Zingtree Tags: customer support tool

Prepare Your Support Call Center for the Holiday Rush with Zingtree

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The most chaotic season of the year is quickly approaching, and it’s more important than ever to prepare your call center staff for the impending holiday craziness. Beyond having helpful, well-trained agents at the ready, it’s smart to adopt technology to handle inquiries and get agents online faster.

Zingtree interactive decision trees and call center scripts are one way to avoid the headache of customer service disarray during the peak periods of November and December. With customers self-solving using customized decision trees and agents being guided with interactive scripts, your support team will have a happy holiday season instead of a hectic one.

Decision Trees for Customer Support

Happy customers lead to happy agent staff, and vice versa. Zingtree is an amazing tool for any customer support team, as it allows you to create custom troubleshooters to take customers, or agents, through the support flow step-by-step.

Organizations that deploy Zingtree troubleshooters have seen a 20% reduction in support costs on average. Customers are gently guided to answers, and, if a problem can’t be solved, your agents receive background information on the problem, saving time and resources. With no programming required, Zingtree decision trees and troubleshooters make it easy to build each step of the process so no important information is left behind.

With design customization and plugins to fit your integration needs, Zingtree can help you ramp up your support this season.

Agent Scripting Solutions

High-tech solutions can also empower your live support agents to be efficient and effective when communicating with customers. Agent Scripting is a robust tool for any company offering chat or phone support.

Scripts are easy to build using Zingtree’s tools, you’ll effectively reduce time and resources spent on holiday support. With powerful tracking and analytics, Zingtree agent scripts help companies collect useful data that can even be used to prepare for the holidays next year – we even have a direct integration with popular customer service platform, Zendesk!

Learn More

Remember – the holidays can be stressful, but with proper preparation for your call centers and support staff, you’ll make the load just a little bit lighter, and the season just a little more jolly!

Visit Zingtree.com to get started free for 30 days, and see how Zingtree will save you time and money.

This article was originally published in November 2015 and has been updated for accuracy. 

New! Customize Your Decision Tree with Zingtree Themes

We’ve always believed in custom decision trees. It’s important to build question-and-answer style troubleshooters and FAQs as seamless extensions of your brand to not only solve customer problems, but also to make people feel more happy with your company’s identity.

While we’ve always offered ways to add your own custom CSS for personalization, we’re excited to launch a new feature that helps guide you through with a live preview. With our new Zingtree Themes, you can mix and match colors and navigation styles to create your perfect decision tree.

Here’s how to get started: 

1. Login to your Zingtree account, select the decision tree you wish to customize and then go to its Settings page.

2. Locate the Theme / CSS Customization section at the right of the page and select to Pick a Theme.

3. You’ll be presented with a live preview of your style choices within a decision tree. At the top of the window, you’ll see options for Theme (colors) and Style to try out.

4. For now, you can select a range of classic colors and pair it with your ideal navigation style – buttons or panels. For this example, we’ve chosen “Moonlight” grey with the Panels style.

5. Upon selecting either option, you’ll automatically be able to see a live preview of your customizations in the display window. Once you’ve found the perfect match, just click Save!

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6. Once Saved, your selected theme will appear in the CSS file window of your Settings page.

For those who prefer an alternate way, you can still upload a custom CSS file or download our simple CSS file to modify in order to customize the colors, node styles, icons and more that appear.

Ready to get started? Log in or sign up for a Zingtree account today!

How to Get Great Data: Framing Quantitative Questions

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Services like Zingtree offer powerful, interactive tools for gathering data, but the programming behind the system you build with those tools is only half of what you need.

It takes an extremely well-thought-out and well-written flow of questions in order to gather great data correctly. How you write the questions presented in your decision tree or survey directly affects the data you receive, including its accurateness and effectiveness.

About Quantitative Questions

Decision tree questions that take a quantitative approach are;

  • Completely closed-ended
  • Generally very simple to select an answer for
  • Ideal if you are looking to collect hard stats or data in numbers

Do your customers think the product/service you offer is amazing, or just alright? Would they like it more if you charged less, or offered something additional? Quantitative questions will garner answers that provide you with objective data to make your business even better.

Zingtree also includes a distinctive scoring functionality, so you can build a sophisticated system that assigns numeric values to corresponding answer selections that you’ve predetermined — this allows for quick measurement and objective comparison.

Structuring Quantitative Questions

Quantitative questions follow a fairly standard format, typically starting with a “how” or “what” in order to gather information. Some very common ways to begin structuring your questions include:

  • What is/are…?
  • How many/much…?
  • What percentage…?
  • How often…?
  • To what extent…?

Because Zingtree allows users to select only ONE answer to move forward in a decision tree, you’ll need to be aware of every potential answer to include and gather the most accurate data.

When in doubt, take advantage of comments to gather feedback from your customers on which answers they would have selected, if given the option — this will allow you to continually optimize your decision trees to gather the best data possible.


 

Strategically constructing your decision trees and writing out your questions, answers and final solution paths according to standard quantitative framing will make things easier for you and your end-users. Customers will be able to understand and navigate more clearly to provide better answers, and you’ll gather amazing data from your key users!

Ready to change your business? Get started on your first decision tree.

New! REST API for Decision Tree Sessions

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An important piece of any web application is to be able to connect to other systems. And, while we’ve had a basic API in place for a while, we’ve received requests to make it more standard. So, today we’re happy to announce the release of our REST API and PHP wrapper!

REST is a common standard for applications to exchange information. Ours works like all the other popular systems, and is easy to implement.

Using our API, you can retrieve:

  • Session data, and a full transcript of what occurred during the session.
  • Form field entries during a session.

Go here to see the Zingtree REST API reference, with examples.

And thanks to “Red Ben” for his helpful feedback during the process!

 

How to Use Zingtree’s Gallery to Build a Decision Tree

We created the Zingtree Gallery with you in mind, making it simple to generate powerful decision trees to fit your needs. In the online Gallery, you’ll find a helpful selection of pre-made Trees that can be explored, copied and customized for any project.

The existing decision trees in the Zingtree Gallery have all been created by other Zingtree authors, and are free to use for inspiration or duplication. You’ll find robust, pre-made decision trees spanning many key areas, including Customer Support / Troubleshooting, Call Centers, Training, Medical, and more.

All of the trees found in our online Gallery are free to view, export, or embed into your own website. You can even view live usage statistics and graphs, or submit your own generated Tree to help others!

Follow these instructions to copy and use a gallery tree:

  1. Head to the Gallery and select the decision tree you’d like to use.
  2. Choose to Play the demo to see a live preview, Examine to explore reporting, editing and design tools, or Copy to create a duplicate for your personal account.
  3. After Copying your decision tree of choice, rename it and add an appropriate description.
  4. Manage your new Tree from “My Trees” on the Zingtree website, where you can edit, preview and more!

Visit the Zingtree Gallery to get started, or contact us with any questions!