can only go so far with certain issues, so it’s incredibly important to offer other ways to talk to a representative; be it through live chat, a phone call or simple back-and-forth email communication.

Hire the Best People (And Train Them Well)

It may seem obvious, but it’s worth repeating: amazing customer service agents with exceptional training is absolutely necessary for a successful customer support strategy. And, the better your representatives are at helping customers, the more likely those customers are to make additional purchases! By taking the time to hire great people, and training them with the proper technical and soft skills, you’ll set up your support department to bring in more revenue than you thought possible.


Ready to get more from your customer support? Sign up or log in and start your first interactive decision tree!

How to Offer Always-On, Self-Service Customer Support

self-service customer support

Self-service is a win-win for rapidly-growing (and exceedingly busy) businesses, pleasing the majority of customers while at the same time providing an efficient, always-available support medium for customer service teams. Empowering customers to solve problems and answer their own questions means less work for support teams, and overall more satisfied consumers!

Don’t believe us? Here are some statistics about customer support self-service from our friends at Desk.com:

  • 72% of people think that self-service support is a fast and easy way to handle support issues
  • 40% of customers place a call after already looking for support or answers themselves
  • 91% of customers would regularly utilize an online, self-service support center if it was tailored to their needs

Your business doesn’t have to get swept up by the new wave of customer service; get your support team up-and-running with self-service support options with these 3 steps.

1. Bulk Up Your Knowledge Base & FAQ

It all starts with your FAQ and knowledge base of information — 56% of customers cite a lack of information as their reason for abandoning a website, so it’s critical to make sure that the content in your support center is totally user-relevant, helpful and currently up-to-date. Revisit and revamp knowledge base articles, FAQ answers and other support-related content on your site on a regular basis (quarterly or even monthly), to provide your customers with the most important, accessible information possible; both your customers and your team members will certainly thank you for your proactive customer care!

2. Implement Interactive Troubleshooters

It’s pretty amazing that in today’s world, you can easily provide 24/7 access to support without doling out for any extra staff members. Creating and integrating interactive, customer support troubleshooters makes it easy to help your customers even when no one is there for a one-on-one. Additionally, Zingtree decision trees make it possible to quickly gather customer background information in case a support ticket is submitted, so you have all of the key information you need in one place.

Pairing your existing knowledge base with interactive decision trees is the best way to cover every base where support is concerned, and simplifies the process of finding real solutions. In fact, organizations that use these decision tree troubleshooters have spent an average of 20% less on support costs overall.

3. Reach Out, and Be Easy to Reach Out To

When a customer is having a major issue, or really just prefers a good old fashioned human interaction, it’s always a good idea to provide a way to get in contact with a real live person. Make it as simple as possible to reach out to your support staff, sales team, or anyone else who could help out – having this kind of clear pathway laid out on your website can mean the difference between a super happy customer, and one that is completely stressed out by your online presence.

Better yet is the idea of reaching out to your customers before they have the chance to have a problematic situation occur; this makes people feel at ease whenever something does inevitably come up, and sets a positive tone for any future communications.


Zingtree makes it easy to build customized, informative decision trees to satisfy your customers and your business. Contact us to learn more or get started today!